Representative, HRs Workforce Admin

5 months ago

Kuala Lumpur, Malaysia Edwards Lifesciences Full time

Make a meaningful difference to patients around the world. Our talented people are central to the future of Edwards Lifesciences, which is why our Human Resources teams help design, guide, and deliver inspiring experiences for our people. With a fundamental understanding of how to build a supportive community and organizational capability, you’ll deliver solutions to attract and retain talent. Your work will enable our teams to thrive as they help patients live healthier and more productive lives

You will be the first point of contact for HR inquiries, identifying and delivering solutions to employees and People Leaders. This role executes processes, delivers services, and conducts the day-to-day operations in their assigned function/service area team. The role is empowered to support and perform transactional activities required to enable HR business processes and drive a best-in-class employee experience.

**Key Responsibilities**:

- Perform HR Solutions tasks with increased complexity under limited to no supervision. Act as first point-of-contact for all HR inquiries, with an employee-centric mindset to create a positive and best in class employee experience.
- Execute daily service operations by responding to general to increasingly complex service demands and issues as they arise (e.g., volume of calls, staff absence, chat and service portal inquiries, etc.), identifying solutions, and providing accurate and timely HR-related information to employees and people leaders. May provide guidance to the team members with less experience.
- Delegate and escalate inquiries as appropriate but remain responsible for the HR case through completion by tracking progress and providing continuous feedback to requestors on status of their inquiries.
- Follow E2E process documentation, procedures, work instructions, and Knowledge Base and Case Management content to resolve inquiries and execute day-to-day operational activities/ tasks in a timely manner.
- Provide input and work to improve HR Knowledge Base and Case Management content, Work Instructions and other procedural documentation for their assigned function, based on their user experience.
- Consolidate and communicate emerging issues/trends from the team’s interactions and identify opportunities for continuous improvements (e.g., to reduce inquiry volume, reduce task execution turnaround time) and improve the customer experience. Involve in continuous improvement activities/projects as needed.
- Other incidental duties

**Education and Experience**:
H.S. Diploma or equivalent Required
Bachelor’s degree or Equivalent in Human Resources, Business Administration, or related field preferred
4+ years’ experience in HR or business administration or shared services environment required
Able to converse, read and write in Professional Japanese language, required.

**Additional Skills**:

- Experience with interacting and supporting all levels of management
- Experience managing HR system data
- Experience and understanding of enabling technologies (e.g., case management, employee and manager self-service) and how they work within a customer service business environment (ServiceNow preferred)
- Experience with an ERP system (Workday preferred)
- Full knowledge and understanding of Edwards policies and procedures
- Full knowledge and understanding of HR Solutions. Ability to operate effectively and proactively in a customer service environment with a customer focus and employee experience mindset
- Ability to use appropriate judgment and critical thinking skills involved in escalating issues or other resources in decision making or processing
- Ability to effectively utilize HR technology system(s), resource material, and websites to accurately capture, track, and follow-up on information related to inquiries
- Ability to interact with all levels of employees to resolve difficult issues
- Ability to manage high workloads and conflicting priorities, both in support of the HR team and their customers or employees
- Attention to detail and high work standards in support of accurate delivery
- General understanding of employment legislation and compliance for the relevant jurisdiction
- Excellent verbal and written communication skills
- Solid analytical and problem-solving skills required
- Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control

In return, you will be rewarded with a competitive salary package and the opportunity to join a fantastic culture that truly puts patients first whilst appreciating that our people are a priority. If you are driven and passionate and want to be a part of leading innovation, we would love to hear from you today.

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