Specialist - HR Operations (Eda)

3 weeks ago

Petaling Jaya, Malaysia DHL Full time

**Overall Role Purpose**
- To provide HR & Payroll transaction processing support to DHL Business Divisions as part of a world-class, high-performance shared service organization.
- Provide quality HR processing support to the Divisions by attending to and processing customer requests as assigned accurately and in a timely manner, resolving issues and enquiries, and escalating operational issues to the relevant parties for resolution.
- Performs HR operational tasks that include personnel data administration, organization data maintenance, loan and payment administration, time & attendance data administration and leave management.
- Accomplishes special project results by identifying opportunities for continuous improvement and delivering value added services to the divisions
- Provide quality payroll processing support to the Divisions by attending to and processing payroll ad hoc and regular monthly requests accurately and in a timely manner.
- Resolve issues and enquiries, and escalating operational issues to the relevant parties for resolution.
- Any other tasks assigned as deemed appropriate by the Management of askHR

**Key Responsibilities**

**_ A. Customer External_**

**_ HR Business Partners_**
- Develop and maintain good working relationships with counterparts in Business Divisions to ensure smooth processing of transactions.
- Support Team Lead to cultivate a customer service culture within the team.
- Attend to customer’s enquiries and concerns in a courteous and professional manner.

**Contact Centre**
- Management of service request tickets by responding / attending to the request immediately for all urgent cases and adhering to the agreed SLA
- To ensure daily tickets received are logged and assigned to respective team
- To ensure all calls are attended to efficiently and professionally
- To ensure availability hours are adhered to
- To maintain and upkeep the FAQ list to ensure all new questions and responses are updated
- To maintain and upkeep the SOP to ensure all changes are tracked, updated, reviewed and approved

**_ EDA and Management Reporting_**
- Deliver HR & Payroll processing services to Business Divisions in accordance with established processes and work procedures, and in compliance with DHL business functions specific policies, procedures, askHR SOP and relevant legal and statutory requirements.
- Provide support to HR Business Partner in ensuring that deadlines are compiled.

**_B. Internal_**

**_ Managers & Team Leads_**
- Management of service request tickets by responding / attending to the request immediately.
- Maintain effective document management for employee documents / records in an accurate and organized manner.
- Verify and resolve discrepancies by collecting and analyzing employee information and confirm discrepancies with Division HR counterparts.
- Alert and escalate unresolved operational issues or discrepancies to Assistant Team Lead/Team Lead/Senior Team Lead for actions and resolutions in timely manner.
- Work in collaboration with other team members to establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.
- Maintain high standard service mindset and good relationship with stakeholders to ensure high quality EDA services are provided consistently.
- Contribute to the operational process improvement activity by providing support to the Assistant Team Lead/Team Lead//Senior Team Lead in any continuous improvement initiatives including system and functional testing work.
- Actively participate in internal training, knowledge sharing sessions, workshops and discussions amongst team members.
- Reviews records for completeness, admissibility or eligibility in accordance with regulations.
- To contribute towards the successful implementation and completion of identified projects in a lead or supporting role.
- Responsible for full cycle of payroll processing function effectively and processing **_>800 serve heads_** or its equivalent.
- To ensure Daily Data Audit is performed for data validation and accuracy compliance purposes.
- Ability to multi-task while managing multiple work order
- Ensure Standard Operating Procedures (SOP) and related documents are developed and maintained.
- Raise, determine and quantify impact of CR to operations as a whole
- Monitor progress, status and deliverable of CR by ensuring that milestones are achieved (e.g. testing, patch approval).
- Maintain the CAPA Log for the country and review on a monthly basis during Service Performance Review (SPR) with the Division HRcounterparts and ensure actions and issues are followed through/resolved.

**_C. Stakeholder External_**

**_ HRIS Vendor_**
- Work with the consultants to ensure that standard and regular reports are customised into the HRIS system for ease of administration upon approval of related costs are received from respective Business Unit.
- To perform complete testing

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