Main missions will be:

• Employee Queries
  • Manage and promote the use of articles available in OneSupport as Self Service.
  • Monitor and answer tickets on global related topics (Workday, Performance, Reporting...), ensure good customer experience in responses provided to employee queries.
  • Assign country specific queries to BPO assignment group.
  • Review articles and make sure they are up to date with Core Model and the latest Country requirements.
  • Apply the Service Level Agreements and monitor KPIs.

• BPO Point of Contact
  • Maintain good partnership with BPO Team.
  • Present on performance review meetings and monitor delivery of BPO KPIs.
  • Main point for escalation from BPO, working together with the partner to find solutions.

• Internal Stakeholder (P&C, Finance) Point of Contact
  • Liaise with P&C COEs such as Rewards and Performance, Talent Acquisition, Talent Management to align on strategy.
  • Main contact point for escalation from stakeholders and bridge to find solution with BPO partner and GBS PPLS.

• BPO Payroll Project 2024
  • Part of project team to support implementation of Payroll BPO in 2025.

• Transversal
  • Actively contribute to change management, new operating model adoption with employees
  • Support coordination and management of local 3rd party vendors (eg. Benefits, local admin, local legal support...)
  • Participate in global projects as required and if applicable.
  • Ensure GBS People Services Executive KPIs delivery with high quality and in compliant manner.
  • Ensure that People Services Global Core model is followed with minimal exceptions.
  • Ensure that People Services processes in each country fulfill Internal Control framework requirements.
  • Proactive support to close all gaps from Self assessment for Internal Control and follow up on Internal and External Audit finding.
  • Identify process improvement/ process simplification opportunities through elimination of redundant activities.