SLA & KPI Tracking: Monitor and evaluate the day-to-day performance of our key service provider managing the learning administration, ensuring strict adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Performance Reviews: Conduct regular operational reviews with the vendor to identify bottlenecks, optimize workflows, and drive continuous service improvement.
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SLA & KPI Tracking: Monitor and evaluate the day-to-day performance of our key service provider managing the learning administration, ensuring strict adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Performance Reviews: Conduct regular operational reviews with the vendor to identify bottlenecks, optimize workflows, and drive continuous service improvement.
Reporting & Escalation: Consolidate vendor performance data to provide routine updates to zone leadership, and act as the primary point of contact to resolve and escalate critical service issues.
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Technical knowledge in SAP S/4HANA HR Development, ABAP, RAP, CDS Views, AMDP, SAP Fiori, SAPUI5/OData, Business Objects, SQL, and SAP HANA would be an advantage.
Familiarity with Employee Central integrations, including Business Integration Builder (BIB), UI Mashups, data replication, and SSO setup/support, is beneficial.
Experience supporting global HR systems and collaborating with stakeholders across multiple regions is preferred.
Manage day‑to‑day HR inquiries from employees and managers through the HR case management system and external HR mailbox.
Provide guidance on standard HR policies, procedures, employee movements, resignations, terminations, and general HR work rules. This includes handling employee grievances and complaints logged as Case, ensuring proper documentation, follow‑up, and timely closure; escalate sensitive or complex cases to HRBP or Functional Expert where appropriate.
Prepare and issue reference letters and other standard employee documentation upon request.
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SLA & KPI Tracking: Monitor and evaluate the day-to-day performance of our key service provider managing the learning administration, ensuring strict adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Performance Reviews: Conduct regular operational reviews with the vendor to identify bottlenecks, optimize workflows, and drive continuous service improvement.
Reporting & Escalation: Consolidate vendor performance data to provide routine updates to zone leadership, and act as the primary point of contact to resolve and escalate critical service issues.
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Resolve day-to-day tickets globally via Workday and Service Now, ensuring timely updates and system accuracy.
Act as first point of contact for questions from Alcon associates and managers
Process HR lifecycle changes: employment verifications, personnel file administration, new hire processes, employee data changes, onboarding, colleague referrals and others, following global and local processes and compliance guidelines and maintain confidentiality of employee data
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Technical knowledge in SAP S/4HANA HR Development, ABAP, RAP, CDS Views, AMDP, SAP Fiori, SAPUI5/OData, Business Objects, SQL, and SAP HANA would be an advantage.
Familiarity with Employee Central integrations, including Business Integration Builder (BIB), UI Mashups, data replication, and SSO setup/support, is beneficial.
Experience supporting global HR systems and collaborating with stakeholders across multiple regions is preferred.
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You will lead and develop a team of HRIS support specialists, setting clear operating standards, coaching for performance, and building strong functional depth across People Systems support.
You will manage day-to-day support operations for related People Systems platforms, ensuring issue resolution, strong service reliability, and a high-quality experience for internal users and stakeholders.
You will define, track, and improve support performance metrics such as SLA attainment, backlog health, resolution time, ticket quality, recurring issue trends, and user satisfaction.
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Manage the full recruitment lifecycle from manpower requisition to successful onboarding.
Develop and execute sourcing strategies through job portals, social media, employee referrals, recruitment agencies, career fairs, and other recruitment channels.
Screen resumes, conduct interviews, and assess candidates based on job requirements and organisational fit.
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Resolve day-to-day tickets via Service Now and Workday transactions, ensuring timely updates and system accuracy.
Handle client requests with politeness and detailed responses.
Process HR lifecycle changes: employment verifications, personnel file administration, new hire processes, employee job and data changes, onboarding, referrals and other processes, while following global and local processes and compliance guidelines and maintaining confidentiality of employee data and compliance
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