Department/Group Description:
The Global HR Operations team is responsible for the strategic development and execution of HR services and information to employees, managers, and HR partners throughout the Enterprise.
Job Summary and Purpose:
This role is responsible for providing excellent customer service by administering accurate processing of HR transactions in accordance with various segment HR policies, practices and handling of enterprise HR inquiries in an efficient and effective manner. The scope of work includes interacting with employees, HR partners, and handling process request from clients and/or requests from GHRO internal team members as needed. Additionally, administer quality audits and reporting to ensure accuracy of daily work and minimize risk.
Job Responsibilities and Duties:
Transaction Processing
? Be responsible for delivery services to support employee On-Boarding, Off boarding and other work life cycle events.
? Apply and interpret applicable policies to manage specific transactions, such as payroll data preparation, commercial insurance data management, knowledge article update, etc. To support change management related to policy changes in reflection to legislation requirement or business needs.
? Daily system maintenance, supporting existing or new applications timely, ensure data accuracy
? Processing Payments with different vendors and assist on the vendor management.
? Document collection and communication with employees throughout daily process
? Assist on local employee’s Hukou and Residence Permits application
? Other HR Operation related tasks and project support
Enterprise Inquiries/ Customer Service
? Respond to cast member inquiries with a high level of professionalism to ensure excellent level of customer service.
? Utilize knowledge management tools to provide accurate information to employees in local market.
? Respond in, and utilize, case tool to document the details of employee inquiry information.
? Research and resolve issues according to defined scope and in alignment with local or country/regional legislation.
? Conduct routine transactions specific to role following the standard operating guidelines.
? Recognize and escalate customer issues by reviewing individual case history.
? Identify and escalate systemic issues by recognizing increase in certain call or request types.
Systems Knowledge
? Working knowledge of multiple applications: Workday, SAP, Winshuttle, Service Now, Microsoft Office
? Assist testing based on testing script and escalate defects/system issues found in testing
? Assist to develop and communicate job aids, end user operating guides, and business processes
Job Requirements:
Education:
? Bachelor’s degree or equivalent
Work Experience
? Experience in Human Resources or with HR processes
? Disney experience is preferred
? Experience with shred services and HR processes preferred
Skills / Specialized Knowledge/Competencies
? Ability to drive HR processes and to deliver high quality HR services in a fast paced, highly dynamic/changing environment
? Show sound judgment to make decisions and display appropriate sense of urgency
? Ability to understand case notes in order to provide excellent customer service and to identify/escalate other issues or root causes to manage conflict
? A high ability to manage execution and manage multiple demands
? Be able to build strong relationships and trust throughout the organization
? Ability to multi-task in a rapidly changing work environment
? Demonstrated ability to adjust to change in a positive, productive manner
? Demonstrated ability to handle confidential information
? Self-motivated for daily work
? Very strong verbal and written communication skills both in English and Chinese as well as telephone and email etiquette skills
? Demonstrated proficiency in Microsoft Office and HR information systems