Senior Associate - HRO Platform Services (Contract)

Senior Associate - HRO Platform Services (Contract)

DHL
Selangor Malaysia
Not Specified
Not Specified

Job Description


Role Purpose:
To provide excellent, accurate, on time support in the areas for users of the Global HR platforms supporting processes such as Learning, Performance, Talent, Recruitment, Intranet, HR Systems & on line language learning.

Your tasks will be:

  • Support administration of assigned ITDS related activities with guidance from the Supervisor
  • Understand and follow set standards and timelines for service delivery
  • Check for any issues/ errors during service delivery and highlight to Supervisor for action and rectification
  • Coach colleagues regarding new functionalities, new releases, change requests and error correction
  • Respond to user requests and ensure that users receive a timely response
  • Obtain/add to initial query information and ensure full service records are maintained
  • Prioritize user requests considering business impact and customer agreements ensuring the agreed service level is met.
  • Update databases/case management tools/ ishares with changes and status of each request
  • Follow procedures for complaint handling, escalation, approvals and emergency requests
  • Complete first level resolution for several applications following agreed work instructions
  • Complete Value added services such as reporting and offering advice on functionality
  • Ensure Corporate Data Privacy Policy and confidentiality is adhered to
  • Managing work queue of queries effectively across all ITDS teams
  • Contribute to process improvement initiatives and produce support documentation
  • Inform the customer about system / process updates in a timely manner
  • Interact with the customer in a professional and friendly way, understanding the query from the customer's perspective.

Your profile should look like:
  • Bachelor degree or currently studying Business Administration or Human Resources.
  • Fluent in English(written and spoken), German Language as an advantage
  • Strong administration skills and proven ability to work independently
  • Strong Customer Focus - Understanding the needs of the internal customer and keeping them in mind when taking actions or making decisions.
  • High degree of Written Expression - Effectively conveys factual communications that require an understanding of the recipient/audience.
  • Ability to manage conflicting demands with tact, diplomacy and fairness.
  • IT literate with Intermediate Excel knowledge (e.g. vlookup)
  • Experience in Shared Service Centers is an additional asset
  • Understanding of working within a global, cross cultural environment is desirable
  • Previous service desk experience an advantage

Job Details

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