Job Description

Role purpose
The Regional HR Operations Specialist will support the Reginal Head of HR Operations in driving Process Excellence and Continuous Improvement, including review and analyse operational processes, identify best practice processes, and facilitate process and operational improvements to maximize efficiency while providing day-to-day operational support for employee life cycle events, records management, benefits management, time management and data management.

The incumbent will play an active role contributing to continuous improvement and standardization of HR operations delivery. The incumbent will also apply knowledge of HR practices, policies and processes to operational issues and continuous improvement initiative.

The incumbent will undertake the full range of HR operations roles across multiple countries, functions, and geographies managing the end-to-end HR Operations functions across the East Asia Region. This role is responsible for the delivery of HR Operations and ensuring consistency and accuracy of the processes, systems, and data in the region. The incumbent will provide exceptional service in the full spectrum of HR functions while maintaining a professional approach in customer and stakeholder relations.

Main Opportunities:
Understand framework and ensure the processes touch points and fully integrate (if possible) for each function/category.
Ensure controls & standard methodologies fits into integrated operating model.
Define the inter-dependencies of standard methodologies across pillars for end-to-end Service Delivery.
Support the review of key processes to align with best practices.
Support the implementation of standard methodologies for Continuous Improvements (CI)
Chance to manage multiple countries within the region
Chance to hone human resources skills while communicating/networking with diverse group of colleagues and stakeholders.
Fast-paced, constant changing environment \xe2\x80\x93 never a dull moment!
Help to create a great employee experience by responsive and relevant information sharing and responding to employee queries.
Extensive on-job training provided

Main Accountabilities:
Service Organization
Maintain mutual respect and credibility relationship with Regional HR colleagues, Shared Service colleagues and other strategic stakeholders.
Work with manager in attending to relevant feedback received during discussions, monthly operations review meeting and other forms of customer feedback. Discuss with manager and team to take actions and implement appropriate solutions which contribute to improvement of customer satisfaction level.
Collaborate with other related Shared Service and Regional HR teams to ensure quality and customer-oriented service are delivered for HR areas, and at the same time compliance to standard operation procedures (SOP).

Operational Excellence
Manage SLAs via case management system and ensuring that cases are flowed seamlessly and within the desired turnaround time
Monitor MyHR workflows and ensure that workflows are approved in a timely manner with accuracy and according to process guideline
Support, guide, and coach team members to ensure all deliverables in scopes are meeting service level, offering mutually agreed internal KPI.
Ensuring all reporting areas of deliverables are processed according to SOP, with quality and meeting the expected KPI and/or SLA.
Take on reviewer role for operation deliverables and conduct quality check on deliverables prepared by team members to ensure deliverables meet quality standard and necessary control check are in place.
Review Monthly Governance reports and SLA breach root cause, propose sustainable resolution to manager.
Monitor the progress on operation deliverables item (e.g. tickets, change request, YE activity, quality, and error log), guide team members in prioritization to ensure smooth delivery.
Support team members in resolving operation issue, highlight and propose sustainable solution to manager in addressing operation issues:
Be an expert in system in respective area and HRIS (myHR) processes to provide guidance and coaching to team members whenever needed.
Guide and coach team members in handling complex or critical operation issue or cases, work with relevant parties for resolution, manage the issues\' escalation when necessary in timely manner.
Identify trends of issue occur in operations, highlight, discuss and propose solutions to manager to handle issues accordingly.
Collaborate with other team members e.g. Tier 1, other Tier 2, Tier 3, Visa Team, TC Ops team to establish and maintain a professional work environment, focusing on customer services by handling all customer requests in a professional manner to resolve operational issues.
Assist manager in resource planning and workload arrangements to ensure sufficient resources to attend daily task to meet SLA and no interruption in operations.
Act as a back-up to the other Team Lead or Team member on managing customers\' expectations as and when required.

Standardization & Governance
Ensure team members are providing standard services to all British Council customers. Support team in managing customer expectation by clarifying product portfolio and by educating key customers \xe2\x80\x93 RD, CD, SBU Leads. Work with Manager or SSC Team in establishing clear processes and rules on how to deal with non-standard requests.
Ensure team members to record all areas for improvements. Review documented errors, propose to manager, and implement agreed improvement solution.
Actively work with team member to identify improvement areas on daily operational processes, support and participate to implement these Improvement initiatives which brings impact to the operation\'s productivity, efficiency, standardization, and harmonization.
Ensure up-to-date documentations are maintained and team members adhere to procedures which comply with SOP and any other internal audit, external audit and certification requirements.
Ensuring that services are delivered in accordance with established processes and work procedures and in compliance with British Council policies and local company legal and statutory requirements.

High Performing Team
Provide support and help team members in specific to structure and organize for effective work practices with minimum assistant from manager. Promotes team results as joint achievement, on collaboration within and across department.
Provide periodic knowledge sharing/training in terms of processes, issue resolution and best practices in closing the knowledge gap within and cross teams. To contribute positively to a knowledge sharing environment by ensuring all work-related relevant documents are updated and available in knowledge database for team reference.

Support new team members by:
Planning and coordinating buddy training for new team member
Monitor buddy training program and assign right buddy to conduct buddy training. Take on the buddy trainer role as and when needed
Provide work performance feedback to manager
Conduct probation assessment with manager, include functional test, and probation dialogue session
Provide regular feedback to manager on team member\xe2\x80\x99s work performance.

Other duties
Maintenance of digital HR records
Any other ad-hoc duties in supporting the HR team\xe2\x80\x99s operations assigned by Line Manager

Language requirement
Excellent read and write in English

Qualifications
Diploma/Degree in any discipline
Professional experience related to the role.

Role Specific Knowledge & Experience
With 2 - 4 years working experience in similar function.
Experience working in large, diverse teams and able to communicate with different levels.
Good analytical skills and have experience in data analysis, statistic, or reporting.
Proven ability in solving process and technical issue.
Preferably experience and familiar working with a world-class HR system (SAP, Oracle, PeopleSoft, SuccessFactors).
Preferably experience in a shared service/outsourcing environment.
Experience in people management/team leadership is desired.
The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise.
Bachelor\'s or Equivalent