Family Description

Human Resources (HR) comprises advice, services, and solutions in the areas of human resources management (e.g. total rewards, learning, talent acquisition & development, mobility) and organisation (e.g. leadership, organisational development, diversity).

Subfamily Description

Service Delivery (SDL) contains the managing of operation of service delivery to employees and managers and the monitoring of service delivery operations, technology, transaction processes, and call centre efficiency. Also comprises the establishment of standards and procedures for handling employee questions, transactions, and administration of human resource programmes.

 

Impact

Accountable for quality and accuracy of own output. Errors may have limited impact on function/project/customer. Delivers own output according to specific operational targets. 

Scope & Contribution

Individual Contributor: Participates as individual contributor to team, usually in a support role or entry level professional. Semi - routine or standard tasks. Decision making limited to standard applications in own work. Managerial/Supervisory: 

Innovation

Most work carried out according to procedures. Operates within guidelines for non-standard situations. Requires supervision and coaching from SLM or peers. Gathers relevant information to support problem solving and decision making.

Communication

Obtains and provides information to external or internal parties. Communicates information within the team in an understable way.Sometimes requires ability to influence team members of own job area on policies, practices and proceduresUnderstand facts, practices, policies, etc. to external and internal parties

Knowledge & Experience

No experience required. Basic educational knowledge. Degree or equivalent.

 

Works as a functional expert, providing professional expertise within a functional area of HR. Performs routine assignments within standardized procedures and practices with regular supervision to achieve objectives and meet deadlines. Receives instruction, guidance and direction from others and uses own knowledge and existing procedures to solve standard problems. Answers questions and solves problems related to the global / regional HR processes and information services in the scope, consulting Process owners and developers and/or IT contacts when necessary to achieve resolution and needed guidance for the user.  Contributing to a specific HR tool, process or project on improvement. Provide administrative / transactional project support: Data analyses, monitoring and ensuring data quality, creating documentation and knowledge management.