People Operations TEC HCCT - Senior Associate
People Operations TEC HCCT - Senior Associate
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Job Description
Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS OperationsManagement Level
Senior AssociateJob Description & Summary
At PwC our people in people operations primarily focus on managing the people lifecycle and the daytoday operational tasks related to managing employees. This includes activities such as employee onboarding offboarding payroll and benefits administration absence management employee recordkeeping compliance with labour laws and regulations and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce.Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution escalation or routing of inquiries as needed in line with HR protocols and guidelines as well as be part of a team of problem solvers that help solve complex business issues from strategy to .
Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.
Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:
- Respond effectively to the diverse perspectives needs and feelings of others.
- Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
- Use critical thinking to break down complex concepts.
- Understand the broader objectives of your project or role and how your work fits into the overall strategy.
- Develop a deeper understanding of the business context and how it is changing.
- Use reflection to develop self awareness enhance strengths and address development areas.
- Interpret data to inform insights and recommendations.
- Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.
Role Responsibilities
Should know how to read write and speak French language.
Provides oversight of Associates who provide initial intake of cases
Caseworker with deep knowledge of specific product(s) taking any cases that cannot be resolved on first contact
Stays with the employee as the case moves through different stakeholders until the issue is resolved
Coordinates with Manager in situations with higher sensitivity or risk
Minimum Degree Required: Full time Graduate
Minimum Years of Experience: 5 years
Basic Knowledge/Skills:
Demonstrates some knowledge and/or a proven record of success in the following areas:
Understanding employee requests by using knowledge effective research probing questions and troubleshooting methods;
Make decisions and solving problems independently expectation to consult with a supervisor on more difficult issues;
Ability to identify common trends or opportunities and can suggest proactive process improvements;
Empathy to understand and relate to customers emotions and concerns. Can practice patience when dealing with frustrated or confused customers allowing the representative to remain calm and helpful;
Utilizing relevant technology such as Genesys Microsoft Office (Excel PowerPoint Word) Workday ServiceNow and other firm sponsored webbased technologies;
Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner;
Time zone availability is important;
Accomplishing several responsibilities in coordination of each other i.e. researching an HR solution while conversing with an employee via phone or chat);
Overseeing the resolution of high priority issues to ensure a timely complete resolution that meets/exceeds customer expectations;
Coordinating and communicating responses between technical teams and customers during the lifecycle of an issue
Preferred Knowledge/Skills:
Demonstrates some knowledge and/or a proven record of success in the following areas:
Experience working in customer service and/or a contact center Human Resources or working with employees located in the US;
Working with confidential data;
Display a positive attitude. Seeking candidates who exhibit optimism enthusiasm and a willingness to go the extra mile to ensure customer satisfaction;
Adapting to a rapidly changing environment or changing circumstances that can remain composed and adjust their approach as needed;
Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs;
Ability to identify common trends or opportunities and can suggest proactive process improvements
Shift timings
9:00pm to 5:30am IST
6:00pm to 3:30am IST
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Communication Confidential Information Handling Conflict Resolution Coordinating Staff Creativity Data Quality Documentation Administration Embracing Change Emotional Regulation Empathy Employee Data Management Employee Engagement Strategies Employee Life Cycle Employee Relations Employee Terminations HR Software Human Resources (HR) Metrics Human Resources (HR) Policies Human Resources (HR) Service Delivery Human Resources (HR) Shared Services Human Resources Assistance 11 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
Senior IC
Employment Type
Full-Time
