Job Snapshot

Beijing - 北京
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Job Summary

Function Title
Manager, HR Services China (PA/Benefits and Contact Center)

Scope of responsibility
1. Operation management on employee lifecycle events and benefits implementation

Total 38 in-scope processes:
-Personnel Administration processes including On/Off-boarding, job change, employment management related, etc., lead in-direct financial impacts to Payroll, Individual Income Tax and social security
-Flexible Benefits, Leave, Overtime and other allowances, lead direct impacts to company daily operations and associates’ benefits

2.HR first line support, incl. hotline and front desk management
-ticket management
-knowledge base management
-coaching and training to the team members
-user experience and customer satisfaction

3.Quality steering and assurance for PA, Benefits and first line support
-local SLA definition in alignment with global SLA guideline
-design of quality control system and steer daily implementation

4.IT, technology and innovation
-lead the implementation of robotic solution, mobile solution, other automated processes in HR Services local level
-key stakeholder of existing HR Services systems in local level, incl. Ticketing system, Knowledge Management system, Telephony system, SAP PA, PT, PY functions, e-filing and letter generation systems (ELIDA & CCM), data mass uploading system (Winshuttle)
-proactively driving on new technology deployment in local

5.Local vendor management and steering

Key accountabilities

– Owner of relevant PA / Benefits processes and first line support/front desk practices for all group legal entitles according to business requirements (incl. definition, approval & training)
– Supporting HRS team on the resolution of HR related requests with focus on personnel administration, benefits and hotline/front desk
– Acting as main stakeholder w/r to new IT requirements (e.g. ITSM tickets and user stories) incl. the definition and testing
– Monitoring of SLA achievements of PA, Benefits and HR hotline, set up quality control system, define improvement and correction plans
– Acting as senior level contact for HR customers and providing advisory and responses to complex HR related inquiries & internal and external audits
– Acting as senior level contact w/r to escalations in scope of PA / Benefits
– Acting as main stakeholder to local vendor service delivery management, incl. contract negotiation, steering of performance of service delivery
 Define and decide the knowledge scope and structure of different HR platform
 Enable front desk/hotline and PA/Benefits team members with coaching and training.
 Lead settling a problem, agreement or disagreement of HR related requests with focus on PA / Benefits processes, provide advisory and responses to complex HR related inquiries
 Act as senior level contact for customer escalations in scope of PA / Benefits and hotline
 Drive enhancement of hotline and ticketing management processes to improve customer satisfaction
 Evaluate and support new IT requirements and decide future solutions

Work experience, Leadership experience
– Minimum 5 years of working experience in HR and minimum 2 years of steering role in HRSSC
– Strong customer service focus and strong interpersonal skills
– Solid listening and problem solving skills
– High verbal / written skills and attention to detail
– Ability to set up correct priorities and willingness to take initiative in a proactive manner to improve own and team work practices
– Ability to communicate professionally in national language as well as in English
– High reliability on compliance as well as risk assessments