HR Customer Service Delivery Advisor_Japanese position at Smith+Nephew.| Malaysia

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Smith+Nephew HR Customer Service Delivery Advisor_Japanese

Experience: 5-years

Pattern: full-time

Country:

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Associate

MYS - GBS-KL....Malaysia

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. To deliver high quality and consistent HR advice, support and resolution to all employees, line managers, executives and outside parties across the end-to-end employee lifecycle, through the application of HR and Pay policies and procedures with the purpose of making S+N a great place to work and delivering a great experience to our customers, in a way that improves their effectiveness day to day. To manage the end-to-end HR transactional activities associated with the Executive management, Managers, HR & GBS populations across the employee lifecycle., redundancy calculations and compromise agreements. To undertake the due diligence and administrative activities associated with mergers & acquisitions for new business and the closure of sites. Support the HR community with the calculation and processing of redundancy payments and mutual agreements. To provide advice as appropriate to S+N employees on Data Privacy and Freedom of Information provision including processes and procedures, and Subject Access Requests. Position Title: HR Customer Service Delivery Advisor Responsibilities: (Please specify % amount against each responsibility) Customer Service Delivery Provide high quality, consistent HR advice, support and resolution to all levels of management, employees and outside parties, in order to maximise customer efficiency, effectiveness and confidence. Administer executive management, HR and GBS transactional activities associated with the employee lifecycle, across the organisation within agreed procedures, standards and timescales. Working with the HRBP and HRC community, administer, calculate, and process redundancy payments, and mutual agreements, within agreed procedures, standards, and timescales, complying with all statutory requirements. Processing internal Data Privacy Subject Access Requests in line with SLA’s Deliver a quality and professional service to all customers ensuring compliance with employment legislation, S+N policies and good employment practice. Provide timely, accurate advice, support and guidance on end-to-end employee lifecycle processes, including new vacancies, joiners, movers, leavers, pay changes, special leave types and compensation and benefit administration for all employees and managers. Provide timely, accurate advice on policy and processes, and terms and conditions of employment Resolve day to day customer service enquiries, issues, and complaints, escalating as appropriate, and deal with any service recovery. Ensure that all employee data is entered into Workday and associated HR systems in a timely, accurate and consistent manner, whilst ensuring accurate and comprehensive employee information. Ensure the service management tool accurately reflects the nature of the query to ensure a high level of customer service satisfaction. Escalation of calls to specialists within the relevant teams. Action case management requests in a timely and consistent manner to agreed standards and targets. Identify and escalate issues and incidents Create and maintain documents, records and data to agreed procedures and standards. To assist Data Privacy with organisational processes necessary for handling Data Subject Access Requests and other requests for personal data from external authorities. Ensure a high level of confidentiality is maintained in all aspects of work. Coaching Of Managers and Employees Coach managers and employees on employee lifecycle processes Coach and mentor colleagues and undertake training, where appropriate Support with the delivery of training to new starters within the team Provide SME advice and guidance relating to specific country legislation or process Due Diligence/M&A Project Activity Undertake the due diligence, data collection/validation and administrative activities associated with the mergers and acquisitions for new business and the closure of sites. Working with HRIS, ensure that the new organisation structure is built and signed off within Workday. Ensure that the employee transfer data is loaded/removed from Workday within agreed timescales Liaise with the 3rd party employer and the HRBP/HRC Project Manager to ensure the smooth transition of employees. Process Management Ensure all S+N policies, standards and agreed HR Customer Service Delivery processes are adhered to by all staff, rectifying any non-conformities as appropriate Contribute to the development of SLAs Deal effectively with non-compliance customer complaints on HR Customer Services Delivery related issues, liaising with the HR Customer Service Delivery Team Leader/Manager and/or Service Performance & Development as appropriate and deal with any service recovery. Assist the team to develop and maintain appropriate systems and processes. 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 Promote HR self help tools and desk top solutions. Provide input into the shaping of policies and procedures across the business and work with managers and the wider HR Team to ensure understanding and compliance. Contribute to process improvement initiatives and support the writing of the associated documentation, including work instructions and ‘How to Guides’. 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 Location: Kuala Lumpur Education: Degree level or equivalent Fluent English & Japanese languages (JLPTN2 and above) Licenses/ Certifications: HR equivalent qualification preferred Experience: 3 to 5 years of HR advisory and administration experience within a regional HR Shared Services organisation HR Graduate / working towards a HR diploma or degree desirable or equivalent qualification or relevant HR experience Experience of working in HR team, ideally within a customer orientated commercial environment Good understanding of employment legislation, its application and best practice A broad understanding of the HR employee lifecycle Deep knowledge of S+N HR processes and procedures and their application Experience of providing detailed and timely HR/Pay advice. Experience of coaching managers and employees on employee lifecycle processes and resolving issues A 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. Competences: Relationship Management – Engages stakeholders effectively, resolving issues and understanding drivers/needs Ability to build and establish effective relationships in order to elicit information from key individuals Ask searching and clarifying questions effectively to help employees raise awareness of situation and ensure taking personal responsibility for actions. Problem Solving – Exercises judgment based on analysis of multiple sources of information. Quickly 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 & applies critical thinking to resolve situations & advises on courses of action. Ability to analyse and interpret complex written information. Able to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to complex problems 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. Self-motivated, well-organised, adaptable, and resilient. High attention to detail & is personally credible Responds to challenging priorities with a sense of urgency and pace. Ability to work well under pressure Works creatively, making decisions and thinking outside the box Demonstrate commitment to the S+N values and behaviours and embedding them in the company culture. Customer Focused – Thinks customer first and anticipates current and future needs. Acts with customers in mind and is dedicated to meeting the expectations and needs of internal customers. Good written and verbal communication with exposure to working with stakeholders at a senior level. A careful listener, a creative problem solver and deals with confidential or sensitive issues discreetly Ability to listen, understand and interpret information, with the ability to type and navigate systems whilst providing effective service over the phone, demonstrating effective listening and speed/accuracy of typing. Confident, articulate and comfortable providing support with the 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 great customer relationships, is honest and fair always accessible and approachable Always tries to meet or exceed the customers’ expectations, stand by decisions and actions, commit to things that are delivered. Able to articulate and evaluate the value created by processes delivered within their organization Explains facts and expresses views and opinions with clarity and conviction. 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. Ability to make sound and timely decisions based on analysis of the relevant information and deliver innovative solutions to problems. Analyses large volumes of data, interpret themes and provides summary information for management use. Has knowledge of HR and business KPIs. OPEX & Continuous Improvement – Able to take a holistic view of the customer journey Ability to contribute to the development of performance indicators and use them proactively to improve performance. An understanding and experience of implementing service quality and process improvement methodologies. An understanding of customer satisfaction monitor and tracking methodology. Always look for ways to improve the service or experience given to customers Ability to constructively challenge the norm and encourages the generation of innovative ideas Commitment to Excel Self-motivated, well-organised, adaptable, and self-reliant. Responds to challenging priorities with a sense of urgency and pace. Ability to work well under pressure Bounces back from disappointments with renewed determination. Ability to display initiative to resolve problems. Demonstrate commitment to the S+N values and behaviours and embedding them in the company culture Physical Demands: Travel Requirements: 0% What will you need to be successful? The ideal candidate will hold a Bachelor’s or Master’s degree in Business Administration, Computer Science, Information Systems, or a related field, or possess equivalent work experience, and must have a Green Belt certification. They should have a minimum of 5 years of overall experience, including at least 3 years in Process Excellence, Transformation, Continuous Improvement, and Change Management. The candidate should demonstrate proven expertise in Lean, Kaizen, Agile methodologies, and process automation tools such as RPA, AI, or other digital transformation solutions. Experience with ERP systems, workflow automation, and process mining tools is preferred. The role requires experience working in a multinational, matrixed organization, with strong business acumen and a data-driven approach to decision-making. The candidate should possess excellent leadership, customer management, and change management skills, along with strong analytical, problem-solving, and project management capabilities. Travel requirements are minimal (<10%). You.Unlimited. We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day Your Wellbeing : Medical, Dental, Vision, Health Savings Account , Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program Flexibility : Hybrid Work Model (For most professional roles) Training: Hands-On, Team-Customized, Mentorship Stay connected by joining our Talent Community . We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited. , life, culture, and benefits at S+N. Explore our website and learn more about our mission, our team, and the opportunities we offer.

HR Customer Service Delivery Advisor_Japanese job opportunity at Smith+Nephew.

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