Job Description Managed Services Project Support Representative
Job Description Managed Services Project Support Representative
Job Description Managed Services Project Support Representative
SHL helps organizations assess, select and develop the right people for the right roles using proven, science-based assessments,
technologies, consulting services and benchmark data and offer support to clients across the entire employee life cycle,
engaging HR and leaders from Finance, IT, Sales and other organizational teams. As a result, we help executives improve
business performance by realizing the value and potential of people. For more details please log on to www.shl.com
Job Purpose:
To provide administrative support for SHL’s Managed Service Project Management Team, supporting a range of products and services for all
territories from the Global Customer Service Centre (GCSC). To provide 2nd line support to clients, processing internal requests received via the
Managed Services Project Management Team. To extract data from SHL’s Talent Management systems in order to produce accurate and
timely summaries to be presented to clients.
Key Accountabilities:
• To respond to all incoming enquiries in line with published Service Level Agreements (SLAs), aiming for first time resolution wherever
possible. These tasks include but are not exclusive to:
o Administration of online, and offline solutions, including generation of reports and status updates and perform against key
KPIs and Quality measures.
o Running standard and complex projects across multiple platforms.
o Ensuring all milestones are delivered according to SLA agreements.
• To understand the organisation structure and to liaise and build strong relations with internal teams, locally and remotely.
• Communicate and collaborate with relevant internal functions to resolve member issues and improve service execution
• To build a strong knowledge of the functionality of SHL Talent Management Systems.
• To undertake ad hoc projects as and when required
Knowledge/Skills/Professional Requirements:
Key Competencies:
Essential
• Copying with pressure and set backs
• Planning and organising
• Following instructions and procedures
• Presenting and communicating information
• Working with People
• Analysing
Skills:
• Excellent at checking detail – content, consistency
• Excellent organisational and time management skills
• Advanced user of Microsoft Excel
• Good communication and organisational skills
• Ability to work independently and manage own workload
• Experience and comfort analysing and managing data
• Experience of working as a member of a team
• Positive, upbeat attitude and desire to contribute meaningfully to the team
• Strong work ethic and willingness to take ownership for wide-ranging responsibilities
Page | 1
• Ability to build relationships and work well across functions
• Effective time management skills and ability to meet deadlines; demonstrated poise and grace under pressure; demonstrated
initiative and resourcefulness; ability to build relationships and work well across functions
• Weekend support where required
Experience:
• Solid experience within a customer delivery environment
• Previous experience of working to targets/SLAs
• Experience working in a process driven environment
• Experience of working with a global and international organisation
• Working with Shift patterns
Page | 2