HR Administration Officer (Fixed-Term) At International Committee of the Red Cross

BASE: ICRC Manila Shared Services Center Philippines

Job Purpose

The HR Shared Services (HRSS) Administration Officer provides support to Geneva-contracted employees and to the HRSS in managing incoming queries sent via mailbox, HRSS Hotline and other means of communication. S/he is responsible for responding to simple queries that can be answered from the intranet and policies or processes, as well as performing simple data – entry requirements.

Main Responsibilities

Customer Support

· Act as Level 1 support for ICRC employees by reviewing and analyzing messages received through the HR Ticketing system and forwarding/escalating messages to the concerned team coordinators, team leaders, subject matter experts (SME) or management in a timely and accurate manner

· Handle incoming queries through the HR Shared Services hotline and respond to or forward the employee to correct points of contact.

· Review questions raised via AskICRC that falls within the HR Shared Services scope and respond to or notify concerned team leaders, subject matter experts (SME) or management to answer

HR Administration

· Respond to simple queries received by referring to the intranet, policies and processes and other documents readily available.

· Process requests for attestation (work certificates) of employees

· Manage data entry and follow ups of medical certificates.

· Act as back up support for the Contracts and Administration team in handling simple processes during volume surges or as required

Quality Assurance

· Contribute to the HR Contracts and Administration team by employing or suggesting industry best practices on case handling or building FAQs

· Contribute to the HR Shared Services SLAs by flagging urgent requests or special requests

· Act as point of contact in communicating messages received via HRSS Ticketing system to the team leads or SMEs that might affect the team’s processes

· Upholds Data Protection and Data Privacy laws in contexts where ICRC operates as well as internal ICRC Data Protection regulations

Selection Requirements

· Bachelor’s degree in HR / business administration

· At least 2 years’ experience working within HR Shared Services with general knowledge of end to end HR functions, policies, workflows and processes

· Excellent verbal and written communication skills in English, good conduct of French an asset

· Excellent computer literacy (Excel, Word)

· Experience using and knowledge of HR Information systems, in particular, case management tools and Meta4PeopleNet and/or Success Factors (SAP) considered an asset

Your profile

· Flexible, Exceptional customer service orientation: ability to apply, implement and enforce a defined framework, deal with the requests of employees, and other stakeholders while ensuring to maintain an open and engaging communication.

· Ability to perform tasks taking into account the priorities and deadlines.

· Ability to escalate relevant information to the team coordinators, team lead or subject matter experts.

· Ability to interpret, to link and analyse information to understand situations and problems.

· Ability to present information and concepts clearly and concisely, both orally and in writing

· Ability to analyse data and make proposals for the process improvement.

What We Offer

· Diverse and humanitarian-minded workforce

· An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide

· Training opportunities

Semi-flexible work schedule