People Services Specialist
Sage - Johannesburg, Gauteng
People Services Specialist
Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes—from single-person startups to large enterprises. Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation. Sage is passionate about building a culture where our colleagues feel they can bring their whole selves to work. Where people know they’ll be judged on their performance and behaviours - not their identity. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.
People Services representatives provide first point of contact to colleagues and managers for all People transactional inquiries such as People policies, processes and programs where self-service is either unavailable, or where the query cannot be resolved through the self-service channel available. Handling Tier 1 inquiries and issues and providing service directly or ensuring proper follow through by Tier 2 team. This role also assists in maintaining knowledge base - record and document colleague interactions and create and utilize standard processes and or knowledge articles to respond consistently to inquiries.
Key accountabilities and decision ownership:
Respond and/or process colleague and manager inquiries and requests on basic to medium complexity transactions regarding People policies, and procedures and programs; personnel changes into our systems e.g. new hire related data, colleague transfers, promotions, salary increase changes, status changes, address changes, terminations, benefits, etc. in writing or via telephone, as appropriate using the agreed upon knowledge articles and processes
Coach colleagues and line managers through queries via self-service, redirection to appropriate sources of information or through available policies and tip-sheets
Determine which queries require specialist support and escalate complex enquiries to appropriate parties and keep informed of multiple policies and legacy terms and agreements to ensure advice and administration is appropriately actioned
Support People colleagues regarding the processing of People policies, procedures and programs; partner with other People colleagues to resolve issues for where additional information is required.
Handle People administrative data e.g. group benefit plans including medical, dental, vision, compliance PTO, tuition approvals and reimbursements, etc.
Provide administrative support for People Services transactions and services including for example: payroll data collection, colleague relations, absence and exits, resourcing, offer letter, payroll letters, employee references etc.
Use People Services technology to track colleague cases and resolutions and file
Skills, know-how and experience: Must have:
HR related experience with experience working in a Shared Service Centre
Demonstrated experience delivering exceptional customer/colleague service; sometimes under tight timeframes
Ability to perform a range of routine HR administration duties through experience in generic administration activity e.g. data processing, record management, minute taking etc.
Strong verbal and written communication skills Good organisation and problem solving skills
Ability to accurately enter and manage sensitive data and confidential matters
Ability to deal with difficult conversations and interactions with colleagues Fluent in English Experience with basic Microsoft Office functionality (e.g., Word, Excel, Outlook)
Bachelor’s degree or equivalent experience preferred
Knowledge of general HR processes and practices and ability to interpret them towards a case
Knowledge of HRIS and case management systems
Knowledge of country/local regulatory requirements