HR Operation Executive

Consulting & Generalist HR (Human Resources & Recruitment) Full time Provide consistent and professional support to associates enquiries and requests through Case Management tools, phone and email using call scripts.

• Ensure data confidentiality and carry out appropriate data validation prior to processing associate’s enquiries and requests.
• Actively re-direct associates to self-service options by educating them how to use direct access tools and the knowledge management portal such as HROne.
• Launch case management with ownership from intake to transition, escalation, follow-up, or closure.
• Ensure services delivered are in accordance with the established Service Level Agreement (SLA) and internal Key Performance Indicators (KPI).
• Ensure quality of request handling by applying “Right at the First Time” principle where deliverables under responsible area are 100% accurate.
• Support team members by resolving critical operational issues and enquiries, and manage the escalation of complex operational issues according to escalation process.
• Manage knowledge management portal and ensure information captured in HRone portal is up to date with current changes.
• Maintain a consistent look and feel throughout the knowledge management portal and ensure compliance with BD policy.
• Primary contact interface to COE and Non-HR functional departments to appropriately escalate enquiries/ concerns.
• Ensure issues and non-compliance are recorded accurately with clarity of corrective and preventive measures is taken.
• Serve as the Subject Matter Expert (SME) to resolve first contact request relates to ASC scope of services, policies, and processes.
• Positively share knowledge and experience in terms of processes, issue resolution and best practices in closing the knowledge gaps within and cross teams.
• Maintain up to date working knowledge i.e., Call Scripts and ensure they are available for team reference.
• Develop, mentor and support team members by: Planning and coordinating on the job training; Monitoring training program and assign appropriate buddy to conduct the training; Take on the buddy trainer role as and when needed.
• Identify and recommend methods to update, simplify and enhance CIC processes, procedures as well as continually innovate services solutions.
• Act in a consultative and project management role to COE to define and implement program delivery.
• Lead or participate in continuous improvement initiatives to ensure services are effectively delivered and it brings positive impacts to operation's productivity, efficiency, standardization, and harmonization.
• Gather and analyze appropriate metrics, data and reports around compliance, performance, and data analytics (peer-level) to help initiate improvements.
• Monitor case management and timely closure of tickets with CIC Lead to ensure quality customer service.
• Work within CIC team in resource planning and workload arrangement to ensure sufficient resources in attending to daily tasks to meet the SLA with no interruption in operations.
• Flexible in taking on new responsibilities, contributing and open to new ideas and working collaboratively as a team to achieve common goals.
• To perform other duties as assigned by the CIC Lead as and when required.

• Bachelor’s Degree with a professional HR/Business Administration qualification or Diploma with equivalent working experience.
• 3- 6 years of relevant working experience and subject matter expertise in HR Customer Interaction Center.
• Able to multi-task and be self-motivated while working with others.
• Proven ability to interact with multi levels and interaction experience with customers from multi region or multi countries.

• Excellent oral and written communication skills with the ability to independently compose routine written business communications.
• Added advantage to be able to communicate in Mandarin.
• Workday experience is strongly desirable.
• Strong attention to detail and the ability to use that information to represent the service center to the COE using influence and persuasion to ensure process considerations are accounted for in new or modified programs and policies.
• Strong problem solving and analytical ability.
• Strong Customer Service Culture to ensure satisfactory customer experience.
• Workflow management.