People Services Specialist needed at Sage

Key Responsibilities    

• Provide Exceptional Support: Respond to and process inquiries from colleagues and managers, addressing a variety of People-related topics like new hires, transfers, promotions, salary changes, terminations, benefits, and more. You’ll handle these queries with confidence, either over the phone or in writing, always guided by our knowledge articles and best practices.
• Empower Self-Service: Coach colleagues and managers to navigate self-service tools, redirect them to the right resources, or offer advice using policies and tip-sheets. Your guidance will help them solve issues on their own where possible.
• Escalate When Needed: Identify when queries require specialist input and escalate them to the appropriate teams. Stay up-to-date on multiple policies, agreements, and legacy terms to ensure you’re providing the most accurate advice.
• Collaborate to Solve Problems: Work closely with People colleagues to address more complex issues, ensuring that policies, procedures, and programs are applied consistently and correctly.
• Manage Key People Data: Handle important administrative tasks related to group benefits, such as medical, dental, vision, and more. You’ll also process PTO, tuition approvals, and reimbursements.
• Support Administrative Processes: Assist with various People Services transactions, including payroll data collection, absence management, colleague relations, resourcing, offer letters, and more.
• Track and Record Interactions: Use our technology to manage cases, track resolutions, and maintain accurate, up-to-date records for future reference.

Skills, know-how and experience:
Must have:

• HR related experience with experience working in a Shared Service Centre
• Demonstrated experience delivering exceptional customer/colleague service; sometimes under tight timeframes
• Ability to perform a range of routine HR administration duties through experience in generic administration activity e.g. data processing, record management, minute taking etc. Strong verbal and written communication skills
• Good organisation and problem solving skills
• Ability to accurately enter and manage sensitive data and confidential matters
• Ability to deal with difficult conversations and interactions with colleagues Fluent in English
• Experience with basic Microsoft Office functionality (e.g., Word, Excel, Outlook)

Preferred:

• Bachelor’s degree or equivalent experience preferred
• Knowledge of general HR processes and practices and ability to interpret them towards a case
• Knowledge of HRIS and case management systems
• Knowledge of country/local regulatory requirements
• Knowledge of colleague relations issues