Proper dispatching of requests to co-team members
Acknowledge and transfer requests which are not within scope of the stream to the correct process owners
Review completeness of the requests by checking employee eligibility and correctness of the attached file/s
Generate ad-hoc reports to meet the service delivery requirements,
Process scheduled tasks and ensures completion on the agreed deadline
Coordinate with Third Party Vendors as needed
Escalate critical issues following the escalation path to avoid risks of breaching the Service Agreement with stakeholders
Provide escalated support from Local People Services for stream specific policies and processes that may require coordination with Country Local People Services
Drive consistent, standardized, and effective service delivery within the stream
Identify areas of improvement, communicate process feedback, propose suggestions, and actively participate in a variety of projects to improve existing overall stream functions
Collaborate with Local People Services, Center of Expertise (CEO), Circle Leads and Key Stakeholders to improve the end-to-end delivery of stream processes
Adhere to established Service Level Agreement, guidelines, and policies according to classification of the requests received
Collaborate with the various streams and work closely with Country Local People Services as necessary to resolve escalated issues and consistently meet KPI including SLA to delivery service excellence
Perform requests in adherence to privacy, confidentiality, and security policies
Comply with data privacy guidelines in performing request related to reports; ensure that the generated report is properly stored in correct P&R storage and always encrypt password
Create Workplace Instructions for new stream service offerings and processes and store in Knowledge Base
Continuous update of Workplace Instructions of stream offerings and processes according to Country Local HR and system changes
Maintain stream Knowledge Base and other official document storage and ensure that the files are correctly stored
Interface with requesters and/or third party vendor to resolve questions and issues regarding stream processes
Attend and actively participate in all knowledge transfer sessions as scheduled
Pass all individual knowledge transfer assessments with the given passing rate
Cascade new and updated information to the team coming from stakeholders
Monitor and process cases in the system. Resolve and close cases
Identify, investigate, analyze, and resolve Issues identified within process
Train new joiners of the team as needed

Performance and Rewards Specialist

ING

Performance and Rewards Specialist

ING