sr. representative, People solutionsConcentrix

Job Title: Sr. Representative, People Solutions
Job Description • The Case Management function is part of the PSC Group under People Solutions.
The responsibility is to establish and provide locally consistent case management practices for simple and serious employee relations cases
This is a position that suits naturally to positive people who enjoy making others' lives easier, and it will also appeal to those who enjoy problem solving.
The People Solutions Centre Representative is the first People Solution point of contact for all level 1 and level 2 employee cases. They provide advice, guidance, and direction on any and all people related disciplinary actions.
A PSC Representative will provide a fanatical staff experience that is positive, pro-active, and professional. They are passionate and committed to consistent process improvement. PSC Representatives are valued for their willingness and ability to solve employee problems.
PSC Representatives use a best in class data-driven, fact-based approach that supports the employee by providing relevant, timely, and comprehensive answers to queries.
PSC Representatives will support and guide employees and people managers to increase their confidence and ability to address their employee related issues themselves.
End to end management of level 1 and level 2 employee relations cases such as performance related and behavioral management issues.
Monitor and act upon reported disciplinary cases within SLA
Enforce the Company's Code on employee discipline by issuing sanctions after due process has been observed to employees who violated the Code to instill employee discipline and protect the interests of the Company.
Provide advice and counsel to people solutions business partner (PSBP) and people managers regarding the application of policy and procedure from an historical, cross-business, and country perspective.
Provides resolution to employees' request, queries, and complaints while providing high level of service.
Apply local legislation and regulations to case management and resolution.
Execute appropriate investigation techniques and use good judgment and balanced consideration of all available facts and information to determine outcome.
Reviews outcome/decisions with the PSBP and people managers or a more senior member of the team.
Works with the Case Manager Lead and PSBP in defining and negotiating appropriate and globally consistent disciplinary actions.
Identify potential trends or pervasive concerns and recommend potential solutions with respect to the assigned scopes.
Professionally manage multiple communication channels to engage with and resolve staff queries and concerns.
Focus on first time resolution, not directing employees to other functions but providing a high level of support
Know how to quickly search and find data / knowledge from the various information systems as required in pursuit query / concern resolution.
Maintaining excellent standards of integrity, professionalism and confidentiality at all times, challenging those whose behaviors are not reflective of Concentrix culture and values
Maintain strong relationships with PSBPs and PS COEs within your realm of responsibility
Facilitate timely and effective resolution of the concern or query in collaboration with other SMEs as necessary and stay connected with the escalation until resolution has been confirmed.
Identify policy and training gaps in the business from queries received and recognize opportunities for innovation within the PSC and beyond, focusing on continuous improvement solutions.
Identify and report trending issues that may have an impact on employees.
Responsible for proactively identifying and reporting gaps in the quality and accuracy of the PSC Knowledge Management Tool.
Understand the weekly and monthly PSC reports
Other special projects and duties as assigned
Skills & Qualifications
Excellent organizational skills and attention to detail.
Strong independent decision-making ability and comfort with issue spotting.
Exemplary work ethic and ability to generate timely, high quality work.
Ability to work effectively in a global environment, and experience with diverse cultures preferred.
Works very well with all levels in the organization
Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, CODE, and PS policies.
Advanced language proficiency in assigned country specific responsibilities.
Excellent oral and written communication
Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workload
Computer literate (Microsoft Office Suite and ability to learn other technology systems)
Well-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.
Ability to manage multiple tasks
Behavioural Competencies
Be Agile, Be Adaptive
Be Great Together
Build Character, Grow People
Connect and Care
Dare to Imagine
Solution Mindset
Candidate Profile
1 - 3 Years of Experience
Associate's Degree Preferred
Effective communication skills, both written and verbal
Proficient in Microsoft Office
Detail-oriented
Career Framework Role
Has developed knowledge and skills through formal training or considerable work experience. Entry level often for those with work experience in the skill area. Works within established procedures with a moderate degree of supervision. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Location: PHL Bacolod City - One Sanparq
Language Requirements:
Time Type: Full time
Please Note: Job cannot be performed in the state of Colorado, USA.
Concentrix

Bacolod City, Negros Occidental
Permanent
Full-time