Pearson Employee Services Administrator in Kraków, Poland

Employee Services Administrator


At Pearson, we’recommitted to a world that’s always learning and to our talented team who makesit all possible. From bringing lectures vividly to life to turning textbooksinto laptop lessons, we are always re-examining the way people learn best,whether it’s one child in our own backyard or an education community across theglobe. We are bold thinkers and standout innovators who motivate each other toexplore new frontiers in an environment that supports and inspires us to alwaysbe better. By pushing the boundaries of technology — and each other to surpassthese boundaries — we create seeds of learning that become the catalyst for theworld’s innovations, personal and global, large and small.

The Employee &Manager Query Administrator supports the Service Desk Senior Advisor or Managerin management of the HR Service Desk to provide world class HR operational andtransactional services to the organization.

The role is firstcontact point for incoming queries into the SSC and manages delivery of Tier 1HR SSC services as well as responding to general HR queries.

The role will report tothe Service Desk Senior Advisor or Manager and will work closely with other HRSSC teams (especially Tier 2).

Key Deliverables

  • Responsible for the effective and efficient delivery of the HR Service Desk services, including standardization and continuous improvement in terms of processes, technology design, staff recruitment and selection, and infrastructure development

  • Responsible for supporting of monitoring, tracking and reporting of relevant SLA metrics by Service Desk Senior Advisor or Manager.

Key Responsibilities

  • Customer Service: Provide excellent customer services by responding to customer enquiries in an efficient and effective manner

  • Continuous Improvement: Maintain and improve quality standards within the team as well as identify and bring forward opportunities for improvement

  • Promote and implement performance improvement initiatives -proactively identifying service delivery issues and taking appropriate action.

  • Proactively interacting with CoEs and HR Business Partners to understand the implications of strategies and decisions on core services and support capabilities

  • Adhere to the escalation and support process, by which customer issues that cannot be resolved within the Service Desk are escalated to the Specialist team in Tier 2 for resolution

  • Utilize effective reporting mechanisms for the Service Desk and ensure the delivery of appropriate services and support capabilities

  • Knowledge Management: Maintain a working knowledge of all issues, changes and/or updates, administrative requirements, as well as systems and telecommunications capabilities relating to the Service Desk Team

  • Support the team in orderto achieve the SSC objectives and to maintain a consistent high standard ofservice quality. Ensure effective monitoring, coaching and counselling of theteam. Promote staff development and provide a positive work environment


Skills /Experience

  • Education/Experience – HR Administrator profession

  • Minimum years of working experience: >1 year

  • Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.) with specific experience in HR process design, transaction support, and employee administration

  • Experience in working in Contact Centers within a Shared Service environment

  • Fluent in English

  • Knowledge of a second foreign knowledge, e.g. German would be an asset

Personal Style andBehaviour

  • Organised

  • Proactive

  • Collaborative with peers and colleagues to drive involvement and engagement

  • International and cultural sensitivity and awareness

  • Inclusive and positive in abroad scope team

Primary Location: PL-PL-Kraków

Work Locations: PL-Cracow-Aleja Pokoju 5 Aleja Pokoju Krakow Kraków 31-548

Job: Human Resources

Organization: Human Resources

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Apr 6, 2017