Employee Admin, Voice and Onboarding Junior Manager

Qualifications

• Fluent English (C1)
• Around 8 years of experience at work in the area of administration and/or recruitment, including experience in leading highly developed teams across the international organization
• 2-3 years of experience in managing high volume processes
• Experience in leading Tier1/Voice teams
• Good knowledge of Case management system, preferably Zendesk (but not only), SAP SuccessFactors and Document management systems
• Good knowledge of IVR and telephony systems
• High level of client focus and customer service skills
• Impact & influencing skills
• Change management skills
• Able to work on multiple tasks in demanding environment
• Very good project management skills
• Ability to work independently
• "Client - oriented" attitude, able to build relationship
• Readiness to work outside standard business hours

The purpose of this role is to manage the employee administration and recruitment processes for a well-established retail UK brand within Digital Employee Operations. This involves managing the respective teams to deliver high quality, professional and proactive service, within agreed SLAs.  It also includes developing team and providing employees with growth opportunities, as well as building strong client relationship.

Job Responsibilities

• Delighting the client by ensuring that all deliverables for the client are met on an ongoing basis;
• Demonstrating knowledge of processes and procedures relevant in administration and recruitment processes;
• Supervising the teams to deliver high quality, professional and proactive day-to-day service to the client;
• Monitoring and prioritizing the team workload;
• Ensuring that all targets and deadlines described in KPIs and SLAs are met according to client’s expectations;
• Accurately forecasting and managing costs and profitability for the project;
• Participating in preparing the HR-related reports on workload management, SLA achievement (including quality) and process efficiency;
• Analysing the related management reports to observe trends and introduce improvements;
• Leading and motivating team members and encouraging professional development;
• Encouraging co-operative team-working across the business;
• Continually seeking out ways to improve client satisfaction;
• Supporting all internal and external audits related to administration and recruitment
• Participation in transition in Q2

We are looking for professionals eager to engage actively in setting up an HR service for well-established UK & Ireland retail brand. This is an opportunity to drive impact through dynamic Digital Employee Operations, with scope covering Vacancy & Onboarding management, Employee Administration, Payroll and Rewards processes. We invite you to be a part of global team valuing collaboration, diversity, quality and fun, taking on this new exciting challenge, including the transition of HR processes into Kraków Delivery Center.
Join us and use your skills to make a difference.