About this opportunity
What You'll Do
Primary Care Specialist - Employee Transaction Processing Team
At Cisco, people are our most prized asset, and we care deeply about their experience working here. In this role, you’ll influence thousands of employee experiences each year as a Primary Care Specialist. We call it the “Primary Care Team” because we are the first responders for the myriad questions and concerns our people bring to us. You’ll be responsible for supporting and executing various data transactions for our global ETP Team.
Verification of Employment
- Understand the requirements and generation of employee Verification of Employment letters while following set SLA times, meeting quality targets and company guidelines.
- Working with the VOE IT team for tool-related issues and resolution.
- Maintaining knowledge management content for Helpzone Articles
Employee Data
- Overseeing data entry and preparation of documentation for the regional team.
- Regional ETP SME Support for APJC
- Work with multiple stakeholders (Payroll, People and Communities, Benefits, etc.) in assisting timely resolution for escalations, meeting quality targets, and following company guidelines.
- Monitor Case management related to employee job changes (Title, Location, Compensation, along with Personal Data, etc..)
- Required to follow company and country requirements to ensure all requests are compliant
- Providing support to ETP Reps and clients via several channels (Siebel and Phone)
- Responsible for day-to-day regional delivery of ETP Services while monitoring and achieving all set KPI’s (quality, CSAT, and Minimum case per day targets) for the region to achieve agreed KPI’s.
- Create a team environment to trust, open communication, and cohesive team effort
- Drive digitization opportunities to increase employee self-service, reducing cycle times, costs whilst increasing experience
- Focuses on defining internal clients’ needs to determine strategy & plan that leads to improvement of a client's internal process/function, operational efficiencies, and ease of doing business.
- Regional alignment/partnerships with Compensation, stock, and Rewards Programs, attending meetings and staying connected with the programs and process changes
- Identify new opportunities for Partner/Stakeholder relationship expansion for an improved experience
- Build & manage knowledge for cross-regional ETP services and Backup Support for ETP escalations to meet target & SLA
- Drive process improvements and update process Global/Regional guides on time and make sure all processes are up to date
- Coordinating communication and training of new program updates and changes as needed and required for ETP Team
- Manage future projects or programs that are implemented and drive the process improvement
- Case Queue Monitoring
Who You'll Work With
The primary care specialist will work with multiple stakeholders such as Benefits, P&C, Compensation, Payroll, Employees, and other teams that work with/for Employee data and Verification of Employment.
Who You Are
- Can research employee issues and find solutions to ensure the resolution by being more employee/client-centric
- Able to do multiple work priorities, in a fast-paced environment, to effectively meet tight deadlines. Good problem solving and Analytical thinker
- Experience knowledge of Compensation, Stock, and Annual Rewards Programs
- Must have excellent verbal communication and written skills
- Must feel comfortable working in a fast-paced environment
- Must be self-motivated, multi-tasker, customer service oriented, and focus driven to ensure the best support is provided.
- Outstanding interpersonal skills and show interest towards the business, the integrity followed and the Quality achieved out of this.
- Ability to maintain a high level of confidentiality.
- Proficiency with Microsoft Applications (Outlook, Excel, etc.), Siebel, Smartsheet, Sharepoint, Helpzone, HRMS and Workday, Avature, Payroll, ADP.
- Flexibility in work schedule, ability to work remotely, across time zones, and cultural differences.
- Adaptable and ambitious. You will enthusiastically take on other tasks as needed to support your team
- Customer Engagement, Customer Focus, Cultural & Interpersonal Adaptability
- Case Management & operate effectively to meet tight deadlines & under pressure
- Problem Solving & Creative/Analytical Thinking
- Attention to detail and accuracy