Medtronic Associate HR Operations Analyst in Singapore, Singapore
Associate HR Operations Analyst
Singapore, Singapore, Singapore
Jul 09, 2017
The AskHR Help Desk Analyst is the first point of contact for all incoming inquires, issues, and work requests related to Workday, standard HR processes and HR transactions. Manages inquiries, requests and Tier 1 cases to closure; appropriately escalates cases as needed; provides accurate and timely processing of work orders and HR transactions; provides outstanding customer service to internal and external customers via telephone and email.
Receives inquiries from customers (e.g., employees, managers and external candidates) in an HR customer service and call center environment.
Uses excellent communication and customer services skills to provide customers with accurate, consistent and timely responses to their questions, and issues regarding HR administrative and technology needs.
Records caller inquiries and requests and communicates resolutions and updates cases using case management tools.
Works to develop an in-depth understanding of the customer’s needs.
Utilizes knowledgebase tool to provide consistent answers to customers.
Determines if inquiry resolved to employee’s satisfaction and makes any required customer follow-up calls and conducts additional research as necessary.
As required, escalates cases to appropriate Subject Matter Expert (SME) or Center of Excellence (COE) if functional expertise is required.
Identifies and resolves the customer’s issues and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know in order to successfully perform their duties.
Educates customers on Tier 0 practices and tools such as intranet and knowledgebase to encourage customers to answer questions on their own.
Educates customers on the functionality and use of Employee Self-Service (ESS) and Manager Self-Service (MSS).
Interacts with other internal and external sources to ensure inquiries are properly directed for resolution.Performs Transactions
Performs basic administration processing and approval of transactions, data input and verification of required documentation.
Ensures timely and accurate data entry and corrections of HR transactions into systems.
Identify, navigate, research and troubleshoot HR transactional processes related to multiple HR based applications and associated systems.
Retain ownership of assigned cases until closure with end user.
Prepare relates letters for managers such as employment letters, letter of assignment, promotion letter, transfer letter and termination letters.
Assists with a wide variety of general administrative projects globally, providing technical and highly clerical skills
Contacts with IT and Finance for information sharing
Support employees and managers in queries about HR systems (Workday, Recognize System, Saba, Taleo, Compliance Wire and Peoplefluent).
Take ownership of data change process
Support expat management activities including application, renewal and termination of work authorization/passes.
Analyzes own cases to evaluate if resolution requires changes to current process or if resolution should be added to the knowledgebase.
Make necessary adjustment and recommendation in process to solve problem and improve the effectiveness of processes that the AskHR team support.
Update and maintain knowledgebase FAQs, solutions and troubleshooting guides.
Meets key performance measures such as average answer speed, case resolution time, customer service and call quality.
Engages in continuous process improvement activities and programs.
Performs special global/cross functional projects as assigned
Reporting and Analytics
Generate reporting from workday and present in standard dashboard format to support the decision making
Support statutory related reportingsSKILLS AND ABILITY:
Strong technical aptitude and able to work independently with general supervision
Excellent interpersonal, customer service, and team oriented skills
Excellent written and verbal communication skills
Highly detail-oriented with high level of accuracy
Thrives in a fast-paced environment
Ability to access multiple software systems simultaneously
Strong problem solving and analytical skills
Proven success acquiring new knowledge and learning new skills
Ability to balance needs of individual customers with the organizational needs
Working knowledge of Microsoft office (Word, Excel, PowerPoint, Outlook, Workday)
Ability to maintain the integrity of HR by adhering to strict confidentiality and respect of all employees
Experience and Education Required
Minimum of 2 years professional experience required
Fluent in English and Japanese is a must.
Customer service/call center experience preferred
HR Experienced preferred