To deliver an efficient and accurate HR and pay administration service to employees and line managers for all activities associated with the employee lifecycle, through the application of company policies and procedures, within agreed performance levels and to comply with all statutory requirements.
To provide timely and relevant information and advice to employees, managers, and external parties, within agreed parameters to maximise customer efficiency, effectiveness, and confidence.
Responsibilities:
･Customer Service Delivery
Deliver a quality and professional service to all customers
Resolve day to day customer service enquiries, issues, and complaints, escalating as appropriate, and deal with any service recovery.
Provide efficient employee and pay administration and timely advice to customers on employee lifecycle activities
Ensure that all employee data is entered into Workday and associated HR systems in a timely, accurate and consistent manner, to agreed standards and targets.
Create and maintain documents, records, and data to agreed procedures and standards.
Ensure the service management system reflects the nature of the query to ensure a high level of customer service satisfaction.
Action workflow requests in a timely and consistent manner
Identify and escalate issues and incidents
Liaise with customers as required and in accordance with guidelines and parameters to ensure smooth operation of transactional services.
Ensure a high level of confidentiality is maintained in all aspects of work.
Ensure all corporate policies, standards and agreed HR Customer Service processes are adhered to by all staff, rectifying any non- conformities as appropriate
･Employee Services Administration
Administer end to end employee lifecycle transactional processes, including joiners, movers, leavers, pay changes, special leave types and compensation and benefit administration for all employees and managers.
Administer changes to individual’s terms and conditions
Administer the probation period, liaising with the line manager, escalating any formal issues to the HR Consultancy team.
Administer deductions and calculate entitlements
Ensure the prompt and accurate processing of leavers.
Undertake the validation of insurances
Deliver standard reports to relevant parties
・Pay and Reward Administration
Effectively process pay data, documentation, and information to ensure timely and accurate production of the company payrolls.
Maintain accurate records and history of the pay and ensure all statutory documentation is correctly filed including miscellaneous and year end returns in accordance with the requirements of local legislation, Internal Audit and the local tax authorities.
Deal with and comply with statutory obligations under pay and pensions as required
Action voluntary deductions as authorised by the employee.
Support HR Customer Services Advisors in relation to pay related queries, if and when required.
Administer Sharesave and insurance claims and produce relevant correspondence
Administer Reward/Benefit schemes on behalf of comapny.
・Contracts & Employment Compliance
Administer and monitor the offer and on-boarding processes for internal and external candidates, including standard offers, background checks, issuing of contracts of employment, joining instructions, and on-boarding documentation within agreed timescales and service standards.
Ensure accurate pre-employment checks are undertaken and recorded, using the appropriate technology.
Provide timely, accurate advice to new starters regarding their induction, and company systems and processes
Ensure all renewal employment checks are conducted in a timely and accurate manner.
Proactively provide reports to managers highlighting non-compliance with renewal employment checks
・Continuous Improvement
Understand the needs of customers (internal and external) and continuously seek to improve customer service
Understand all relevant performance indicators and use performance information to continually improve services
Contribute towards the HR Customer Service Delivery strategy, with a view to identifying means of improving performance. Assist in reviewing business processes as necessary.
Collate and analyse data to identify and solve problems
・Coaching and Training
Coach and mentor team members
Support with the delivery of training to new starters within the team
Provide SME advice and guidance relating to specific country legislation or process
Location: Located at one of the regional centres with flexible working
Education:
School Diploma level or equivalent
Fluent English + any other language (Japanese) that is required for given position
Licenses/ Certifications:
HR or equivalent qualification preferred
Experience:
6+ years of HR administration experience within a regional HR Shared Services organisation
Working towards an HR related qualification or relevant HR experience
Experience of delivering to customer service targets within a complex environment
Experience of working in HR or Payroll team, ideally within a customer orientated commercial environment
Experience of overseeing and co-ordinating the work of other team members
A good understanding of employment legislation, its application and best practice
A detailed understanding of the HR employee lifecycle
Detailed Knowledge of company HR processes and procedures
Deep understanding of the role HR Customer Service Delivery plays and its interactions with other HR functions across the employee life cycle
Able to fully utilise standard Microsoft Office products and the application of Workday, HR systems and case management tools.
Competences:
1) Relationship Management –
Engages stakeholders effectively, resolving issues and understanding drivers/needs
Ability to build and establish effective relationships to elicit information from key individuals
2)Problem Solving -
Exercises judgment based on analysis of sources of information.
Identifies problems and finds workable solutions
Able to make sound decisions based on a broad view of the situation within an HR environment.
Ability to display initiative to resolve problems.
Analyses situations to resolve situations.
Ability to analyse and interpret written information.
Able to make sound and timely decisions based on analysis of the relevant information
3) Reputation for Delivery –
Ability to plan, taking a pragmatic approach to meet required deadlines.
Ability to organise and prioritise workload to meet service standards/deadlines.
Attention to detail and has the ability to work well under pressure
Responds to challenging priorities with a sense of urgency and pace.
Demonstrate commitment to the company values and behaviours and embedding them in the company culture
Ability to contribute to the development of performance indicators and use them proactively to improve performance.
4) Customer Focused –
Acts with customers in mind and is dedicated to meeting the expectations and needs of internal customers.
Able to make sound decisions based on a broad view of the situation within an HR environment.
Deals with confidential or sensitive issues discreetly
Confident, articulate, and comfortable providing support.
Ability to listen, understand and interpret information.
Ability to establish rapport by modifying language and tone to fit listener
Always approaches things from the customer’s perspective seeing potential problems & finding solutions
Develops good customer relationships, is honest and fair always accessible and approachable
Always tries to meet or exceed the customer’s expectations, stand by decisions and actions, commit to things that are delivered.
5) HR Metrics & Analytics –
Familiarity of key HR measures and the associated drivers of the measures and work to understand the analytical interpretation of data and how it impacts HR processes and procedures.
Analyses data, interpret themes and provides summary information for management use.
Has knowledge of HR and business KPIs.
6) OPEX & Continuous Improvement –
Able to take a holistic view of the customer journey.
Ability to constructively challenge the norm and encourages the generation of innovative ideas
Always look for ways to improve the service or experience given to customers.
7) Commitment to Excel
Self-motivated, well-organised, adaptable, and self-reliant.
Responds to priorities with a sense of urgency and pace and can work well under pressure
Bounces back from disappointments with renewed determination.
Demonstrate commitment to the company Values and behaviours and embedding them in the company culture
Be a team player with the ability to motivate and work alongside others and share best practice.
