Employee Services Representative

Position Summary

People & Culture Employee Experience Administrators are our front-line customer service representatives for World Vision staff. This position is responsible for providing quality and timely customer service and quick resolution on employee human resources (HR) issues. In addition, the Employee experience Administrator will support day-to-day administrative and operational duties for a number of our local office branches as well as provide support in the area of employment and onboarding of International Assignees.

MAIN RESPONSIBILITIES

Employee Experience & Customer Service

- Perform customer service functions for World Vision employees – mainly Global Centre staff and International Assignees (IA).

- Manage P&C Helpdesk related service inboxes by providing first line of service responses, additional resources and guidance.

- Triage more complex HR requests and route/escalate an appropriate P&C Specialist, Generalist or Business Partner or other P&C COE.

- Where appropriate, respond to service ticket issues regarding compensation, benefits and general employee inquiries.

- Identify questions, concerns and inquiries that request further information or additional procedures, guidance and/or help articles.

- Conduct periodic customer satisfaction surveys to evaluate effectiveness of P&C’s helpdesk function.

Local HR Administration and Employee Programs

- Act as a GC P&C point of contact in the local office by building positive relationships with stakeholders and establishing confident and competent P&C presence in the local office.

- Provide day-to-day administrative support for different areas of HR in the areas of local P&C office administration.

This can include (but is not limited to):

• Employee recordkeeping/personnel files

• Local onboarding/orientation of new staff and offboarding

• Administration of employee programs such as service awards and unemployment compensation

• Employee benefits (statutory benefits, local benefits, etc.)

• Vendor management/invoicing

• Payroll inquiries and reporting

International Assignees Administration & Support

- Provide support with contracting and employment process for International Assignees using existing contract templates and hiring business processes in the HRIS system.

- Provide support to International Assignees (IAs) onboarding process: ensure banking support to IAs by coordinating account setup guidance, resolving banking inquiries with financial institutions, and managing mailing data and shipment follow-up.

- Act as a point person and connection between International Assignees, Local P&C and Global Centre P&C. Help identify gaps in employment and onboarding processes and provide timely solutions.

Continuous Improvement & Other Duties

- Compile statistical reports and information as needed on P&C Helpdesk issues and other activities.

- Meaningfully participate in team meetings and make contributions into team’s success. Partner and collaborate with team members on their portfolios as needed.  

- Engage in continuous individual development and systems learning.

- Perform other duties as needed at manager’s discretion.

Required Education & Training

Associate’s Degree (or equivalent) or at least three years related experience in human resources or customer service. Equivalent combination of education and experience is accepted.

Preferred Knowledge & Classifications

• Excellent interpersonal relationship and customer service skills
• Desired: 2 years of experience
• Basic knowledge of general HR and experience with HR systems
• Skills and experience in handling simple HR requests and queries
• Time management skills and the ability to prioritize requests
• Strong organisation and coordination skills with keen attention to detail
• Ability to troubleshoot employee issues and either resolve or know how/when to escalate
• Ability to communicate with staff at all levels while personifying our WV value of “We Value People.”
• Excellent written and verbal English and Spanish communication skills
• Continuous learning and process improvement attitude