ABOUT YOUR ROLE:
The Workforce Experience Lead is under the hub workforce experience, governance and project management sector. The role’s main responsibility is to support the new service delivery model rollout and be as the key team resources to drive the change management activities. The role shall ensure the management of employee inquiries with a high degree of customer satisfaction, expertise and timeliness and support projects to expand our knowledge base and service portfolio. The role shall also participate in all the compliance/audit activities in the hub and coordinate with the payroll team to handle both internal and external audit requests.
YOUR RESPONSIBILITIES WILL INCLUDE:
Implement effective operational control and monitor the tier 1 service performance to ensure the employee service delivery are up to standard and expectations
Coordinate and maintain standard operating procedures and policies documents related to services operations with understanding of the correlation to other cross-department impacts, and ensure all the related documentation is always up-to-date and accurate
Manage cross-hub / urgent service requests and be the 1st escalation point to resolve inquiries escalated from tier 1 support
Provide leadership in developing comprehensive internal governance model to ensure services process, content and delivery are consistent across countries and business units in the hub
Coordinate with internal / external / customer auditors and government agencies for scheduled and ad-hoc payroll audits and inquiries
Assume responsibility for audit/compliance and be the advisory for internal payroll control considerations. Escalate issues to payroll manager / hub leader as appropriate
Manage and prepare reports on key performance indicators and metrics
Coordinate and actively lead process standardization across multiple business units & service delivery projects through engagement with HR and line management
Provide support to employee service delivery activities and be the hub representative to support global / regional initiatives and drive deliverables for the GWO organization
WHAT WE WILL BE LOOKING FOR IN YOU:
Minimum Degree in Human Resources, Administration, Business or related studies, post graduate management in HR will be an added advantage.
10 years of experience in HR Operations or HR Service delivery in the area of Payroll, Time & Attendance management and HR Shared Services in a diverse and complex organization.
Proven experience in Payroll Compliance
Strong analytical and problem-solving skills, with a keen attention to detail.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
Ability to build strong and effective relations with relevant internal and external stakeholders.
Strong drive for results, responsiveness, speed and ability to navigate a matrix organization.
Ability to interpret data to understand workload capacity and trends in service.
Able to maintain strict confidentiality and good interpersonal skill to handle sensitive and confidential matters.
Ability to work under pressure and handle multiple tasks with remote supervision.
Ability to be open with new ideas and be flexible in a dynamic working environment
Excellent verbal and written communication with a great sense of urgency.
Superior verbal and written communication skills in English is a must
Sound knowledge and understanding of various Labor laws with focus in Vietnam
Exposure to Oracle, ServiceNow and Tinh Hoa HRIS will be an added advantage
Enthusiastic, self-driven individual with a positive mindset who is capable of working with individuals at all levels and with stakeholders across different functions and geographies.
Tech savvy, ability to quickly adapt to internal systems and high proficiency in Google Suite or Microsoft Office will be an advantage.
