Job Location:
MYS Kuala Lumpur – Jalan Kerinchi

Job Description Summary

The purpose of this position is to plan, organize, coordinate and manage the service delivery of the associate services for Greater Asia. The position will utilize discretion latitude in decision-making and being a subject matter expert in Human Resource (HR) managed policies. As a consultant to advise customers on system behaviors, functionalities, processes related to HR.

This position supports the Customer Interact Center (CIC) in developing and updating call scripts by receiving and resolving tier 1 inquiries. The position provides expertise and is a point of contact cross functionally with the applicable Center of Excellence (COE). Work with CIC Lead to manage customers’ expectations, drive process standardization, harmonization and process improvements through resolution of operational related issues and enquiries.

Provides high standard of customer service to ensure a satisfactory end-to-end customer experience at the same time comply to the Standard Operating Procedures, Policies and Guidelines.

Job Description

Key Responsibilities (Top tasks & outcomes for which this position will be accountable)

  • Provide consistent and professional support to associates enquiries and requests thru Case Management tools, phone and email using call scripts .
  • Ensure data confidentiality and carry out appropriate data validation prior to processing associates 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 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 is 100% accurate.
  • Support team members by resolving critical operational issues and enquiries, and manage the escalation of complex operational issues according to escalation process. Ensure stakeholders consulted, risks contained and sustainable solutions made in place for business continuity.
  • Manage knowledge management portal and ensure information captured in HRone portal is up to date with current changed i.e HROne by ensuring the contents and layout are complete comprehensive, current, organized and user friendly. Ensure new/ modified content is properly edited, proofread and/or translated and uploaded. 
  • 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.  Identify process and systems implications of, and solutions to, new or modified programs and policies.
  • 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.
  • May require to provide input to CIC Lead on team’s performance.
  • Flexible in taking-on new responsibilities, contribute and open to new ideas and work collaboratively as a team to achieve common goal.
  • To perform other duties as assigned by the CIC Lead as and when require.

Educational Qualifications & Previous Experience

  • 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 customer from multi region or multi countries.

Knowledge, skills and abilities

  • Excellent oral and written communication skills with  the ability to independently compose routine written business communications.
  • Proficient in end to end HR processes.
  • 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.
  • Contact Center telephony skill.
  • Applicable Operational Languages
  • English & Malay
  • Japanese (added advantages)
  • Chinese (added advantages)

Primary Work Location

MYS Kuala Lumpur – Jalan Kerinchi

Additional Locations

Work Shift