Management of cases according to established ways of working, including using Salesforce tool to log queries and updates, keeping customers updated on the status of open cases, ensure closure of tickets, handing-off cases to other teams in HR Operations as required, reporting.

Timely escalation of complex queries to senior advisors, SMEs, Policy, Employment Tax team.

Be the main liaison in the communication between the company and the 3rd Party Tax provider.

Manage the mass communication process.

Access maintenance.

Handle the invoices from the 3rd party provider (local to global).

Participate in local and global projects aimed at ensuring operational excellence.

Providing input to knowledge management in the team, sharing best practices, creation, and ownership of documentation/job aids.

Building partnerships with HR Operations, Payroll, Employment Tax, Policy teams by clarifying policies and procedures, giving and asking for updates on case status, gathering information required for case processing.

Minimum 1-2 years of work experience - previous experience in Shared Service, Call Centre, Service environment is an advantage.

English (good command, both written and oral).

Solid verbal and written communication skills required, including business writing skills.

Strong IT skills (Microsoft suite of products).

Ability to deal with large and complex volumes of information.

Flexibility and resourcefulness with managing change.

Teamwork – collaborate and cooperate to get the job done.

Excellent networking and relationship-building skills, able to work closely with 3rd Party Tax Provider representatives.

Experience in service excellence.

Excellent knowledge and experience with HR procedures and processes.