Member Services Associate

CGI-experience the commitment

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Category: Human Resources
City: Taguig, Abra, Philippines
Position ID: J0317-1168
Employment Type: Full Time

Position Description:

We deliver HR Services via a global HR model providing a robust, agile, and scalable approach to reflect on-going business changes. The model establishes the people, processes and technology to deliver the vision, and provides HR service excellence to our partners and managers around the world. The model positions HR at the heart of the business, between the strategic objectives and the operational reality.
The Associate will be part of the GHRMS France Service Area team and will perform tasks limited to FRANCE SERVICE AREA transactions only. The Associate will focus in ensuring that cases for the FRANCE SERVICE AREA SBU are being managed and resolved. Additionally, AdHoc tasks requested by the business will be supported by the Associate.

Key Responsibilities:
• Function as the First point of contact for cases raised by the members and/or managers via call or HR Helpdesk Tool.
• Answer phone calls received in English and/or assigned supported language.
• Appropriately categorize, prioritize, assign and escalate cases to the correct provider group.
• Assist, where possible, in resolving HR related queries from members/managers/non-members.
• Provide a positive image of CGI through his/her role.
• Deliver GHRMS services on the assigned agreed processes to CGI members around the world.
• Participate in all assigned GHRMS projects and activities ensuring successful performance with GHRMS Management.
• Ensure that set objectives are met as defined on the agreed performance metrics.
• Gather relevant detailed information regarding the queries.
• Provide support to the Manager, Team Leads and Senior Associates on investigating service delivery issues.
• Ensure that appropriate measures are taken to preserve member data confidentiality, and integrity in accordance with security policies.
• Maintain adherence to all company policies and procedures.
• Assume ownership of personal development and inform GHRMS Management of perceived gaps.
• Attend, participate and pass all scheduled and requested training events and assessments required to update/broaden knowledge relevant to the role.

Your future duties and responsibilities:

Key Objectives & Deliverables:

• Service Delivery
o Respond to and resolve HR queries, and ensure resolution of outstanding issues of members/managers/non-members.
o Ensure that cases are assigned to the right provider groups.
o Ensure calls are transferred to the proper department (ie. ONE IS) for out of scope inquiries.
o Perform, track and log related actions on the case.
o Perform case/contact follow-up: Daily monitoring and timely action of own case.
o Advise the Service Restoration Coordinator of potential recurring problems and/or ability to escalate member complaints when required
o Attend team meetings and training classes regularly.
o Minimize escalations.
o Perform Service Restoration Coordinator role if, and when so designated.

• Quality
o Provide an exceptional member experience at every contact by focusing on support, resolution and courtesy
o Understand and show ownership in achieving the objectives on productivity, quality and resolution
o Make an assessment of his/her skills and knowledge, make a reflection on what he/she wishes to develop
o Maintain and improve quality results by adhering to standards and guidelines; and recommending improved procedures.

• Responsibility to CGI
o Adherence to schedule
o Compliance for attendance
o Respect for self, colleagues and management
o Compliance for CGI Security Policy and as well as CGI Code of Ethics.
o Demonstration of Initiative towards self-development (active participation in individual and team training sessions).

Required qualifications to be successful in this role:

JOB REQUIREMENTS

Geographic Location: Manila, The Philippines; North America; Europe; Asia Pacific

Qualifications/Education:
• Nil

Experience:
• Experience with MS Office tools
• Relevant HR experience is an asset
• Experience/knowledge of PeopleSoft HR modules is an asset

JOB COMPETENCIES
Core:
• HR Expertise Practice
• Communication and Interpersonal Skills
• Judgment
• Teamwork
• Attention to Detail

Functional/Technical:
• Action Oriented
• Drive for Results
• Proficiency in Systems and Tools
• Proficient in the English Language (written and spoken)
• Proficient in the French Language where required (written and spoken)
• Proficient in the Finnish Language where required (written and spoken)

Behavioral
• Adaptability and Flexibility
• Customer Orientation
• Trustworthiness/Ethics

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.


Skills:

  • Analytical Thinking
  • Communication (Oral/Written)
  • Detail-oriented
  • Individual Contributor
  • Performs Well Under Pressure
  • Problem Solving/DecisionMaking
  • Strategic Thinking
  • Time Management

 
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