Job Description

"To be the most loved everyday food and groceries destination!" - that\'s our mission at foodpanda (small \'f\').

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores - foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!

We are looking for enthusiastic problem solvers to join us in scaling our platform, to digitalise businesses in Asia, uplift rider livelihoods and build a hyper-convenient platform for our customers. If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. Our diverse and high-performing team comprises people from more than 60 nationalities, and we welcome all experiences, backgrounds, and perspectives.

We\'re looking for an Senior Specialist, APAC People Services to join our APAC People Services Tier 1 team, based in Malaysia. In this exciting new role, you will be focusing on creating a #magical experience for our employees based in APAC. Sounds exciting? Check out the below for more details of the role and what we\'re looking for.

Responsibilities

• Overseas and administer the People related general activities of employees and managers by assisting them through HRIS, HR Helpdesk, Employee Self Service, Manager Self Service and other People related systems.
• Lead and supervise the Tier 0 & 1 People Services support team, providing guidance, coaching and support to ensure high quality service delivery.
• Ensure team\'s adherence and compliance to organisation\'s policies
• Monitor and analyse Tier 0 & Tier 1 performance metrics such as response time, resolution time and customer satisfaction and implement continuous improvement initiatives.
• Develop and maintain HR knowledge base articles, FAQs and other self-service resources to enable employees and managers to find answers to common People related questions independently.
• Explore opportunities to continually improve the utilisation and effectiveness of the knowledge base
• Work with the team to continuously improve the efficiency and effectiveness of processes for People related inquiry management, ensuring timely and accurate response
• Collaborates with other HR subject matter experts, COEs and/or HRBPs to resolve employee issues in a thorough and timely manner.

Requirements

• Exceptional communication skills, both written and verbal with a strong customer service orientation.
• Strong analytical and problem-solving abilities with a keen eye for detail.
• Excellent organisational skills and the ability to prioritise tasks and meet deadlines.
• Understanding of HR and experience with HR systems such as Workday, Jira Service Management and Confluence are desirable.
• Preferable experience with any ticketing or case management systems.
• Experience in handling and manage multiple, ongoing cases and maintain objectivity
• Experience in managing and developing a team.
• Willingness to work on occasional public holidays due to operational needs

What we offer

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities!

Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.

Foodpanda