Senior HR Advisor

Profile

, Philippines

Job Family Group:

Human Resources Jobs

Worker Type:

Regular

Posting Start Date:

April 19, 2022

Business unit:

Experience Level:

Early Careers

Job Description:

Job Purpose :

The Senior HR Advisor is part of HR Operations under Global Systems Support team. This role is the first point of contact for Managers, Shell Employees, and Extended Enterprise for requests and issues related to Shell HR systems. At the same time this role is responsible for the rapid and efficient resolution or escalation of requests to 2nd line of support and actively builds a supportive and learning environment to maximize team’s operational result and knowledge. Being part of a global team with regional presence – the Senior Advisor is responsible for alignment across all regions in areas of process/system knowledge, ways of working, onboarding, and proactively shares learnings and seeks for improvement opportunities.

The scope of the role covers functional and technical support for HR systems (e.g., HR Online, Shell People, Workday, APRO, Salesforce, A365, etc.) including the whole range of global and regional processes: Personnel Administration, Organization Management, Roles and Authorization, Compensation, Pay & Time Management, Talent, and Learning. The scope includes all SAP and Workday-related process and system requests and will finally extend to include all HR-related requests (i.e., processes, policies, and systems).

The Senior Advisor cooperates on a daily basis with a wide range of teams under HR functions, IT, DevOps as usual resolution process.

Key Responsibilities


Provide end to end support to Shell employees, extended enterprise line managers, and HR for issues and queries related to Shell HR systems.
Support HR Operations with the most complex cases in the area of HR systems.
Investigate system errors raised by end-users and manage ad hoc support request in area of respective expertise and in cooperation with various HRIT stakeholders.
Collaborate with respective HRIT stakeholders (GFIT/IMS/ITJML) and DevOps teams, ensuring effective ways of working and two-way communication, timely resolution of IT tickets and escalations.
Act as a role model in applying work principles and processes, as well as when dealing with clients.
Support own team in the resolution of complex requests and the analysis / diagnosis of the problem to route the request to the appropriate 2nd line support (first line of support for own team).
Ensure timely resolution of cases by escalating complex issues to 2nd line of support where required.
Assist Team Leader in managing team’s performance by performing regular quality checks for less experienced colleagues and sharing quality feedback on their performance (coaching).
Assist Team Lead with ad hoc queries, acting as back-up/stand-in for Team Lead during absences for admin tasks (e.g., ROTA, leaves, shift schedule).
Provide assistance to SPORs/SME whenever needed, by supporting the team with complex issues, active participation in the projects handled by SPORs/SMEs, sharing feedback about system/process from the team and stakeholders, sharing improvement ideas.
Striving for continuous improvement in service delivery by participating in improvement initiatives. Proactively identifies CI opportunities based on team data and feedback gathered from the team.
Regularly share knowledge and learnings within Global System Support team by organizing/delivering trainings, collaborating with co-Senior Advisors in other regions.
Leading onboarding for New Joiners.
Manage cases according to established ways of working, including:
Using Salesforce system to log queries and updates, create cases and ensuring closure of cases.
Using SNOW (ServiceNow) system to log IT escalation tickets and follow-up with the resolution.
WIP management, keeping customers updated on the status of open cases.
Taking ownership of end-to-end processes.
Seek for rapid and efficient resolution of requests, promptly resolving the majority of requests in first call / emails when first opening.
Handing-off cases to other teams in HR Operations as required.
Meeting established KPIs and SLAs.
Timely escalation of complex queries to SME’s and IT Teams.
Providing input for Knowledge Management within the team (including creation and ownership of documentation/knowledge articles).
Adhering to the Data Privacy rules, including reporting all Data Privacy breaches.


Key Challenges:


Fast-paced work environment requiring learner mindset
Manage escalated issues & queries efficiently and promptly
Constant and demanding workload
Prioritization of tasks and time
Meeting tight deadlines
Maintaining credibility with customers
Maintaining strong working relationships with all stakeholders
Identifying and applying best practice to increase efficiency
Cultural diversity


Requirements


English (Good command, both written & verbal).
Ability to work on multiple complex cases at once with no supervision, prioritization.
Proven customer centric approach.
Proactive approach to issue identification and resolution.
Strong learner mindset – ability to quickly build and update knowledge without supervision.
Great analytical and problem-solving skills.
Skilled in giving feedback, coaching skills will be an advantage.
Strong knowledge of HR Systems (Salesforce and Workday, Shell People will be an added advantage).
Strong knowledge of Microsoft suite.
Tertiary qualification – preferably in HR, IT, Support Desk (as advantage).
Experience in working with HR processes/policies (HR Operations background as advantage).


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DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

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