Senior Associate, HR Shared Service (Spanish-speaking)

Job Description

The Senior Associate, HR Shared Service guides employees through their lifecycle at Ford by advising them in any HR matters and completing administrative tasks in the internal systems. His/her goal is to ensure an excellent customer experience, which includes phone and chat support, transactional processes based on our operational documentation and service promise in order to provide end-to-end customer care.

Responsibilities

• Supporting employees and dependents, managers, HR management, government agencies and applicants.
• Accurately completing transactions, understanding the customer's questions and issues, advising them in a professional way and handling their queries in a timely manner utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials
• Creating employment related documents that support the regulations of the country-specific legal environment
• Document all transactions, customer inquiries and their resolutions in the HR Contact Center case management technology application
• Meet and strive to exceed HR Contact Center Key Performance Indicators (KPIs)
• Increase HR subject matter knowledge seeking first call resolution, shorten call time and increase data quality.
• Escalate customer requests in a timely manner when additional research or analysis is necessary.
• Manage control through the transactions audit process
• Being proactive in handling risks or process gaps that you face and involving the responsible teams to find a solution together.
• Initiating and leading process improvement projects to release capacity for the incoming new processes
• Any other duties as required by the line manager

Qualifications

Professional background:

• Desirable Bachelor's Degree preferably in Human Resources, Business Administration, or other related fields
• Being curious about HR processes and employee-focused operations and have 0-3-year experience within customer service or HR

Key abilities:

• Speaking English and Spanish fluently, supporting the business on a daily basis in both languages
• Communicating effectively on phone and in e-mail as well
• Paying attention to details related to employee questions and data accuracy
• Showing flexibility with staff scheduling and time zone differences
• Proficient/intermediate understanding of MS Excel and Word

Key Characteristics:

• dedicated to job
• self-driven & independent
• analytical, result-oriented structured way of working
• excellent interpersonal skills
• precise working method
• technology skilled
• human centric mindset
• learning ability
• accountability
• customer focused (Consistent, high quality & professional customer service)

Desirable skills:

• Knowledge and understanding of various HR processes
• Continuous improvement
• Effectiveness (First time through)
• Effective customers recovering
• Negotiation
• Provide HR counseling to customers
• Active Listening
• Working interregional
• Flexible to scheduling changes and time zones
• effective decisions making