People Experience Associate (Mandarin Speaker)

Consulting & Generalist HR (Human Resources & Recruitment) Full time The primary role of the People Experience Associate is to provide People operations and administrative support to Business, employees and People teams to ensure consistent application and integration of policies, procedures and practices. Key deliverables include maintenance of accurate & efficient employee information & other data points, payroll management and benefits transactions, LMS administration and People policies and procedures. Document control for defined operations processes to ensure compliance with policy, quality, and statutory requirements. This role will also serve as an intermediary between the technical team and functional users to effectively utilize LMS functionalities by providing expert guidance, system management, analysis, and proactive initiatives for process enhancements. This role is part of the larger Global People Shared Services Team which will drive continuous process improvement initiatives, provide routine support for case management portal, maintain Workday and CSOD data integrity, as well as general and advanced People operations and administrative support. Let’s talk about the role:

• Provides quicker responses and resolution for routine requests received through global case management portal promptly with high quality that will improve and sustain satisfaction from the customer (employee).
• Act as an escalation point for the People Experience Associate team to guide and resolve complex requests.
• Ensure that daily Employee Life Cycle administration support, including onboarding, offboarding, internal transfers, and employment contract management (country-specific) are completed within the agreed SLA.
• Break down complex requests into smaller parts to provide resolution in a timely manner and use as case study for knowledge sharing with the wider People Experience team.
• Work closely with Subject Matter Experts to manage case assignments and ensure that there are no backlogs within the case management portal and drive for timely completion of business processes awaiting action.
• Drive accuracy and completeness of data entered and maintained in the system and periodically perform data audits.
• Well versed with various reports available within the system and able to leverage on the knowledge to solve problems and provide value add by solving business critical complex reporting requests.
• Partner with the People Experience Specialists, flexing to assist with important foundational and operational HR knowledge as needed for complex and time sensitive requests.
• Actively promote the usage of self-service and guide the employees on how to access and navigate.
• Continuously review and update internal reference materials such as SOPs and articles to provide clarity and to keep them updated.
• Work closely with SME team and Workday Transformation Team to support and successfully deliver planned, ad-hoc and urgent projects within the agreed timeline, with highest quality.
• Use procedures, policies, knowledge database and other reference materials to assist in answering requests ensuring information is relevant, current, and clear.
• Involve in People Team’s transition support; this will include Talent Acquisition, Global Mobility, Compensation and/or other admin support.
• Work closely with People Experience Specialist to involve and support for internal and external audits.
• Document control for defined operations processes to ensure compliance with policy, quality and statutory requirements.
• Drive engagement and thrive to build strong camaraderie within the team through proactive participation in discussions and open communication.
• Act as the Point of Contact for payroll related matters and provide quick resolution by working closely with the wider team.
• Provide high touch support for urgent, high priority and sensitive requests through Live Chat functionality.
• Provide support for tasks transitioning from Center of Excellence (CoE) and continuously find ways to improve the tasks supported.
• Actively review and update internal reference materials such as Quick Reference Guides (QRG) and Standard Operating Procedures (SOP).
• Support any ad-hoc requests, tasks or projects as and when needed.

• 2-3 years of related experience in HR support role (ie: HR Help Desk / HR Ticketing / HR Tier 1 etc).
• Experience in Workday or other HR Systems.
• Proficiency in Mandarin Language.
• A strong sense of business ethics and integrity including the ability to appropriately handle confidential information.
• Ability to learn quickly and understand HR activities and processes.
• Strong desire to step out of comfort zone to take stretch assignments to lead and improve self and others.
• Strong customer experience focus.
• Excellent written and verbal communication skills.
• Excited and enthusiastic to learn, and by the opportunities new challenges provide.
• Desire to work in a high caliber team and strive for exceptionally high-quality service delivery.
• Excellent computer proficiency (e.g. MS Office – Word, Excel and Outlook).
• Bachelor's Degree in HR or relevant education background.
• Experience in HR Operations/ Shared Services environment in multi-national operations.
• Experience in working within cross functional teams and able to support multiple countries with a general understanding of additional countries’ employment legislation and when to seek more qualified advice.