Job Description

Selangor, Malaysia

Job Family Group: Human Resources Jobs

Worker Type: Regular (FTC) (Fixed Term)

Posting Start Date:

Business unit: Human Resources

Experience Level: Early Careers

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PURPOSE
Support employees, line managers and local HR on simple to medium complexity HR related matters (e.g., policy/process related queries, staff benefits/entitlements, resourcing (staff movements, progressions) etc.

Liaise with HR experts (teams within HR Operations, COE's, Country HR) where required to help create/develop fit for purpose solutions to our stakeholders. This includes performing data/trends analysis to provide proactive, predictive, and preventive interventions from an Operations perspective.

ACCOUNTABILITIES

- Using HR Operations Salesforce case management system to document and manage requests, ensuring that all official correspondence associated with requests are documented - and cases are seen through to completion.

- Responsible for delivering HR support to employees and other stakeholders; supporting them with HR-related cases.

- Provide seamless end-to-end resolution of HR queries to employees and stakeholders. Queries may include, but not limited to: Exit/Transfer/Leaving management; staff benefits/entitlements, Policy guidance; Process expertise, etc.

- Apply policies to requests, including determining exceptions.

- Specific activities include:

Managing all HR related queries

Processing payments, pensions, allowances & deductions for Regulars & LNN

Personal Details Change/Data Maintenance

Employment Verification Letters

Supporting International and Domestic Transfers

Managing Status Change requests (Conversions, Promotions) as well as Leaving requests

Management of cases according to established ways of working, including:

Using Salesforce to manage and resolve requests using the WoW Experience Attributes

WIP management, keeping employees/stakeholders (e.g. local HR, HR Advice), updated on the status of open cases)

Taking ownership of end-to-end processes

Taking ownership to manage handoffs within HR Operations as required whilst minimizing the impact of the handoffs to the requestor

Dealing with third party service providers

Ensuring quality and timely resolution of cases with clear demonstration of curiosity mindset and proactiveness to take ownership to deliver an Excellent Employee Experience

Timely escalation of complex queries to P&SS, team lead and Country HR team as appropriate
- Take on country Focal Point or process focal point roles

Lead/Participate in local and global projects

- Building partnerships with Local HR by clarifying policies and procedures, giving and asking for updates on case status, gathering missing data necessary for case processing, identifying best practices and knowledge sharing.

- Providing input for Knowledge Management within the team (including creation and ownership of documentation/job aids as well as actively updating the Salesforce Knowledge portal).

- Sharing best practices within the team, striving for continual improvement in service delivery, participating in improvement initiatives.

- Adhering to the Global Approval Matrix (GAM) and Financial Control Manual (implementing all established financial controls in daily work) & Data Privacy rules, including reporting all FCM & Data Privacy breaches.

- Acting as a role model in applying work principles and processes, as well as when dealing with employees/local HR/the Business

- Knowledge sharing and organizing/delivering trainings for the team when needed.

- Utilizes on the Team Dashboard Tool on Salesforce to check on own and team's performance with a focus on CI opportunities

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DIMENSIONS

Supporting 1600+ employees within China Operations. This position reports to the China HR Operations Team Lead

SKILLS

• Fluency in Mandarin (written and spoken)
• Excellent Communication Skills
• Diagnostic and investigation skills
• Advocacy and inquiry - able to ask purposeful questions
• Strong knowledge of the HR Operations model as well as HR Systems (Shell People, Workday)
• Problem Solving and decision-making Skills
• Stakeholder management skills
• Ability to work on cases with minimal supervision
• Ability to work as a team with a One HR team mindset (across HR Operations, COE and Country HR)
• The ability to coach and offer advice/alternatives (look beyond situation at hand) when presented with dilemmas
• Skills in having effective contracting conversations with the ability to manage expectations especially when faced with obstacles/delays to process execution.
• Stakeholder management skills (with employees as well as across Country HR, COE, other Stakeholders, HRO teams, etc) with the intent to link up various skillsets/knowledge and optimize resources for common goals.
• Proven ability to prioritize and deliver to deadlines in a fast-paced environment
• Ability to make effective decisions with limited amount of information
• Experience in providing HR Operations support to China would be an advantage
• Advanced excel skill/macro skill would be an advantage.

BEHAVIORS

• Curiosity
• Employee Centric and Service Excellence mindset
• Ownership: end to end accountability for resolution
• Empathy when dealing with sensitive situations/difficult conversations
• Assertiveness and courage to challenge
• Strong self-starter, well-organized/structured in approach

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