Pearson HR Operations Assistant in Kraków, Poland

HR Operations Assistant

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into 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 the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

HR Operations Background:

Pearson is entering an exciting time in respect of the delivery of HR services to our employees. We are building a global HR Operations function, a key element of which is our move towards a shared services environment where we will deliver high quality HR services globally. Within our shared service teams we are looking for high performing HR professionals who will act as the first point of contact for our employees and who will drive consistency, accuracy and an outstanding level of service at all times. These teams will be the driving force behind Pearson moving into our new HR service delivery model. For successful candidates this role provides a unique opportunity to join Pearson at the very start of this journey and help us build and shape how we deliver services to our employees and add value to the business.

Role Overview & Purpose:

This Administrator will provide world class workforce & assignment services to the organization, ensuring that service levels and business case assumptions are met or exceeded.

The role will report to the Workforce & Assignment Manager and will work closely with other HR SSC teams.

Key Deliverables:

  • Responsible for the daily service operations. Ensure effective, fair and consistent administration including adherence to Policies and procedures and meeting service levels

  • Responsible for escalation and support process, by which customer issues that cannot be resolved, are escalated to the Global Process and Policy Owner for resolution

  • Responsible for achieving all personal performance targets set by Team Lead – link to service targets. Conduct performance appraisals with Team Lead and take appropriate action

  • Responsible for proactively spotting areas of improvements and discusses with the Team Lead. Suggests solutions as appropriate. Promotes and implements defined Continuous Improvement initiatives

  • Responsible for facilitating the execution of effective reporting mechanisms to verify Service Delivery levels against SLAs

Key Responsibilities:

  • Service administration: Perform and administer service activities;

  • Grievance: Support solutioning of escalated issues from Tier 1 and escalates any query to Tier 3 (CoE outside of SSC) which cannot be resolved;

  • Case / Ticket Management: Create, maintain and document of all resolved cases within case management;

  • Knowledge Management: Maintain a working knowledge of all program issues, changes and/or updates, administrative requirements relating to the Team; proactively, submit or suggest amendments to content types: “How-To” Guides or FAQs;

  • Continuous Improvement: Support to maintain and improve quality standards within the team as well as identifying and bringing forward opportunities for improvement, as appropriate

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Qualifications

  • Bachelor degree or University degree - Business Administration preferred

  • Experience of working in Service Centers will be an advantage

  • HR process and policy knowledge regarding workforce administration

  • Excellent written and oral communication skills in English

  • Personal computer skills, including MS Office

  • Experience with HRIS (such as Oracle Taleo system) applications and complementary HR software solutions (particularly Service Desk tools)

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: Apr 12, 2017