Job ID: 41135 | Location: Shanghai, Shanghai, China | Work Model: Hybrid
Total Target Cash Compensation: ¥213,000.00 – ¥284,000.00
Responsibilities
Responsible for the delivery of moderate transactional and informational services to internal and external customers. Oversees the effective resolution of all inquiries received through the Ticketing tool and transactions within the defined service scope. This position responds for the resolution of moderate employee inquiries and will work together with the HR Services Hub Manager or Head of Region HR Service Hub, HRBPs / Local HR Partners and HR Vendors as defined in the respective the HR documentation. This role also includes tasks related to HR system data maintenance and handling of Payroll, time / absence, benefits & pension activities. One of the key requirements is the Japanese language proficiency since the role would be primarily responsible for Japan.
Handling of tickets, employee inquiries and support:
- Handles moderate employee inquiries allocated in the ticketing tool queue. Provides resolution in a timely manner or forwards employee related questions to the respective queue. Informs requestor about the status of request upon enquiry.
- Responsible for follow-ups on ticket’s pending inputs and closure. Ensure timely and accurate resolution of all inquiries and requests.
- Provides direct response to the requestor (telephone, email) and informs requestor about status. Individually answer & respond to high percentage of inquiries with limited escalations
- Utilize knowledge management and case management instructions to address, track and resolve HR customer inquiries within the SLAs.
- Can serve as contact to HR Vendors (e.g., Payroll, Time, ...) and other stakeholders (employees, managers, Local HR Partners, CoEs, ...)
- Provide guidance to employees and managers on self-service transactions.
Data management and Personnel administration:
- Perform moderate process administration in the respective area of responsibility, being local relevant contact point for topics such as: Payroll, Time / Absence, Benefits & Pension activities. Global service delivery (Organization & Position Management, HR Knowledge Management Database, Learning Administration, HR Data Quality Management and Compensation, Awards and Mobility administration) if assigned.
- Process HR transactions including new hires, onboarding, terminations, promotions, and transfers.
- Acts as an administrator by doing preparation work regarding moderate processes.
- Maintain accurate and up-to-date employee records in HRIS systems.
- Ensure and document process completion based on the relevant Work Instruction and perform quality checks.
- Monitor and track employee data changes and report discrepancies following HR Data Quality Assurance processes.
Knowledge Management and Documentation:
- Maintain current knowledge of HR policies, guidelines, processes, and work instructions.
- Assist with HR audits and compliance reporting as needed.
- Develop, maintain, and ensure HR documentation is accurate and up to date.
- Support training activities to employees and managers on HR systems and processes.
HR Service Delivery improvement:
- Support and initiate the design, application, and continual improvement of HR processes.
- Collaborate with HR Service Hub Leadership to ensure consistency and standardization across HR processes.
- Participate in the implementation of HR programs, processes, guidelines, and policies with guidance from the HR Project Leader (CoEs, HR Solutions Managers, ...) to the extent of responsibility and accountability defined in the Global HR Process Framework / Catalogue.
- Participate in HR projects and initiatives as assigned.
- Engage in training & to increase awareness of HR personnel regarding HR processes.
