• This role provides administrative support and exceptional customer service to employees across various People-related inquiries. The ideal candidate will possess a strong understanding of People processes and procedures, excellent communication skills and a passion to deliver high-quality service.

In This Role You Will:

People Contact Center Administration.

• Serve as the point of contact for employees seeking HR assistance, responding to inquiries via phone, email, or in-person in a timely and professional manner.
• Accurately document inquiries and maintain data accuracy.
• Provide friendly, supportive guidance to employees and managers on information requests, self-service transactions, workflow, and People portals.
• Assist with administration of People programs such as Data Management, Time, and Attendance (Kronos) etc.
• Collaborate with People team members to address complex issues or escalate inquiries as needed to ensure timely resolution.
• Support various tasks in the People Service Center in the scope of People and benefits administration, including but not limited to leave, educational allowance, housing advance, mid-month salary advance requests, long service payments etc.
• Support purchasing and invoicing administration.
• Maintain online People content on Discovery; regularly reviews and ensure accuracy and relevance of content for Africa audience.
• Prepare People-related documents, reports and metrics as needed.
• Stay informed about changes to People policies, regulations, and best practices to ensure accurate and compliant responses to employee inquiries.

People Systems Implementation / Enhancement.

• Participate in the successful functional implementation of, and updates to, a variety of People technologies including but not limited to CORE, UKG, SAP.
• Recommend and evaluate improvements to company processes.
• Contribute to the successful implementation of system enabled processes.
• Highlight / Identify gaps in existing functionality and solve complex problems in People Business applications.
• Maintain a working knowledge of software applications, People issues and processes so that information is efficiently and easily gathered with a high degree of accuracy with emphasis on continuous improvement.
  Your Training, Skills & Experience Checklist:

Formal Qualification (including Professional Registrations).

• A Bachelor of Science or Bachelor of Arts in Business, Human Resources, Computer Science, Mathematics, or related technical field.

Experience.

• Between 2 to 4 years’ experience with SAP, Success Factors, Kronos).
• Experience with case/issue management.
• Experience with Helpdesk/contact Center Operations.
• Strong understanding of People processes, policies, and regulations.

Technical Skills.

• SAP Human Capital Management (HCM)/SuccessFactors experience
• Advanced analytical and problem-solving skills.
• Advanced communication (written and verbal) and interpersonal skills.
• Advanced computer literacy skills – MS Office (Word, Excel, PowerPoint), and Visio.
• Identify and understand business needs.

Behavioral Attributes.

• Assertive.
• Influential.
• Customer focused.
• Attention to detail.
• Confidentiality.
• Flexibility.
• Multi-tasking.
• Reliability.
• Team player.
  Working Conditions:

• The position is located in Accra at the Accra Regional Hub.
• Travel as and when required