Customer Service Manager jobs in Malaysia

General

Job Title:Employee Services Advisor

Division:People & Sustainability

Reports To:As per Beazley’s organisation chart

Key Relationships:P&S Leadership Team, HRBPs and ER, P&S Operations

Job Summary:Provide professional HR advice and support to employees and managers across Beazley. In this role, you will provide first line HR Advice and guidance to managers on people related issues and some Employee Relations cases. You will manage multiple HR cases from beginning to resolution, delivering clear, risk-based advice to managers throughout the process.

Key Responsibilities:

Manager guidance:

• Provide expert HR advice to managers on a wide range of HR matters, including absence management, performance issues, grievances, disciplinaries and probation reviews
• Coach and advise managers to ensure they are equipped with the knowledge and confidence to handle people matters and employee relations issues fairly and in line with legal frameworks
• Provide support in the delivery of training and workshops designed to upskill managers on ER best practices

Employee relations:

• Manage end-to-end and timely closure of employee relations cases including but not limited to disciplinary, grievance and absence management
• Provide HR support, assisting in drafting invite and outcome letters, taking meeting notes and preparing documentation, in line with best practice
• Support the redundancy process, preparing calculations, scripts and coordinating consultation meetings, ensuring thorough support is provided throughout the process
• Manage absence cases, including reasonable adjustments and Occupational Health referrals.

General:

• Analyse people-related metrics, data, and trends to make recommendations for policy and process improvements based on case trends and feedback.
• Maintain up-to-date knowledge of employment law and HR best practices in your location and be willing to build your knowledge in other jurisdictions
• Participate in HR projects and initiatives as required

It is important that within all your interactions both internally and externally you adhere to Beazley’s core values - Being Bold, Striving for Better, and Doing the Right Thing – as they contribute to an internal environment of teamwork and promote a positive brand image and experience to our external customers. We also expect Beazley employees to:

• Comply with Beazley procedures, policies and regulations including the code of conduct which incorporates the PRA and FCA Conduct.
• Undertake training on Beazley policies and procedures as delivered by your line manager, the People & Sustainability or assurance teams (compliance, risk, internal audit) either directly, via e-learning or the learning management system.
• Display business ethics that uphold the interests of all our customers.
• Ensure all interactions with customers are focused on delivering a fair outcome, including having the right products for their needs.
• Comply with any specific responsibilities necessary for your role as outlined by your line manager, the People & Sustainability or assurance teams (compliance, risk, internal audit) and ensure you keep up to date with developments in these areas. This may include, amongst others, Beazley’s underwriting control standards, Beazley’s claims control standards, other Beazley standards and customer relationship management.
• Carry out additional responsibilities as individually notified, either through your objectives or through the learning management system. These may include membership of any Beazley committees or working groups.

Personal Specification

Education and Qualifications

• A recognised HR qualification (CIPD or equivalent) is preferred.
• Continuing education as part of the role e.g. CIPD

Skills and Abilities

• Accurate and numerate
• Computer skills – good working knowledge of MS Office, intermediate Excel and maintaining information systems
• Able to communicate effectively with others, both verbally and in writing
• Motivational skills, team worker as well as able to work on own initiative
• The ability to manage time, meet deadlines and prioritise
• Confidence in coaching and mentoring People Managers.

Knowledge and Experience

• Knowledge of HR policies and regulations (multiple countries or global experience preferrable)
• Customer service experience
• Understanding for the need for accurate and timely management information

Aptitude and Disposition

• Outcome focussed, self-motivated, flexible and enthusiastic
• Professional approach to successfully interact with managers/colleagues/external suppliers

Competencies

• Achievement drive
• Integrity
• Interpersonal understanding
• Customer focus
• Initiative