Controller Operational & Business Support Annual Review Process

We are seeking an enthusiastic Operational & Business Support Annual Review Process Controller to join our Global Compensation & Benefits team.

This person will play a crucial role in operational & business support of the Annual Review Process within our organisation for the key employees and leaders.

The successful candidate will work closely with the HR team, employees, and management. 

The role is divided into 2 pillars:

1. Operational and business support to the Annual Review Process;

2. Shared mailbox and ticketing system administration.

Main tasks related to operational and business support to the annual review process:

• Act as a SPOC (Single Point of Contact) for Business Leaders on all aspects of the Annual Review Process;

• Gather, control, and prepare data for uploads to the Annual Review Process tool;

• Follow-up on assigned activities & report out on progress;

• First line troubleshooting;

• Prepare, print, and archive related documents;

• Perform other ad-hoc administrative support (LTI support, preparing communications, …);

• Prepare program documentation, training materials, and employee communications related to the Annual Review Process;

• Organise training sessions/webinars;

• Ensure compliance with statutory requirements and internal governance controls.

Main tasks related to shared mailbox and ticketing system administration:

• Share responsibility for managing the shared mailbox and responding to daily queries and tickets in line with service level agreements (SLA) and quality standards;

• Assist employees and leaders in resolving the issues; 

• Analyse recurring issues and trends; report findings and propose long-term solutions; 

• Manage the ticketing system, identify different types of tickets, and log them accordingly. Ensure the tickets are correctly categorised and prioritised;

• Follow up on ticket resolution and escalate to the appropriate functional or hierarchical level when necessary;

• Monitor and analyse statistics, trends, and reports to determine the effectiveness of the ticketing system; 

• Contribute to the development and implementation of team KPIs and dashboards.