The HR Services Experience Analyst designs, builds, and maintains a knowledge base to enable Schlumberger employees and HR to access user-friendly responses to their queries via a search engine. This role provides accurate responses to queries in a timely manner with the aim of delivering the best customer experience. The Analyst ensures all activities are performed in strict compliance with Schlumberger procedures, employment rules, manuals, policies, and country legislation.
ResponsibilitiesEnsuring employee queries are resolved either by self-service or through direct response.Timely delivery of employee query services for in-scope geography.Developing and sustaining a high-performing user experience knowledge base and documentation as required.Acting as the customer advocate and championing the NPS program, introducing actions to address customer concerns and improve the customer experience.Coordinating with Payroll Analysts to ensure employee data impacting payroll is efficiently and accurately captured and maintained within established deadlines.Acting as gatekeeper to ensure that SAP actions, transactions, exemptions, and other documentation comply with internal procedures and policies regarding master data updates before processing.Following the escalation matrix for potential incidents and reporting HR service quality events in QUEST-HR.Generating verification of employment and other certificates accurately and on time when applicable.Complying with data privacy and protection guidelines and relevant legislation.Identifying and participating in continuous improvement initiatives.Participating and contributing to service delivery meetings.Conducting research, analyzing data, providing ad-hoc reports, and presenting feedback on assigned projects when required.Performing user acceptance testing as per agreed timelines.Participating in customer engagement events when required.Serving as champion for specific activities or subject matter expert on selected topics.Documenting best practices and sharing lessons learned with stakeholders.Delivering ad-hoc knowledge sharing sessions to HR Hub employees and location HR when required.Receiving employee queries via applicable channels and responding within the established service level agreement for Tier 1.Identifying sensitive queries, emergencies, or potential risk cases and addressing them as per the escalation management process.Categorizing, validating, and monitoring employee queries to closure per defined procedures.Escalating to Payroll, Location, Regional, SL SMEs, and other parties when required to resolve employee queries.Ensuring employees are informed of the progress of their queries until issues are resolved as per established KPIs.Monitoring KPIs and reviewing employee feedback daily, following up with employees on queries that were rated low.Identifying knowledge gaps and contributing to the relevant knowledge base, working closely with the knowledge management team on updating or retiring existing knowledge content as required.Providing insights on employee query content or trends and developing recommendations/action plans to improve overall employee support and satisfaction.Minimum RequirementsExperience in customer service oriented roles with at least 2 years of experience.
Bachelor's Degree in Administration, Economy, or a similar field.
Advanced English level.
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