Virtual Talent Hub Full Time

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Job Description

Job Summary:

(Briefly describe the main objectives and purpose of the job. Why does the job exist?)

The Cross-Border Travel Support (CBTS) team supports engagements in the planning and deployment of cross border resources. CBTS works closely with all service lines to coordinate and execute transactional support for cross-border travelers. TSS-CBTS Global Support Center (GSC) team supports the HR Services – CBTS team to deliver these services for global engagements.

The CBTS Associate is responsible for completing work activities of Cross Border Travel Support in accordance with the established policies, procedures, and service level agreements of GDS whilst building positive and productive relationships with stakeholder representatives and travelers.

Purpose of the Job:

(Identify and describe the primary duties and responsibilities. Assume that the reader does not know the role or purpose of the job)
Attends to CBTS functional inquiries/requests/transactions as assigned (including inquiries or requests via telephone or email) in accordance with established policies and procedures
Ensures all transactions are processed, documented, and delivered within defined SLAs and quality standards and that work instructions are diligently followed; escalates issues as needed
Ensures Work Instruction documents are followed while handling the process
Ensures all new process updates are incorporated while processing transactions
Responds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines
Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor
Responds to emails and enquires in a timely manner
Prepares and contributes to reporting as directed
Actively participates and completes the performance management and development plan activities
Identifies potential areas for process improvements and makes recommendations to Supervisor
Assists with GDS initiatives and other projects as assigned
Ensures GDS organizational policies and processes are followed

Role Responsibilities:
Work independently to meet the CBTS Case Manager/Traveler requirements to ensure a successful business travel experience.
Participate in regular and ad hoc meetings with onshore team.
Communicate effectively with Case Mangers and team regarding expectation management, capacity, training needs.
Develop and maintain strong relationships with CBTS Case Managers as well as key operational stakeholders from the respective region e.g., Internal Tax & Immigration Experts, Talent, Procurement etc.

Knowledge and Skills Requirements:

(Describe the knowledge and/or skills required to perform this job – these may be technical, managerial or behavioural in nature and can be divided by mandatory optional / considered as an asset)
Good communication, interpersonal skills, and customer orientation; works effectively with others
Command of spoken and written English
Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job
Good organization, analytical and problem-solving skills; able to exercise judgment in day-to-day work activities
Takes initiative and follows through as appropriate; attentive to details; efficiently processes high volume of transactions
Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
Good keyboarding and data entry skills
Strong computer skills in Microsoft Office applications (Word, Excel, PowerPoint, Teams) and analytical skills.
Flexibility to work in shifts including night shifts
Curiosity and motivation to acquire new skills as necessary.
Ability to work within a multicultural team.

Other Requirements:

(Is overtime regularly required? Are there times of year that vacation may not be taken? Is frequent travel involved? How much? Are there physical requirements outside of those expected in a normal office environment? Any other miscellaneous points about the job that should be made known?)
Due to global nature of the role, willingness to work alternative hours will be required
Ability and willingness to adjust to new/changing tasks in a flexible manner
Willingness to share and document knowledge

Job Requirements:

Education:

(What is the minimum level of education required/suggested to perform this job?)
Educated to degree level is required

Experience:

(What type of experience is necessary to perform this job?)
1+ years relevant experience
International experience either during studies or work related (preferred, not required)

Certification Requirements:

(Describe and explain any certifications and/or licenses needed or helpful to perform this job)
Professional certifications and/or masters studies in a related discipline is preferred, not required
Active membership to related professional bodies or industry groups is preferred, not required

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