Client Experience/Human Resources Specialist

Job description

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.
  
  

Required Skill Profession

Other General