Analyst, HR Services at Air Liquide · Petaling…

Analyst, HR Services Location: Malaysia, Petaling Jaya ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements. (A) HR Shared Service Transition Support transition activities of a HR Shared Service which includes the following but not limited to: Transition activities across APAC ensuring compliance to standardized processes as well as statutory regulations. Support the enhancement and implementation of HR Shared Services supporting tools and technologies Support key activities (i.e. new service, new module, training and etc) for a successful transition to the shared service center. (B) HR Shared Service Operations Help and educate HR Shared Service Centre customers to navigate through Tier 0 (self-help) materials & functionality where assistance is required. Resolve enquiries leveraging on knowledgebase documents (e.g. FAQs, job aids, policy documents, etc) within the agreed service levels as defined in the Service Level Agreement. Provides regular status updates to customer and maintain customer contact until request is resolved and actively follow up on outstanding items and obtain feedback on resolution from the customers. Guide customers through troubleshooting, navigating the company systems or services. Assume ownership for cases and update the resolution accurately and on a timely basis in the case management system. Properly escalate complex enquiries to the next level of support or relevant subject matter experts. Helps to identify gaps in current knowledgebase and processes and highlight for improvements, actively participate in process / system enhancement. How will you CONTRIBUTE and GROW? (A) HR Shared Service Transition Support transition activities of a HR Shared Service which includes the following but not limited to: Transition activities across APAC ensuring compliance to standardized processes as well as statutory regulations. Support the enhancement and implementation of HR Shared Services supporting tools and technologies Support key activities (i.e. new service, new module, training and etc) for a successful transition to the shared service center. (B) HR Shared Service Operations Help and educate HR Shared Service Centre customers to navigate through Tier 0 (self-help) materials & functionality where assistance is required. Resolve enquiries leveraging on knowledgebase documents (e.g. FAQs, job aids, policy documents, etc) within the agreed service levels as defined in the Service Level Agreement. Provides regular status updates to customer and maintain customer contact until request is resolved and actively follow up on outstanding items and obtain feedback on resolution from the customers. Guide customers through troubleshooting, navigating the company systems or services. Assume ownership for cases and update the resolution accurately and on a timely basis in the case management system. Properly escalate complex enquiries to the next level of support or relevant subject matter experts. Helps to identify gaps in current knowledgebase and processes and highlight for improvements, actively participate in process / system enhancement. Are you a MATCH? 1 - 2 years experience in Service Desk/HR Helpdesk in a shared service center or customer service oriented environment. Degree in Human Resource Management/Business Administration or equivalent. Comfortable working in fast-paced environment. Strong communication skills in English both written and spoken. Great active listening skills, customer focus and adaptability to different personality types. Ability to multi-task, set priorities and manage time effectively. IT savvy and resourceful on leveraging various tools (knowledge management, document management, HR systems) to obtain required information to resolve queries and issues. Knowledge and skill in the use of Google Workspace / Workday / ServiceNow / similar. About Air Liquide A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902. Our Differences make our Performance