- 4+ experience in HR Shared Services, HR Operations or Data Entry.
- Solid communication skills (both verbal & written) to respond to customer queries and apply judgment to address customer root needs; including asking targeted questions.
- Ability to maintain highly confidential & sensitive information.
- Native-level fluency in Japanese and business-level fluency in English.
- Experience with process improvement methodologies and change implementation, is highly preferred.
- Experience with common help desk tool, CRM and ERP (PeopleSoft, Workday, Oracle or SAP –preferably SAP).
- Familiar in working with SLAs and metrics like quality, accuracy and speed; as well as the ability to make decision that could impact customer service levels with a sense of urgency.
- Strong analytical, problem solving & trouble shooting skills, as well as a desire and attitude to go above and beyond in resolving issues.
- Process HR-related transactions, troubleshoot data and tool issues, and perform special projects and data audits as needed.
- Ensure quality data entry completed within SLA depending on priority & complexity.
- Working in a highly data sensitive environment, responsible for protecting Data Privacy at all time and adhering to confidentiality requirements to promote zero breach of compliance policies.
- Recommend solutions to process failings and contribute to the continuous improvement process.
- Independently responds to complex internal and/or external partner issues, advocating for the partner/customer, and influences the decision making on deliverables.
- Provide customer support by working with internal partners or customers worldwide, to answer questions and resolve transaction problems. Able to independently resolve exceptions by using discretion.
- Participate in implementation of new business policies and processes. Participates in process redesign and recommends changes to the existing process by using independent judgment and discretion, resulting in improved operational efficiency.
- Become procedure expert in area of group support specialty. Using discretion, is able to recommendations on how to handle exceptions, resulting in successful compliance.
- Maintain up-to-date Knowledge Base content on policies, procedures & FAQs and share the gained knowledge and experience.
- Continuously strive to gain customer satisfaction and minimize complaints on the delivery of HR Operations Services. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
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Senior HR Service Advisor - Shinagawa, 日本 - Microsoft
説明
Overview
The HR Services center of excellence provides operational and support services for Microsoft HR programs, with primary areas of focus being customer support services, core HR operations (HR data administration, onboarding, leave administration, staffing, learning & development, etc.), business process optimization, HR online solutions, and project management.
The success of the HR Services organization is critical to the overall effectiveness of HR and our ability to ensure consistent employee and manager experiences companywide. The HR Services Advisor is a member of the HR Services organization and plays a key role in the ensuring data quality, enablement of downstream applications and processes to perform as expected, and maintaining a compliant HR services organization.
This position requires an action oriented professional, who will be primarily responsible for using their exceptional problem solving, customer service and data entry skills to support HR Services operations. The ideal candidate will have hands-on knowledge of SAP HR, experience working in HR shared services, and most importantly the ability to exercise responsibility for maintaining position, employee and contingent staff data worldwide, while ensuring the accuracy, integrity and confidentiality of the data. To be successful in this role, the individual in this position will need to excel at: operational execution, attention to detail, customer service, analytical problem solving, communications, and continuous improvement.
Qualifications
Required/Minimum Qualifications
Additional or Preferred Qualifications
Responsibilities