The Estee Lauder Companies Employee Services Representative, Asia Pacific in Hong Kong, Hong Kong
Employee Services Representative, Asia Pacific
Brand: Estée Lauder Companies Corporate Departments
This position is the
first point of contact responsible for the resolution of employee and manager
inquiries and requests that are escalated via phone, email, HR portal, or other
access channels. It provides exceptional
customer service to Employee Services customers, inputs data and ensures data
integrity. Leveraging tools such as case
management system to respond and track employee and manager inquiries, thus
providing data and information as to the effectiveness of the HR organization. Through their actions the ESRs provide the first class HR operation
service and helps driving employee satisfaction.
ESR team has to demonstrate strong independency and proactiveness in providing solutions and making decision in their daily responsibility.
50% Problem Solving – to Comprehend HR Connect system and Understand thoroughly all policies in the H2R processes in order to resolve queries raised by users.
25% Decision Making – Although most of the work processes in Employee Services is written as Desktop Procedures (DTP) which Employee Services Representative should follow the steps in completing the task, there are other tasks (e.g. testing, process improvements, etc.) where there is no DTP available. The needs and room for decision making will be higher for tasks outside DTP.
25% Independence of Action and Accountability – ESR is required to be independent in closely monitoring the H2R process to ensure the data accuracy and smoothness of process
ESR will exercise the above competencies through the below Roles & Responsibilities:
20% Manage the on-to-off boarding process through HR Connect to ensure an effective and efficient customer experience
15% Train and coach HRBPs when data (e.g. Oracle work structures) are inconsistent and ensure HRBPs do not repeat those data inaccuracies
10% Identify and implement process improvements include but are not limited to Oracle, HRIS, Talent Acquisition, Employee Relations, Employee Services, Compensation and Benefits, and Leave Administration.
10% Solve routine H2R problems and escalate as needed, and use professional and customer-focused approach to handle employee inquiries
10% Train new hires and promote manager on using ESS and MSS. Answer staff enquiries on leave (absence) policy and eLeave system
5% Understands scope of services and escalated items to others as defined. Investigates requests which cannot be resolved by analyzing the nature of the request and routing to appropriate HR representative for support.
5% Provide support and assistance on HR projects upon request and availability
5% Generate timely standard HR Analytics (e.g. headcount and staff turnover reports) to facilitate HRBP / COE understand the people challenges of the organization
5% Perform HR systems testing and make suggestion for HR systems improvements
5% Provide HR administrative service including letter generation employment contract, employment verification letter, visa application letters, etc.
5% Daily maintenance of HR Connect and all related systems, this included logs all calls on the case management system, Data validation for Employee Services activities, employee privacy, etc
5% Document and update Desktop Procedures (DTP), Job Aids and Sharepoint whenever needed
University degree with at least 1 to 2 years’ relevant experience preferably gained from employee service function
Excellent interpersonal skill and good telephone manner with strong communication skills
Working knowledge in data mining and being able to draw concise conclusions
Ability to deal with multiple tasks and requests in an evolving environment
Pleasant personality and positive attitude, responsible and committed
Proficiency in MS Office applications
Experience in Oracle HR System is an advantage
Job: Human Resources
Primary Location: Asia Pacific-CN-Hong Kong
Job Type: Standard
Shift: 1st (Day) Shift
Job Number: 185410