About the company

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.  

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.  

Join us at www.iwgplc.com 

Duties and responsibilities

• Effective employee communication and champion for employee experience. Demonstrate strong verbal and written communication skills and great interpersonal skills while dealing with diverse population of employees. Regularly demonstrate a desire to help IWG employees within the scope of the work that sits within HR Shared Services.

• Ticket Management and General Administrative tasks. Work on HR cases assigned via the HR Ticket Management System that are received from IWG employees from all applicable countries of support. Provide support to inquiries received from IWG employees and help to resolve or escalate cases as necessary. Cases that will be addressed will be Tier 1 level concerns. An HRSS Operations Associate will also be given regular or ad hoc general administrative tasks whenever required.

• Handling Confidential and Sensitive Information.  Effectively managing business related requests and working under strict enforcement of confidentiality and compliance policies.

• Employee Data Management. Review and update of employee data in the HR Management System. Initiate employee onboarding for new hires and rehires, initiate transfers, and other lifecycle activities, and support the generation of reports and other employee documents as required.

• Performance Tracking. Update business trackers, tools, and systems. Comply with performance monitoring protocols.

Job Competencies

• Critical Thinking
• Active Listening and Customer Service Orientation
• Operational Efficiency
• Business Communication
• Time Management
• Organizational Skills and Prioritization

Basic Requirements

• Has a professional work attitude and works collaboratively and effectively with others
• Proficient in using standard Microsoft Office business tools such as Word, Excel, PowerPoint, and Outlook.
• Understanding of basic shared services support model.
• Understands and can effectively complete required deliverables within expected performance timelines and regularly achieve performance goals such as SLA, QA, CSAT, and others.
• Performance driven and strives to constantly improve themselves.
• Flexible and can adapt well to a fast paced environment supporting the global presence of IWG
• Can work collaboratively with the team and or the local HR to address open tickets assigned
• Should possess excellent communication skills and be fluent in business English

Preferred Qualifications

• Experience in using an applicant tracking system (ATS) and/or an HR ticketing system
• Previous experience in shared services setting, specifically in HR or Talent Acquisition OR in the BPO or other related shared service teams for at least 6 months.