Pearson Employee Services Administrator in Kraków, Poland

Employee Services Administrator


At Pearson, we’re committed to a world that’salways learning and to our talented team who makes it all possible. Frombringing lectures vividly to life to turning textbooks into laptop lessons, weare always re-examining the way people learn best, whether it’s one child inour own backyard or an education community across the globe. We are boldthinkers and standout innovators who motivate each other to explore newfrontiers in an environment that supports and inspires us to always be better.By pushing the boundaries of technology — and each other to surpass theseboundaries — 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 DeskSenior Advisor or Manager in management of the HR Service Desk to provide worldclass HR operational and transactional services to the organization.

The role is first contact point for incoming queries into the SSC andmanages delivery of Tier 1 HR SSC services as well as responding to general HRqueries.

The role will report to the Service Desk Senior Advisor or Manager andwill work closely with other HR SSC 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 order to achieve the SSC objectives and to maintain a consistent high standard of service quality. Ensure effective monitoring, coaching and counselling of the team. Promote staff development and provide a positive work environment


Skills /Experience

  • Education/Experience– HR Administrator profession

  • Minimumyears of working experience: >1 year

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

  • Experiencein working in Contact Centers within a Shared Service environment

  • Fluentin English

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

Personal Style and Behaviour

  • Organised

  • Proactive

  • Collaborativewith peers and colleagues to drive involvement and engagement

  • Internationaland cultural sensitivity and awareness

  • Inclusiveand positive in a broad 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: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Mar 30, 2017

Req ID: 1705312