Subject Matter Expert

Qualification:
- BA – preferably but not limited to: Languages, Psychology, Economics, Law
- Further qualification in HR field compulsory
- Good/excellent command on both written & spoken English with emphasis on HR terminology

Experience:
- min 3 years of similar professional proven experience, in Human Resources, in one of the fields: Recruitment, Talent Management, Comp & Ben, Personnel administration

Skills, Knowledge& Abilities:
- In depth knowledge of principles and procedures for one of the fields: personnel recruitment & selection, compensation and benefits, personnel administration, HRIS
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Communicate effectively in writing and by phone, appropriately for the internal customer needs
- Customer orientation/centricity
- Very good coordinator
- Problem solver

- Provide resolutions to complex issues that are beyond the scope of Generalists and Specialists
- Process complex transactions and works with confidential data
- Handle telephone calls, queues and administration duties during times of heavy queues or backlogs.
- Manage escalated customer problems to an appropriate solution quickly and efficiently. –
- Assists in the development and implementation of effective performance measurement approaches.
- Evaluates expectations for and capabilities of the area of expertise and makes recommendations to improve service
- Perform silent monitoring of Agents on a regular basis (based on a statistically valid sample size).
This will include sharing feedback, documenting performance improvement objectives and reviewing outcomes with the Team Leader.
- Stay current on all software applications, program information, service information and office equipment as it relates to the Client account.
- Responsible for system issues being brought to the attention of IT and monitoring their progress as required.
- Tutor & assist in the operations training of new agents during the training program
- Maintains high level knowledge of current HR laws, policies, procedures & trends
- Ensure adherence to ALU internal policies