HR Services

1 week ago

Kuala Lumpur, Malaysia BASF Asia-Pacific Service Centre Sdn. Bhd. Full time

**Do you want to work with passionate teams, providing excellent business and digital services to the Asia Pacific region?**

**Do you want an open, supportive, and caring working environment?**

**Do you view your development needs seriously as we do?**

**If YES, then take your career to the #NextLevel with BASF **

**Objectives of the Position**
- Provide quality supervision and support team members to deliver services to BASF group companies. Ensuring that services are delivered in accordance with established processes and work procedures and in compliance with BASF policies and local company legal and statutory requirements.
- Supervise and provide guidance to team members in the group to ensure all transactional processes under responsible areas are executed accurately in a timely manner to meet the agreed Service Level Agreement (SLA) and internal Key Performance Indicators (KPI).
- Support team members by resolving critical operational issues and enquiries, and manage the escalation of complex operational issues according to escalation process.
- Work with manager to manage customers’ expectations, drive process standardization, harmonization and process improvements through resolution of operational related issues and enquiries.
- Assist manager in resource planning and monitoring to ensure zero interruption to operations.

**Main Tasks**

Service Organization
- Maintain mutual respect and credibility relationship with Country HR (CHR), Regional HR (RHR), BASF employees and other strategic stakeholders.
- Work with manager in attending to relevant feedback received during country discussion, 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 BASF and BSSCKL 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 & Cost Efficiency
- Support, guide and coach team member to ensure all deliverables in scopes are meeting service level offering mutually agreed with the Local Companies as well as BSSCKL internal KPI. This include:

- 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 prepare by team members to ensure deliverables meet quality standard and necessary control check are in place.
- Review Quality Management System (QMS) and SLA breach root cause, propose sustainable resolution to managers.
- Monitor the progress on operation deliverables item (e.g. tickets, change request, YEA 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 HRS processes in order 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 to establish and maintain a confidential and sensitive 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 in order 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 & Convergence
- Ensure team members are providing standard BSSCKL services to all BASF customers. Support team in managing customer expectation by clarifying BSSCKL product portfolio and by educating key customers. Work with Manager or HRS Management Team (HMT) 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 member are adhere to procedures which comply with the SOA, ISO and any other internal audit, external audit and certif

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