DUTIES:
Support the delivery of onboarding, offboarding, and employee movement processes, ensuring timely and accurate execution.
Triage and assign incoming service requests and tickets to the appropriate P&C teams or resolve directly when within scope.
Maintain high standards of customer service by ensuring all interactions are professional, empathetic, and aligned with IITA's values.
Monitor and manage service level agreements (SLAs), ensuring timely resolution of queries and minimal ticket backlog.
Document and update standard operating procedures and knowledge base articles to support continuous improvement.
Identify recurring issues and escalate trends to relevant P&C teams for process improvement.
Ensure compliance with data privacy and P&C policies in all interactions and documentation.
Maintain confidentiality and data protection standards in all interactions.
Perform other job-related tasks as assigned by supervisors.
QUALIFICATION:
BSC\HND in Business Administration, Human Resources Management or any other related courses with a minimum of two (2) years' experience performing a similar role in a well-structured environment and an HR services delivery preferably in a contact centre environment. Understanding Research for development or working with research sector and Professional certificates such as SHRM-SCP, CIPM, CIPD and PMP are added advantage.
COMPETENCIES:
The ideal candidate must:
Have good analytical, engagement, and collaboration with ability to work in multi-cultural project team in a networked way of working in a global organization.
Have experience using IT (Microsoft) and HR information Systems.
Demonstrate excellent written and verbal communication skills in English. French and Portuguese are added advantage
Be proficient in the MS Office Suite, HR systems such as Workday, SNOW or similar platforms.
Be familiar with providing HR services to a large multicultural project and donor requirements and reporting on people issues.
Possess strong organizational and problem solving skills with a customer-centric mindset.
Must focus on efficiency, accuracy and results.
Demonstrate empathy, responsiveness and proactive support.
See Interdependencies across HR and organizational systems.
Builds trusted relationships with internal and external stakeholders.
Demonstrate discretion and professionalism in all interactions.