The Client Experience/Human Resources Specialist will be responsible for the following across Microsourcing Colombia:
Strategy
- Assist the CE Account Manager in overseeing a set of specific clients and deliver the following: EBITDA, Client Growth, Reduced Attrition, Client Net Promoter Score and Employee Net Promoter Score.
- Assist the clients in setting up their Philippines operations and implement performance management, rewards and recognition, engagement activities, employee development plans and business continuity.
- Responsible for supporting the CEAM in managing clients and handling administrative work and serving as a Backup resource.
Growth and Client Experience
- Expand the size of operation of the clients by closely working with them and understanding their business needs.
Assist in reviewing their operation- structure, processes, policies and introduce necessary improvements.
- Deliver the growth targets for both existing and new clients.
Continue to identify opportunities for growth.
- Work closely with the different departments responsible for the delivery of the services in the site.
Cost and Site Management
- Maintain account details, keep track client requests and provide inputs to client billings that are accurate and on time.
- Closely coordinate with the different Departments on client and employee requests.
Employee Onboarding
- Responsible for the receiving the pre-employment requirements from the new hire onboarding POC and follow-up with the Client experience team the remaining pre-employment requirements not yet submitted by the new hire within 30 calendar days
- Responsible for receiving the company and government benefits applications of the employees.
- Check the completeness of the documents and attachments as well as checking the application form
- Facilitates new hire orientation
Pay and Benefits Administration
- Processing of company and government-mandated benefits
- Reporting of new hires and attrition to company initiated and government mandated benefits
- Government benefits remittance backtracking
- Reporting of new hires and attrition to company / government benefits
- Provides feedback to the employees regarding the status of their company and government benefits applications
- Handles attendance processing such as processing approved AMRs
- Does timekeeping reports for payroll purposes
- Submits a summary of new hires, attrition, Request for Personnel Action (RPAs) to P&C Manager or P&C Officer for consolidation
- Handles timekeeping such a s PTO monitoring
- Liaise directly with line managers and supervisors regarding timekeeping, benefits and labor relations concerns of the employees
Employee Relations
- Review the NTEs and decision memos of those cases that are class A-C.
Guides the Client Experience team in using the proper COC provision based on the incident/ case - Prepares the NTE and decision memos for those class D offenses
- Ensures due process is being observed in all labor cases especially for terminable cases
- Handles exit process of separated employees.
Assign online exit interview, conducts exit interview and then signs on the clearance of the employee - Send out reminders for end of contract for project employees
- Send out reminders for those due for 3rd and 5th month appraisal for those due for regularization
Records Management
- Maintains employees 201 file such as filing of employees 201 file documents and retrieving the documents from the 201 files
Employee Engagement
- Execute engagement events and activities, ensuring they run smoothly and meet the intended objectives.
- Coordinate logistics, including venue selection, catering, transportation, and event materials.
- Assist in collecting employee feedback through surveys, focus groups, and informal discussions.
- Analyze survey data to identify trends and suggest improvements to engagement initiatives.
- Distribute communications related to engagement activities, including event invitations, reminders, and follow-ups.
- Utilize various communication channels to promote engagement events.
- Liaise with external vendors and suppliers to secure services and products necessary for engagement events.
Organizational Development
- Help out in the Organizational Development Unit for implementation of projects to the respective sites such as performance appraisals
- Prepare P&C monthly report for the assigned vertical Health & Safety of our People
- Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
- Complete all necessary training and compliance requirements and professional development opportunities.
Qualifications And Typical Experience
- Bachelor's degree in Human Resources, Business Administration, or a related field.
- At least 2 years of experience in HR operations or a similar role.
- Proficient in HRIS software and Microsoft Office Suite.
- Strong understanding of labor laws and regulations in Bogota.
- Good English communication skills
- Strong interpersonal skills
- Detail-oriented and highly organized with strong analytical abilities.
- Ability to work independently and as part of a team.
- Maintains confidentiality and handles sensitive information with discretion.