Human Resources Generalist

Overview

Engagement Services Specialist is the first point of contact for employees, managers and P&O community on P&O related topics, delivering a positive customer experience through problem solving and courteous, empathetic communication. This role supports customer queries and processes as per the Service Catalogue and contributes to continuous improvement through knowledge management and customer education.

Key Responsibilities

• Provide rapid, high quality and accurate responses to PO related queries.
• Take ownership for queries and manage end-to-end case opening and closing; serve as the first and final point of contact for the customer.
• Guide and act as a consulting partner for PO processes and systems related queries.
• Contribute to articles, maintain and sustain the Knowledge Repository for countries in scope.
• Gather and monitor CSAT, feedback and surveys to drive continuous improvement for customer satisfaction.
• Ensure compliance with Data Privacy, Protection guidelines and other relevant legislation.
• Provide support for transformation and technology initiatives.
• Meet shift requirements defined by the supporting country.
• Perform other tasks as assigned by the Line Manager.

Key Performance Indicators

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