Senior Representative, HR Solution Talent Acquisition

Edwards; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Edwards Lifesciences is hiring for an HR Solutions role in Kuala Lumpur. The role provides technical and function-specific knowledge to support HR solutions activities and serves as the first contact for HR inquiries with a focus on delivering empathetic, effective service to employees and people leaders.

The incumbent will manage complex service requests, oversee HR case progress from start to finish, and leverage end-to-end process documentation to resolve inquiries quickly while contributing

Qualifications

• HS Diploma or equivalent required.
• Bachelor's degree in HR/Business Administration or related field preferred.
• 4 years experience in Human Resources Administration or shared services environment required.
• Experience with interacting and supporting all levels of management.
• Experience managing HR system data.
• Experience with ERP system (Workday preferred).

Responsibilities

• Perform HR Solutions tasks with high complexity under limited direction.
• Act as first point-of-contact for all HR inquiries with an employee-centric mindset.
• Respond to complex service demands and issues and provide HR information to employees.
• Delegate and elevate inquiries while tracking progress to completion.
• Lead and coach other team members on HR tasks and activities.
• Utilize knowledge base and case management content to resolve inquiries quickly.
• Communicate emerging issues/trends to support continuous improvements.
• Improve HR knowledge base and case management content based on user feedback.
• Other incidental duties as assigned.

Skills

Customer service

HR administration

Communication skills

Analytical thinking

HR systems knowledge

Education

HS Diploma or equivalent

Bachelor's degree in HR/Business Admin or related field

Tools

ServiceNow

Workday

Microsoft Office

Job description

Make a meaningful difference to patients around the world. Our talented people are central to the future of Edwards Lifesciences, which is why our Human Resources teams help design, guide, and deliver inspiring experiences for our people. With a fundamental understanding of how to build a supportive community and organizational capability, you’ll deliver solutions to attract and retain talent. Your work will enable our teams to thrive as they help patients live healthier and more productive lives

This role provides technical and function-specific knowledge to support HR solutions activities.

How you’ll make an impact:

• Perform HR Solutions tasks with high complexity under limited to no direction. Act as first point-of-contact for all HR inquiries, with an employee-centric mindset, expressing empathy in customer service delivery to create a positive, memorable experience for every customer.
• Execute daily service operations by responding to complex service demands and issues as they arise (e.g., volume of calls, staff absence, chat and service portal inquiries, etc.), identifying solutions, and providing HR-related information to employees and people leaders.
• Delegate and elevate inquiries as appropriate but remain responsible for the HR case through completion by tracking progress and providing continuous feedback to requestors on status of their inquiries.
• Lead, plan, and execute HR tasks and activities for their assigned function(s). Provide coaching and knowledge transfer to other team members.
• Leverage E2E process documentation, procedures, work instructions, and Knowledge Base and Case Management content to resolve inquiries quickly and execute day-to-day operational activities and tasks.
• Consolidate and communicate emerging issues/trends from the team’s interactions and provide insight that supports continuous improvements (e.g., to reduce inquiry volume, reduce task execution turnaround time) and improve the customer experience.
• Engage in improving HR Knowledge Base and Case Management content for their assigned function, based on their user experience.
• Other incidental duties

What you'll need (Required):

• H.S. Diploma or equivalent required
• Bachelor's Degree or Equivalent in in Human Resources, Business Administration, or related field preferred
• 4 years experience in Human Resources Administration or shared services environment required
• Experience with interacting and supporting all levels of management
• Experience managing HR system data
• Experience and understanding of enabling technologies (e.g., case management, employee and manager self-service) and how they work within a customer service business environment (ServiceNow preferred)
• Experience with an ERP system (Workday preferred)
  

What else we look for (Preferred):

• Experience with Microsoft tools and applications required
• Full knowledge and understanding of Edwards policies and procedures
• Full knowledge and understanding of HR Solutions. Ability to operate effectively and proactively in a customer service environment with a customer focus and employee experience mindset
• Ability to use appropriate judgment and critical thinking skills involved in escalating issues or other resources in decision making or processing
• Ability to effectively utilize HR technology system(s), resource material, and websites to accurately capture, track, and follow-up on information related to inquiries
• Ability to interact with all levels of employees to resolve difficult issues
• Ability to manage high workloads and conflicting priorities, both in support of the HR team and their customers or employees
• Attention to detail and high work standards in support of accurate delivery
• General understanding of employment legislation and compliance for the relevant jurisdiction
• Excellent verbal and written communication skills
• Solid analytical and problem-solving skills required
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control