HR Advisor

Detailed Position Responsibilities

Advisory

• Where Direct Access was not sufficient, perform intake of HR inquiries via multiple channels including case systems, chat, email etc.  Use discretion and independent judgment to advise the customer and determine best method of resolution. 

• Provide high touch customer service that meets expected service levels and business performance goals.

• Have an excellent understanding of market specific of all region employment legislation and offer advise on how this applies to various situations for our workforce and processes.

• Must ensure accurate policy representation in interconnected systems/processes and directly contribute to develop end-to-end processes which support HR operations

• Champion direct access processes by using change management skills to influence Managers and Employees.

• Guide employees and managers to available resources, HR tools and services; eg toolkits, SOPs, process details or training materials, as appropriate, and explain these to them as per needed and being relevant to specific regions including the applicable Global policies.

• Directly participate to enhance and improve the content/FAQ/LWI based on the feedback received via case resolution, by collaborating with functional teams, COE or HRBP’s to achieve this.

• Utilize knowledgebase and HR experience/ business understanding to interpret needs and resolve issues. Provide employees and managers with policy advice, i.e. leaves of absence, new ways of work etc. as well as options to address issue. 

• Escalates request and inquiry where appropriate to specialist HR teams, whilst ensuring the employee has a seamless service experience

• Ensure proper documentation of inquiries, root cause, and resolutions.

• Identify and report any call trends or product trends to the Team Lead or Supervisor.

HR Processes

• Prepare appropriate documentation to meet customer needs related to HR processes and utilize various HCM systems to fulfil requests such as preparing appropriate letters, forms, and uploading documents which may include Visa Cover letters, NOC, Address Proof Letter & responds to Employment Verification across regions.

• Support execution of employee movement, employee status, payroll, benefits/leaves, Performance Management, and compensation processes

• Support the integrity of employee records and Workday data, assuring legal and regulatory compliance.

• Provide feedback to assist in developing client service improvement projects (e.g., knowledge base content updates, training/education of end users, improved Tier 1 communications, etc.).  

• Update the knowledge base content, Knowledge Articles, FAQs.

HR project & Continuous Improvement

• Participate in Implementing the changes in the system as result of legislation change for the owned processes; Support accurate policy representation in interconnected systems/processes.

• Work collaboratively within a team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key HR processes.

• Provide feedback on customer issues and the knowledgebase so that management can address and improve the items.

• Participate in ad-hoc projects and Book of Work projects.

• Participate in scheduled and ad hoc training in order to improve policy and process acumen

Desired Experience & Skills

• Bachelor's Degree & MBA is preferred.

• 2-5 years human resources operational experience

• General knowledge and understanding of HR policies, processes and Regional Employment Laws

• Have worked in a rapid, fast-moving environment which is both complex and changing.

• Practical operational experience of HR processes, e.g., hire, payroll, benefits, performance

• Well organised and able to juggle multiple tasks - dynamic, and action-orientated, who meets deadlines and makes it happen.

• Ability to use business judgment when assessing requirements and performance, in order to identify the right solution to meet business needs previous experience working in a shared services environment preferred

• Have worked in a multi-cultural/multi-country work environment

• Prefer HR specialty certification to demonstrate theoretical understanding and application of HR practices

Desired Skills:

• Strong verbal and written communication skills to interact with clients and the HR function to deliver business needs.

• Ability to accurately assess situations through customer interactions in order to coach, guide, or interpret the appropriate action or next steps

• Dealing with ambiguity

• Demonstrated strong attention to detail

• Highly computer literate with knowledge of HR systems and processes

• Collaborative effort, team focus

• Continuous learning