Job Description

Overall Role Purpose

Enables and supports the AskHR performance and delivery improvement culture and initiatives by developing and implementing metrics, gathering and analysing data, assessing effectiveness, efficiency, customer satisfaction and accessibility of new or existing services.

Manages, develops and maintains defined communication channels and act as a single point of contact for receiving and disseminating information from clients, stakeholder groups and AskHR business units. The role works across all AskHR work areas and actively contributes to a high performance team environment, provides excellent customer service and identifies continual service improvement practices. A client focused; service excellence delivery orientation is critical to success in this role.

You will be responsible for assessing the quality and performance of AskHR business processes as delivered through the operational teams, as well as driving continuous improvement and process innovation.

Furthermore, you are to ensure appropriate process execution, Servicing regulatory compliance / Audit readiness.

Brief Responsibilities

HR Business Partners

• Manage customer relationships and engagement plans including customer communications and feedback mechanisms

Managers and Team Leads

• Review the operational performance of the different AskHR catalogue, analyze key performance data and customer feedback and partner with site managers and customers to improve service delivery and enhance customer experience.
• Identify, verify, analyze and implement continuous improvement opportunities including stakeholder engagement and change management.
• Collaborate with GBS HR to oversee training program of service center employees, create content framework and ensure development and maintenance of all supporting content including process documentations, quick reference guides, and other tools.
• Partner with site managers and other business partners to establish performance metrics, operational standards, and service level agreements, develop and implement operational procedures including work intake and quality controls.
• Collaborate with Team Leads, AskHR leadership, and multiple business partners to define and prioritize projects.
• Build and drive a culture of continuous improvement and innovation, collaborate with site managers and customers to identify and integrate best practices.
• Proactively stay abreast of industry trends and leading/emerging practices in order to better serve the evolving customer needs and requirements.

HRIS Vendor

• To work closely with HRIS vendor on best practices to be adapted within AskHR processes to drive efficiency through processes and costs.
• To perform complete testing (UAT) for all related changes which will impact all askHR process in accordance to respective Business Unit\xe2\x80\x99s SLA

Skills

Technical/ Functional

• Good grasp of knowledge of HR process, employee life cycle and payroll processing.
• Good knowledge in multiple HRIS system and computing tools including Words, Excel and PowerPoint.
• Understand inter-dependencies, interfaces and touch points of HR data/process.
• Experience in at least two HRIS system.
• Experience in generating & customizing reports.
• Proficiency in the Microsoft suite of programmes. High degree of computer literacy and numerical data analysis skills - Advanced Excel Advanced competency in a range of data management, analysis and modelling software and systems, and business intelligence tools.

Competences

Competency segment \xe2\x80\x98Business\xe2\x80\x99

Analysis: Recognize cause and effect patterns to diagnose problems and anticipate consequences. Seeks out and critically evaluates both numerical and narrative information and anticipate logical conclusions.

Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools and have a good sense of urgency.

Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Takes decisions in own roles according to established custom and practice and any laid down procedures. Anticipates impact of decisions and plans how to manage risk.

Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Customer Orientation: Demonstrates understanding of customer needs and focuses on these when taking actions on a regular basis. Adaptability to client as well as internal requirements.

Competency segment \xe2\x80\x98Leadership\xe2\x80\x99

Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks to support of team goals and actively offers to help and motivates colleagues. Supports group decisions.

Competency segment \xe2\x80\x98Personal\xe2\x80\x99

Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others\' trust in own professionalism, integrity, expertise and ability to get results.

Communication: Provides both verbal and written information (in English) in a timely, clear and concise manner. Expresses factual and detail messages effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Task Orientation: Achieve work objectives by following step-by-step procedures. Routinely checks progress against targets and makes reports with recommendations for actions when necessary. Able to multitask e.g. administration and reporting. Show flexibility in work assignments.

Self-Management: Remains calm, pro-active, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive. Able to take decision in own role according to custom and practice and any laid down procedure.

Attention to details and accurate

Quick learner and resourceful

Expected Experience

\xc2\xb7 10+ years of HR experience preferably within HR Operations, Service Center, HR consulting, or business process outsourcing.

\xc2\xb7 In depth knowledge of continuous improvement principles, methodologies, and practices such as business process reengineering, lean sigma, or process automation.

\xc2\xb7 3+ years of experience in a management/ leadership role.

\xc2\xb7 Ability to forge strong partnerships and influence key stakeholders.

\xc2\xb7 Experience in successfully building, leading, and developing high performance teams.

\xc2\xb7 Experience in streamlining processes and eliminating waste; Work hard but smart.

\xc2\xb7 Experience with multiple HR Core System, payroll system and CRM system including latest robotics process automation.

\xc2\xb7 Proficiency in agile project management.

\xc2\xb7 Preferably with Six Sigma black belt.

\xc2\xb7 Strong expertise in the area of Quality management, auditing, processes and continuous process improvement and process innovation techniques.

\xc2\xb7 Experience with HR processes & expertise are beneficial.

\xc2\xb7 Cross-cultural communications.

\xc2\xb7 Influencing and consultative skills.

\xc2\xb7 Analytic thinking.

\xc2\xb7 Proven track record of being able to deliver in a matrix organization.

\xc2\xb7 Ability to work independently in a fast-paced environment and to handle multiple, competing priorities.

\xc2\xb7 Ability to thrive in an ambiguous environment.

\xc2\xb7 Fluent in written and spoken English

• Bachelor\xe2\x80\x99s degree in human resources, business, or a related field

eQuest