JPMorgan Employee Relations – Intake Analyst 

Philippines, Quezon City 

937792608

This role provides an excellent opportunity to apply your critical thinking and problem-solving skills in a dynamic and challenging environment. As Global ER Shared Services Intake Analyst, you will deliver a superior employee experience across various intake channels. You will be required to adhere to established processes and guidelines in support of current Intake and triage processes. As part of your daily duties you will triage Employee Relations Inquiries related to a range of topics and/or issues (complex, sensitive, routine, etc.) requiring attention to detail and accuracy of work while maintaining a high quality standard and ensuring data integrity.

Job responsibilities:

• Delivering high quality service to our internal ER Partners & Investigators in addition to external partners
• Resolving Manager and Employee issues in a timely and efficient manner, while ensuring a high quality, client experience
• Focusing on bringing consistency and efficiency to our global and regional processes
• Completing HR related transactions/activities/reporting adhering to company policy and guidelines
• Analyzing key data to produce meaningful root cause analysis and suggestions for improvement
• Providing knowledge of HR operations, policies and processes and to act as an intermediary with other HR teams
• Intake Support – Manages all escalated concerns through multiple sources and coordinate central intake activity including assignments, research, etc.
• Transaction Activities: Educating and guiding employees, managers, and HR personnel on self-service transactions, resolving escalations, and partnering with Employee Data Operations, ER Partners and other teams across the firm to drive an improved employee experience
• Develop and maintain key partner relationships – HRBP/BA’s, HR Legal, Compliance, Employee Data Operations, ER Partners, ER Investigators etc.
• Policy awareness - Stay well-informed of changes within lines of business and the firm; policy, procedures and processes. Ensure proper controls and risks - appropriately identify, report and manage.
• Process Improvement - evaluate processes, resources, etc. to streamline functions of the team. Core projects - Participate in projects as assigned.

Required skills, qualifications and capabilities:

• Expansive experience in successfully managing high volume cases (i.e. tickets/cases, back-office queues, etc.) required
• Working understanding of HR Policies within the firm, necessary for the role
• Strong problem-solving skills and critical thinking
• Detail oriented
• Stakeholder management and executive-level communication skills
• Managed through processes and able to follow multiple operating guidelines, meeting SLAs
• Able to drive innovation and process improvement into their day to day and make recommendations
• Able to perform as individual contributor and help team reach goals and objectives together
• Ability to multitask and adjust to the needs to the business throughout the day