Job Description

Be part of something bigger. Decode the future. At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living. Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together. Join us in our exciting quest to build the future home. The Role The People Direct Services & Solution Specialist - People Direct (People Agent) delivers a range of HR customer services and responds to enquiries and routine requests from internal customers, external parties, in identifying and escalating enquiries as necessary, to ensure the delivery of accurate information and quality services are delivered from PS&S. The specialists play a critical role in enabling the utilization of Service Now and Workday system, by constantly educating employees and managers on the HR Technology. The ideal candidate requires to have a good collaborative skill with the ability to, drive change, think on creative solutions and meet objectives in a fast-paced environment. The successful candidate will embody Electrolux culture through their attitude and behaviors. Operation Excellence First point of contact and responsible to ensure all HR related enquiry, escalations, feedbacks and complaints are managed professionally & diligently and able to translate inquiries into a case management application (ServiceNow) during the interaction. Leverage internal resources such as knowledge base, policies, portals, and employee handbook and other relevant document in all inquiries and interactions with the employees and third party personnels. Work in close collaboration with larger PS&S team and Line manager when dealing with complex enquiries, issues or requests, and escalating as necessary, the incoming enquiries in a confidential, responsive, and customer-focused manner. Keep abreast of system changes and provide support for ServiceNow upgrades, participate in testing with subject matter experts and ensure delivered functionality performs as expected. Participate in Global Workday implementation including support testing, diagnose errors, integration to local system and guiding employees and managers through change journey. Plays a crucial role in encouraging and educate employees to leverage tier 0, Knowledge Base system. Proactively support the employees, and managers by providing the best Tier 1 end user experience given the business needs. Utilize Tier 1 data to bring forward suggestions to improve employee experience. Service Delivery Supports PS&S Manager to centralize countries HR core activities into People Services & Solution Organization. Supports PS&S Manager in stabilization of the new PS&S organization, Workday and Service now usage. Responsible for excellent customer-oriented services through adherence to respective Service Level Agreements (SLA) and Key Performance Indicators. Partnership with HRBPs, Center of excellence, and other HR team members to deliver PS&S integrated and sustainable solution for employees, managers, and business. Collaboration with project team on the scopes within PS&S function such as workbooks preparation, error log, user acceptance testing, data migration, process transition, and change management. Contribute positively for Customer satisfaction survey and Employee voice survey. Continuous Improvement & Quality Assurance Promotes the PS&S continuous improvement program and a strong focus on data quality. Support in audit activity and ensures employee and organization data integrity and compliance. Participate in various global and regional initiatives on HR digitalization, process automation, integration, and change requests to continuously improve the service level quality and service delivery experience. Knowledge Management Support in the preparation of knowledge base documents such as FAQs, DTP , standard operating procedures, global forms and articles. Ensures a consistent method for documenting, storing, and updating all processes, desktop procedures and operational/technical documentation. Continuity of learning and knowledge sharing with team and others. Coach and trains junior team members. Integrates a knowledge management mentality/culture into PS&S. Other adhoc duties assign by line manager. Requirements: Minimum 2 years working experience in a HR Shared Services environment and good understanding of employee lifecycle, HR policies, process, and HR systems. Bacheloru2019s degree in human resource management/Business Administration or related field. Good interpersonal skill and ability to communicate well both oral & written (English) in a diverse work environment and additional Asian languages are added advantage. IT savvy and resourceful on leveraging various tools (Microsoft Office / Workday / ServiceNow). Demonstrable problem solving & ability to handle challenging issues in a dynamic environment. Ability to multitask, set priorities and manage time effectively. Attention to details and ability to produce accurate work. Keeping abreast of local laws and regulations for best PS&S practices. Able to support any other assigned countries in APAC and MEA region. Where y ouu2019ll be: You will be based in our Petaling Jaya, Selangor office. Benefit highlights: Flexibility of work hours. Discounts on Electrolux products and services. Medical & Hospitalization coverage for both employees and dependents. Dental & Optical. As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you. Find more on: Electrolux APAC & MEA: https://www.linkedin.com/company/electrolux/life/apacmea/ #LI-AS3

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