Customer Management Association (CMA)
· Deliver an excellent employee experience through live-chat, voice and email using NGA HR policies, procedures and/or practices
· Handle user enquiries and “real-time” transactions with high First Call Resolution (FCR) rates including performing fast data-entry
· Prepare and complete accurate work and update customer ticket via system
· Effectively transfer misdirected customer requests to the appropriate party
· Analyze and solve HR system questions: Workforce Administration (WFA), Time and Attendance, Organizational Management, Payroll etc.
· Analyze and solve HR questions: Policies, procedures, collective agreements etc.
· Provide HRIS Navigation Support to our clients
· Archive documents in Employee Files
· Maintain a basic knowledge of NGA HR’s services: HR Administration, Talent Administration etc.

Data Management (DMA)
· Perform HRIS system data entry including the data entry part related to larger process: Pre-payroll with support from payroll management (if required), Workforce Administration (WFA), Time and Attendance etc.
· Perform Mass Uploads and mass controls
· Contract Management
· Produce Employee Letters regarding changes made into the system
· Complete audit controls related to data quality
· Simple Reporting related to data using pre-created reports and in-line with Statement of Services (SoS)
· Complete scheduled data-entry activities: Terminations, bonuses etc.

In addition and irrespective of your primary function, you will be encouraged to:
· Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
· Participate in activities designed to improve customer satisfaction and business performance.


Skills and Experience



NGA Human Resources offers you a unique chance to build a career in a vibrant, agile and growing organization, yet one with truly global client relationships and a wide range of opportunities.

At NGA HR, we’re dedicated to our clients, and we operate as a single, global team striving for excellence and innovation in everything we do. Talk to NGA and discover what A World of Opportunity can mean for you.

We offer:
· Local Benefits 1: mandatory social security, housing found
· Local Benefits 2: paid annual leave and sick leave
· Local Benefits 3: group insurance

You have:
· High School diploma or equivalent
· 1-2 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.
· Good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred
· A good understanding of external, client and internal compliance requirements
· Good Excel, PowerPoint, and Word skills
· A good understanding of how the available tools/systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently
· An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role
· The ability to follow NGA HR Customer Service standards
· The ability to demonstrate excellent customer service/support skills
· The ability to demonstrate excellent written and oral communication skills
· Reasonably proficient in English language

It would be desirable if you also have:
· Willingness to rotate shifts, as needed
· The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions

Key Competencies and Description
● Be Accountable: Communicate effectively and generate the desired effect, understand responsibility of ones actions and have a positive sense of humour and outlook
● Solve Problems: Identify problems and escalate them, put forward creative ideas and understand changes and be adaptable
● Take Ownership: Seek clarity of role and understand individual and team objectives
● Be Client Centric: Meet the expectations of clients and understand the balance between external and internal clients
● Be Effective: Understand priorities and demonstrate your ability to set them individually, understand operational processes and know the NGA HR Way and values