Position Summary

This position is the first point of contact responsible for the resolution of employee and manager inquiries and requests that are escalated via phone, email, HR portal, or other access channels. It provides exceptional customer service to Employee Services customers, inputs data and ensures data integrity. Leveraging tools such as case management system to respond and track employee and manager inquiries, thus providing data and information as to the effectiveness of the HR organization. Through their actions, the ESRs provide the first class HR operation service and helps driving employee satisfaction.

Roles & Responsibilities

ESR team has to demonstrate strong independency and proactiveness in providing solutions and making decision in their daily responsibility.

• 50% Problem Solving – to Comprehend HR Connect system and Understand thoroughly all policies in the H2R processes in order to resolve queries raised by users.

• 25% Decision Making – Although most of the work processes in Employee Services is written as Desktop Procedures (DTP) which Employee Services Representative should follow the steps in completing the task, there are other tasks (e.g. testing, process improvements, etc.) where there is no DTP available. The needs and room for decision making will be higher for tasks outside DTP.

• 25% Independence of Action and Accountability – ESR is required to be independent in closely monitoring the H2R process to ensure the data accuracy and smoothness of process

ESR will exercise the above competencies through the below Roles & Responsibilities:

20% Manage the on-to-off boarding process through HR Connect to ensure an effective and efficient customer experience

15% Train and coach HRBPs when data (e.g. Oracle work structures) are inconsistent and ensure HRBPs do not repeat those data inaccuracies

10% Identify and implement process improvements include but are not limited to Oracle, HRIS, Talent Acquisition, Employee Relations, Employee Services, Compensation and Benefits, and Leave Administration.

10% Solve routine H2R problems and escalate as needed, and use professional and customer-focused approach to handle employee inquiries

10% Train new hires and promote manager on using ESS and MSS. Answer staff enquiries on leave (absence) policy and eLeave system

5% Understands scope of services and escalated items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate HR representative for support.

5% Provide support and assistance on HR projects upon request and availability

5% Generate timely standard HR Analytics (e.g. headcount and staff turnover reports) to facilitate HRBP / COE understand the people challenges of the organization

5% Perform HR systems testing and make suggestion for HR systems improvements

5% Provide HR administrative service including letter generation employment contract, employment verification letter, visa application letters, etc.

5% Daily maintenance of HR Connect and all related systems, this included logs all calls on the case management system, Data validation for Employee Services activities, employee privacy, etc

5% Document and update Desktop Procedures (DTP), Job Aids and Sharepoint whenever needed

Qualifications

Skills & Requirements

• University degree with minimum 2 years’ relevant experience preferably gained from employee / customer function

• Fluent English and Cantonese skills

• Excellent interpersonal skill and good telephone manner with strong communication skills

• Working knowledge in data mining and being able to draw concise conclusions

• Ability to deal with multiple tasks and requests in an evolving environment

• Pleasant personality and positive attitude, responsible and committed

• Proficiency in MS Office applications

• Experience in Oracle HR System is an advantage

Job: Human Resources

Primary Location: Asia Pacific-CN-91-Kowloon City

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 194945