ROLE SUMMARY
Our HR Advisor team provides a premium customer service experience to employees in the Greater China for all HR related inquires via all communication channels (phone, email, chat). This role (based in Shanghai) will be a member of the Greater China HR Core Operations & Services team, reporting to HR Direct Manager, Greater China.
KEY RESPONSIBILITY
As a Senior HR Advisor, you will utilize various systems and other support tools to ensure accurate responses to employee inquiries, while looking for opportunities to support the employee. Additionally, will analyze and research more complex situations by providing subject matter advice as well as interpreting policy and engaging appropriate functional teams. This is a very fast paced, employee focused environment requiring you to multitask and deliver premium service with speed.
l Serves as a first point of contact via email, chat, phone or walk-in for employees' questions on HR policies and/or processes.
l Ensures customer's inquiries are responded in a timely manner and within the agreed Service Level Agreements (SLAs).
l Ensures advice provided to customers complies to company policies and procedures and statutory laws and regulations.
l Ensures high level of customer satisfaction by fairly resolving escalated issues, taking appropriate corrective action and redirecting to the relevant internal and external parties for resolution.
l Ability to bring day-to-day experience to the subject matter. Analyze and research more complex situations by providing subject matter advice as well as interpreting policy and engaging appropriate functional teams.
l Drive process/policies and procedures enhancement that improve the efficiency and effectiveness of team and accomplish operational objectives.
l Act as a role model on motivating and mentoring the maximum productivity of the team.
l Serve as a delegate in the absence of manager, eg queue management, hotline management, contact of escalation etc.
l Share learnings and core content timely and ensure information is housed in the Knowledge Base. Identify training needs and propose training activities to increase team knowledge understanding level across all HR function.
l Help onboard and train new and/or less experienced Advisors.
l Involves and participates in Global HR projects or key business initiatives as required.
l Be flexible to perform other HR Core Operations & Services work as required from time to time.

WHAT SKILLS YOU NEED
l Bachelor's degree in a related field.
l 3 years of experience in HR, Service & Operations, or related field.
l Experience providing employee service via multiple contact channels (phone, e-mail, live chat) and extensive knowledge and understanding of HR systems/process/knowledge and SAP, ServiceNow, Workday would be an advantage.
l Outstanding communication skills across different function/team, team player, customer service-oriented and able to work in a dynamic and fast paced environment.
l Verbal and written customer service skills critical, with an emphasis on soft skills, customer-focused resolution.
l Proficient in English verbal and written is a must to support employees in Greater China.