Senior Representative, HR Solution Talent Acquisition

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

Job summary

Edwards Lifesciences in Kuala Lumpur is seeking an HR Solutions Specialist to handle high-complexity inquiries as the first point of contact, delivering empathetic, employee-focused service and owning cases end-to-end. You will leverage self-service tools and ERP systems (Workday) and case management platforms, support managers and staff, and contribute to knowledge base improvements.

If you have a diploma and a degree in HR or business, plus 4 years in HR administration, this role offers growth

Qualifications

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

Responsibilities

• Perform HR Solutions tasks with high complexity and limited direction.
• Serve as the first point of contact for HR inquiries with an employee-centric mindset.
• Respond to complex service demands and issues and provide HR information.
• Delegate and elevate inquiries while owning the case to completion.
• Provide coaching and knowledge transfer to team members.
• Leverage process documentation and knowledge bases to resolve inquiries quickly.
• Identify trends to reduce inquiry volume and improve customer experience.
• Improve HR Knowledge Base and Case Management content based on user feedback.

Skills

Customer service orientation

Empathy and communication

Analytical thinking

Multitasking under pressure

Interpersonal skills

Education

HS Diploma or equivalent

Bachelor's Degree in Human Resources, Business Administration, or related field

Tools

Workday

ServiceNow

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

Edwards Lifesciences is the leading global structural heart innovation company, driven by a passion to improve patient lives. Through breakthrough technologies, world-class evidence and partnerships with clinicians and healthcare stakeholders, our employees are inspired by our patient-focused culture to deliver life-changing innovations to those who need them most.