Employee Engagement Services Lead

6 days ago


Klang, Selangor, Malaysia Novartis Farmacéutica Full time

As an Employee Engagement Services Lead, you will be the primary contact for employees, managers, and the HR department regarding HR-related matters. Your mission is to provide outstanding customer service through a problem-solving approach and consistent, polite, and empathetic communication.

About the Role

Main Responsibilities:

  1. Deliver HR services that meet or exceed customer expectations.
  2. Owning and managing queries from start to finish, ensuring timely resolution and customer satisfaction.
  3. Act as a trusted advisor for HR processes and systems, offering expert guidance and support.
  4. Develop, refine, and approve work procedures based on QA findings and process updates.
  5. Monitor, gather, and analyze CSAT feedback and survey data to drive continuous improvement.
  6. Regularly review and analyze performance dashboards to identify areas for enhancement.
  7. Lead and oversee monthly project deliverables.
  8. Ensure compliance with data protection regulations and other relevant laws.
  9. Promote digital innovation and change management.
  10. Collaborate with HR teams at various levels, as needed.
  11. Support flexible working arrangements and participate in team development initiatives.
Qualifications
  • Bachelor's degree in HR/Business Administration or related field.
  • Minimum 4 years' experience in HR Services (or similar service providing organizations).
  • 1+ years' experience with SAP, WorkDay, Success Factors, or other Workforce System.
  • Experience with ticketing management systems.
  • Work experience in virtual/remote teams is a plus.
  • Proficiency in use of Microsoft Office; advanced Excel skills is an advantage.


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