People Resource Hub & Employee Lifecycle Management Specialist, Global Function, Shanghai/Beijing

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OBJECTIVES/PURPOSE

This People Solutions position creates a positive, productive experience for managers, employees and HR Business Partners who seek assistance on a broad range of matters pertaining to HR Transactions. Projects confidence, professionalism and genuine concern for matters brought forward by team members and follows through to ensure that each and every case is resolved.

Primary Duties

Provides essential HR solutions with a high degree of customer satisfaction, expertise, and timeliness.  This includes evaluating the issue, quickly interpreting the situation, determining the appropriate resolution, transaction and/or escalation, and communicating the resolution and/or escalation to manager or HR Business Partner.

Responsible for handling HR related queries and execution of HR transactions & Employee tickets/queries. The team receive activity through our HCM system, case management system, and automated downstream system notifications, while serving as a central point of contact and/or support for HR transactions and employee queries.  Provide exceptional customer service, expectation setting and completing promises to employees.  Answer queries via multiple channels (phone, web chat or portal).  Serve as HR subject matter expert for a specified area such as Benefits, Compensation, Payroll, HR systems, etc. across TBS People Solutions

ACCOUNTABILITIES

Employee Lifecycle Management

• Take charge of employee life cycle mangement, including onboarding, probation, contract renew, transfer, termination, etc., administer HR employment issues related to hiring, termination, contracts, and retirement
• Employee administration support, including Hukou or residence application, certificates etc.;
• Manage vendor for benefits administration with a developing understanding of related policies and procedures; Solves common problems in benefits administration using basic analytical skills
• Be responsible for timely & accurately MR registration for Takeda employees & licensed out products
• Data maintenance in HR systems (Workday, SAP, etc), manage the system integrations, ensure a day-to-day accurancy and high quality data cross systems
• Continuouly seek and lead process standardization, optimization events using lean and 6 sigma systematic approach, take change of SOP set up and management, striving for an exceptional employee experience and high performance on quality, delivery and productivity, etc.
• Initiates, managesand/or approves HR transactions received via multiple channels such as Workday or case management system
• Uses systems to document and escalate as needed following the appropriate processes;
• Identifies,  researches and analyzes incoming queries from managers, and HR Business Partners, identify KAIZEN opportunities to enhance customer experience;
• Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs;
• Apply basic auditing skills to ensure compliance with policies, conduct internal audit to identify & mitigate the potential riskensures data and documentation accuracy, adhering to established HR operational standards;
• Understands and utilizes HR systems including Workday and the Employee Portal including Self Service and Case Management
• Performs duties according to service level agreements
• Conducts recurring meetings with HR Business Partners & other key stakeholders/partners
• Adhoc request and projects participantion not limited to China;
• Manage projects and processes independently with limited supervision
• Prepare statistical reports for internal management and external agencies

People Resource Hub

• Demonstrates professionalism and polite behavior in all professional interactions to answer queries regarding HR policy, procedure or the use of HR tools.   
• Support via multiple channels (phone, web chat or portal), getting it right first time 
• Exceptional customer service, expectation setting, and completing promises so that the employee  does not have to come back again to repeat their request.   
• Initiates, manages and/or approves HR transactions  received via multiple channels such as Workday or case management system 
• Uses systems to document and escalate as needed following the appropriate processes 
• Identifies, researches and analyzes incoming queries from managers, and HR Business Partners,identify KAIZEN opportunities to enhance customer experience;
• Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs 
• Understands and utilizes HR systems including Workday and the Employee Portal including Self Service and Case Management 
• Performs duties according to service level agreements 
• Conducts recurring meetings with HR Business Partners & other key stakeholders/partners 
• Educates clients of People Solutions available to them and encourages multi- channel tools such as the HR Portal and other systems as needed
• Ensures that documentation and requests meet the policy for each process
• Actively contributes to delivering, maintaining and improving Corporate Services, procedures and processes to increase employee satisfaction, driving performance and achieving results
• Performs other HR Operations related duties and assignments required as assigned by lead, supervisor or manager.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS: 

• Minimum of 3 years of HR experience, prefer domain in HRIS or ELM;
• At least one year experience in MNC customer services, data entry or related field
• Workday or other HRIS experience
• Experience in an HR Service Center
• Service Now or other case management system

Key Skills, Abilities, and Competencies

• Advanced oral and written communication skills to interact with Global managers, and International HR Business Partners
• Confident approach to building cross functional partnerships
• Excellent problem solving skills and strong customer service skills
• Knowledgable on Labor Law and employee life cycle related regulartions
• Utilizes HR Information Systems effectively for data entry and management
• Strong sense of responsiblity
• Strong organizational skills for tracking and documenting
• Attention to detail and sensive on data
• Quick learner & be agility and resilience in action
• Commitment to teamwork
• Excellent in Excel and PowerPoint
• Fluency in written English and Chinese
• Fluency in written and verbal Korean