Business Unit, Department, Reporting Job grade/level OP1 Business Unit Human Resources Department HR Service Centre Position reports to Team Lead: HR Service Centre Span of Control 0
Core Description To deliver administrative, advisory, and processing activities for all change requests and/or queries received via the Helix Service management platform to all BCX HR Team members and Employees including providing information, managing data, completing process delivery and escalation of queries to HR Centre of Excellence.
To advise all BCX employees based on information received and knowledge of BCX HR policies and processes; understands issues and problems and manages them accordingly. Key Deliverables / Primary Functions To provide requests / query resolution services to employees, following processes, in line with defined Service Level Agreements (SLAs) To problem solve queries and issues with requests, offering resolution and/or escalating queries to the relevant team within HR or relevant HR COE. To understand and gain insight into employee concerns and problems by questioning, exploring issues and reviewing data and queries submitted. Able to use HR systems, entering data into relevant systems and ensuring data quality. To produce analysis and recommendations through data from relevant HR systems at BCX to answer queries. To accurately collect and distribute to payroll information and documents received for engagements and terminations to compile and maintain the electronic employee files, ensuring quality, correctness, and confidentiality. To receive queries and change requests relating to Org structure changes, contract addendums, extensions, and conversions. Receive and/or consult on Biographical data changes and updates. Confirm the correctness and completeness of the supporting documentation received for all change requests and submit to payroll for processing. Engage and manage with HR BP team in event that documentation for various requests are not received timeously. Work closely and request information from HR COE, Finance or Procurement, to facilitate the Acknowledgement of debt and HR Invoicing process. Manage the AOD and Invoicing process end-to-end to ensure conclusion is reached or final payment has been received and documented. Support Talent Acquisition team in scheduling of MIE, Police clearances and Psychometric assessments once requests for service received via Helix. Core Functional Skills & Knowledge
HR B2B Customer (Employee) Experience required
HR Digital platform (SAP) knowledge and experience.
HR Service Centre escalation and relevant process knowledge
BCX HR policy and process knowledge is essential / may demonstrate proficiency in an area of HR specialism e.g., reward, recruitment
•Helix HR Self Service Platform knowledge and experience
Attention to detail
Ensures facts are correct, complete, and consistent.
Strong administrative skills
Excellent analytical and problem-solving skills
Excellent interpersonal and communication skills, both written and verbal.
Strong numerical skills and knowledge of HR calculations and Analytics
Understands how to handle, resolve, and escalate enquiries and change requests; passes on information promptly.
Have experience of handling queries in relation to the full employee lifecycle.
Negotiation Core Behavioural Competencies 2. Delivering Results 3. Meeting customer expectations 4. Teamwork 5. Handling Pressure 6. Communication and Impact Excellent organization, time management, and attention to detail 1. Job Match Rating Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Qualification preferred or advantage Experience
2 years’ relevant experience. Certifications None Professional Memberships in Relevant Industry Level of Engagement & Span of Control
All levels of Employees Special Requirements/ Employment Condition Ability to cope under pressure Ability to adapt flexibly to change Workplace/Physical Requirements Hybrid Remote Worker Non-Billable
