As HR Line Manager Advisor you will report to your HR Line Manager Advisory Lead.
You are accountable for client focused co-ordination, management and delivery of all Advisory processes, for both employee and line manager, with a focus on Brazil.
Specific responsibilities of the role include, but are not limited to:
Respond efficiently and effectively by telephone or email to all incoming questions issues and requests raised by employees & line managers across all UBS divisions, with a focus on UBS staff in Brazil
Maximize employee and line manager satisfaction by optimizing call answer time, call handling time, resolution of issues without escalation, first call resolution and maintaining a customer-oriented attitude whilst demonstrating competence and expertise
Respond to more complex employee queries which cannot be resolved by HR Advisors and for which there is no Level 2 Specialist to escalate the query to (e.g. long term sickness cases)
Liaise with local HR team in Brazil for problem resolution and communication of issues
Provide in person support as needed in exceptional cases (e.g. exit support for critical cases, performance management issues for which LM needs support, redundancy exercises, creating and implementing action plans for death in service cases etc.)
Collect relevant information and categorise requests and prioritise requests, utilizing the case management tool.
Resolve cases received, leveraging solutions in the knowledge database or escalate as appropriate
Manage requests through their lifecycle until closure, monitor progress of issues to ensure resolution and highlight to relevant parties where issues are not getting resolved. Update the clients on progress.
Notify clients of resolutions and close requests when resolution is confirmed
Encourage Employees and Line Managers in the use of self service tools available to them
Contribute to the development of the knowledge, acting as an ambassador for the new HR model, particularly with employees, line managers and HR partners in Brazil
Work in collaboration with other team members to establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner
Contribute to the operational process improvement activity by providing support to the HR Advisory Lead in any continuous improvement initiatives
Support cross functional projects to guide the business on large ad-hoc change initiatives such as mass employee reduction.
Develop subject matter expertise in the area of Brazil Local HR practices and policies
UBS - 10 months ago
We draw on our 150-year heritage to serve private, institutional and corporate clients worldwide, as well as retail clients in Switzerland....