The Customer Service team at NGA HR consists of two functional teams :
Customer Management (CMA)
Data Management (DMA)
As a Customer Service Apprentice you will focus your time on DMA activities. The key responsibilities of the DMA function include :
Data Management (DMA)
Support the Customer Service Associates with HRIS system data entry including the data entry part related to larger process : Workforce Administration (WFA), Time and Attendance etc.
Support the execution of Mass Uploads and mass controls
Produce Employee Letters regarding changes made into the system
Understand audit controls related to data quality
Simple Reporting related to data using pre-created reports and in-line with Statement of Services (SoS)
Basic scheduled data-entry activities : Terminations, bonuses etc.
In addition, you will be encouraged to :
Contribute ideas on ways to resolve problems to better serve the customer and / or improve productivity
Participate in activities designed to improve customer satisfaction and business performance.
You have :
High School diploma or equivalent
A desire to learn about Payroll and HR Service in an HR Outsourcing environment
The ability to understand external, client and internal compliance requirements
Basic Excel, PowerPoint, and Word skills
A desire to understand how the available tools / systems enable the delivery of service excellence and the ability to learn how to use these tools and systems effectively and consistently
An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role
The ability to follow NGA HR Customer Service standards
The ability to demonstrate excellent customer service / support skills
The ability to demonstrate excellent written and oral communication skills
Reasonably proficient in English language
It would be desirable if you also have :
Some HRIS knowledge : Workday, SAP, or PeopleSoft knowledge preferred
Willingness to rotate shifts, as needed
The ability to collaborate and work in a team environment, as well as, work independently and make sound decisions
Key Competencies and Description
Be Accountable : Communicate effectively and generate the desired effect, understand responsibility of ones actions and have a positive sense of humour and outlook
Solve Problems : Identify problems and escalate them, put forward creative ideas and understand changes and be adaptable
Take Ownership : Seek clarity of role and understand individual and team objectives
Be Client Centric : Meet the expectations of clients and understand the balance between external and internal clients
Be Effective : Understand priorities and demonstrate your ability to set them individually, understand operational processes and know the NGA HR Way and values
NGA Human Resources is a global leader in helping organizations make HR work better, by transforming their business-critical HR operations to deliver more effective and efficient people-critical services.
We help our clients become better employers through smarter, more streamlined data architecture and business processes to save money, manage employee life cycles and support globally connected agile organizations.
This is how NGA makes HR work. What sets us apart is The NGA Advantage. It’s a combination of deep HR experience and insight, advanced technology platforms and applications and a global portfolio of flexible service delivery options.
One Team : Ours is an interactive environment. We celebrate our diversity and recognize the strength of what we can achieve as a united team.
Innovation : We are a creative and resourceful organization. We have a talent for looking at things differently and are passionate about bringing new ideas to life.
Speed : Our energy and focus means that we always deliver quality, quickly and efficiently
Responsibility : We can count on each other. We personally take responsibility for delivering on our promises. We trust our colleagues to do the same.
Excellence : We are committed to excellence. Our internal and external customers are at the heart of everything we do and we strive to over-achieve.