About the Team The HROP - Employee Helpdesk team endeavors to continuously build and deliver a seamless and positive employee experience across the whole employee queries and assistance as when needed . We are dedicated to leading with care and keeping empathy in mind. We strive to provide efficient and high quality assistance to help employees to navigate through APAC HR processes, systems, policies, and programs. We aspire to ensure employees feel heard and that they are given the appropriate resources and support needed to be effective and efficient during their careers. The ideal candidate is someone who is highly motivated with a positive attitude, and exhibits patience, teamwork, critical thinking, and emotional intelligence.
Responsibilities: - Act as a Non-CN Mainland HR Policy Specialist. Receive and provide optimal responses to employee queries via the HR on Call system in a timely, accurate, and professional manner. Handle multiple tickets, tasks, or contact channels simultaneously as needed. - Complete necessary research/findings to advance inquiries that are complex or have individual focus to next level of HR support or identified SME. - Analyse, categorize, and log received inquiries according to defined procedures, case tagging, and/or necessary explanations in the HR on Call ticket system in a timely manner. - Actively participate in and attend all on-site or online HR Policy training at the regional, or global level. Self-learning and research may be required from time to time. - Provide assistance to SMEs in the development and maintenance of the EHD knowledge base in the Lark ticketing system (including but not limited to BOT FAQ cards) and EHD internal documents, to enhance accessibility and functionality. - Ensure service continuity, including extending support hours during peak periods or when understaffed. Proactively provide suggestions for process improvements when gaps are identified, to the SME or leader. - Actively participate in and/or contribute to projects and initiatives on new processes, systems, or enhancements as necessary, at the regional, or global HROP level. - Other duties as assigned.
