Werk voor Franstaligen (Case Manager Quezon City)

[Soushkin]

Voor dezelfde werkgever als in dit topic: http://www.filippijnen.org/index.php/topic,13884.0.html ben ik op zoek naar Franstaligen.

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Role/Mission :

Serve as an HR expert with in-depth knowledge of particular HR areas, such as, HR, Payroll, Benefits, etc. who shall support more complex inquiries requiring investigation with multiple parties, and inquiries, which may require judgment and/or analysis of a plan or policy or may require 'exception' consideration
Serve as the point of contact when it comes to client processes.
Provide support that is action driven which includes but is not limited to complicated actions, resource engagement, and resolution ownership
Ensures accurate and timely case resolution and delivering productivity and cost improvements
Reports to the Case Management Team Leader.

Skills/Abilities required include:

Communication and language skills
Expert navigation of technology/tools
Customer service oriented with strong problem solving and facilitation skills
Specialized knowledge of policy and procedures within a specific HR function where applicable
Expert in identifying errors and completing root cause analysis
Professional Phone Manner
Ability to handle multiple tasks.
Ability to adhere to all organizational policies and procedures.

Job Duties & Detail

Core Case Management Duties

Maintains up-to-date expertise in a specific subject area
With Back office processors, manage events with higher level of difficulty and Customer services, i.e. Death cases
Approve exception requests where there are historical precedents and/or where documented rules are made available
Handles end to end case management process in accordance to agreed time and quality standards.
i.Follow up escalated cases through the eHR Case Management system — own issue resolution, client follow up, and case closure
ii.Conduct in-depth research, interpret policy based on documented rules and exceptions and resolve complex issues for escalated cases
iii.Facilitate resolution between employees and 3rd party Administration Service Provider, follow up on escalations
iv.Escalate issues that require evaluation by the client (e.g., an exception request with no historical precedence, threat of legal action, etc.)
v.Does outbound calls/emails to provide resolution to employee.
vi.Documents all calls with regards to caller's inquiries accurately using Call Tracking System.
Comply to ILC clocking requirements

Support Case Management Duties

Reinforces process discussions during CM team meetings and point out possible issues in existing processes.
Helps in RCA and process improvements (i.e. special projects, QIPs, etc.)
Provide feedback to Tier 1 Generalists on case resolution
Identify and recommend process improvements based on case trends
With back office processors, make recommendations for updates to eHR new/supplemental content based on policy/procedure changes and multiple case results, including data gathering scripts and knowledgebase

Interaction with others

Collaborate with:

QA team in CM QA calibration, process clarification, improvement or update
Back Office, Vendor & Tier 3 in meeting the required case closure turnaround time
Communication with internal functional areas as required.


Required

    Bachelor's Degree
    English: Fluent
    French: Fluent