Associate askHR Specialist at UL Solutions · Guangzhou

The Associate askHR Specialist provides front-line HR support across the employee lifecycle, resolving most inquiries at Tier 1 and escalating to Tier 2 or Tier 3 when needed with clear, complete documentation. The role provides multi-channel support (portal, live chat, email, Teams meetings), maintains high data integrity in ServiceNow and Oracle HCM, and contributes to quality assurance, knowledge management, and continuous improvement. As the front-line face of HR, the Associate askHR Specialist plays an important role in giving employees responsive, service-focused support for HR questions and transactions. The role has a strong focus on employee experience, ensuring each interaction is handled with empathy, respect, and professionalism while building the ability to look beyond the immediate question and understand what the employee needs. This role builds core capability in HR systems, processes, and service delivery, while supporting accurate case management.

• Processes HR Data Transactions using applicable technologies to ensure data integrity and proper case documentation.
• Ensures Manager Self Service entries are accurate and work with Managers who need assistance.
• Reviews data needed for personal information changes including employee information, the details of the change, and the documentation needed to make the requested change both inside and outside of HRIS (ServiceNow and HCM). Assists with building a more robust knowledge base for the askHR Team.
• Works with and defer complex inquires as applicable, to the correct HR staff member and solves issues and questions that arise within the team, department, or with customers.
• Promptly and thoroughly responds to inquiries while maintaining a high level of confidentiality, customer satisfaction and service excellence.
• Assists employees with systems navigation, finding forms, form submissions, guiding to knowledge articles and other support documents that drive a strong self-service culture and greater employee experience.
• Assists in administering HR programs or policies following established procedures by resolving inquiries and/or following the askHR delivery model for handling.
• Prepares, maintains, and distributes records, forms, basic data and reports as well as compiles data/reports on SLAs, Customer Satisfaction, and regular reviews inquiries to improve content of knowledge articles, processes, etc.
• Supports the development and execution of HR projects and Performs other duties as directed. Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Other duties as assigned.

Qualifications

• University Degree in Human Resources Administration, Business Administration or a related discipline (or equivalent years of experience) plus generally 1-3 years of Human Resources administration or HR shared services experience.
• Basic analytical skills. Basic knowledge of HR and Organizational policies, procedures and processes.
• Basic Knowledge of customer service principles, procedures, techniques, systems, and standards.
• Good customer service and strong listening skills with an empathetic approach.
• Good interpersonal and communication skills and the ability to work effectively with a wide range of constituencies.
• Ability to successfully execute against established Service Level Agreements (SLAs).
• Basic knowledge and working understanding of HRIS (ServiceNow and Oracle HCM) platforms.
• Ability to utilize multiple systems while handling customers/employees via phone, chat, email, etc.