Job Description

Analyst - Contact Centre

• Be part of the world's leading mining organization
• Ensure key talent is mobilized to ensure the success of company strategy.
• Based in Gurugram, India

About the role


This role is part of the Group Services, Employee Support and Payroll Services (ESPS) People Desk / Concierge team which is responsible for employee support, employee data maintenance, and payroll activities for Rio Tinto employees and contractors in the APAC & Atlantic region. This agile team's key objective is to uplift employee satisfaction and faster resolution along with regional delivery partner organizations within ESPS.


ESPS is a global team with team members across all our major hubs taking care of global payroll, EDM, payroll accounting, and supporting employees by managing their queries & support in process improvement initiatives.


This role is responsible for supporting delivery partners in managing employee resolution (end-to-end queries), working on process improvement & enhancement to improvise employee experience and increase first-level query resolution, owning end-to-end resolution and providing single window resolution.


Working in the ESPS team is a great opportunity for a dynamic professional who is a true collaborator with a continuous improvement mindset. Our ESPS roles are fast paced, challenging, and supported by Business Process Outsourcing (BPO).

What the role entails

Reporting line: Advisor- Contact Centre

Scope: Your scope will include (but not limited to) below:

• HR query handling for EMEA/Atlantic
• Perform in line with SLA & KPI
• Flexible to work in late night shift or early morning shifts.
• French (& English) language expert
• Work with delivery partner to ensure employee queries are resolved on time.
• Customer centric approach
• Good communication and French & English writing skills
• Knowledge & understanding of SAP & HR ticketing tools (preferably ServiceNow)
• Problem-solving ability and detail-oriented
• General understanding of HR Operating environment, including global HR policies
• Good Knowledge of Microsoft Excel and Word
• Preparing SOPs/Standard Responses/ FAQs
• Support in root cause analysis and help identify and work on corrective actions.
• Proactively identify improvement opportunities and projects, resulting in process improvement and enhanced end-user experience
• Respond to, support, and resolve ad-hoc queries, escalating to the Leader or Site HR
• Pay strong attention to detail and have excellent problem-solving skills

About Yourself


We are looking for passionate candidates having:

• MBA preferable in HR
• efficient at MS Office; SAP; ServiceNow
• Language - French (minimum B1 level), English (Excellent)
• 3-5 years' experience in Global Shared Services, Global HR Operations or Global Contact Centre

About us


Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminum, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive. We have been mining for almost 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs - striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can't do it on our own, so we're focused on creating partnerships to solve problems, create win-win and meet opportunities.

Where you will be working


The Rio Tinto office in Gurgaon (India) is one of our corporate hubs and houses service and support functions, as well as a portfolio of product groups including Copper, Coal, Iron Ore, Diamonds, Minerals, Exploration and Growth & Innovation.

Every Voice Matters


We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome - they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or anything else that makes us different.


At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA+ community, mature workers, and people with disabilities and people from different cultural backgrounds.

So, if this sounds like you and the opportunity you are looking for, apply now or before 02 nd Aug 2024.


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