Job Information
Amgen Associate Human Resources in Kuala Lumpur, Malaysia
HR Connect Service Centre Representative (one year contract)
Malaysia
HOW MIGHT YOU DEFY IMAGINATION?
Amgen is one of the world’s leading independent biotechnology companies. For over 4 decades, Amgen has pioneered biotechnology breakthroughs, to bring state-of-the-art medicines from laboratory to the patient. Amgen has not only discovered and developed innovative human therapeutics, but has invested in cutting edge manufacturing capability and support services to deliver these exciting therapies to medical teams around the world. Japan and Asia Pacific (JAPAC) is the fastest growing region in Amgen. Now we are hiring a HR Connect Service Centre Representative in Malaysia.
Live
What will you do
HR Staff Services are responsible for connecting staff, managers and local HR to Amgen’s global HR programs and tools. For all global HR questions, we are the place to go to! You will be responsible for providing HR service centre support for the countries in the JAPAC region (primarily) serviced by the HR Connect team covering the following, but not limited to:
Ensuring that inquiries are managed and customers are serviced according to: service level agreements and local & global policies & procedures
Ensuring that HR transactions are processed according to global processes
Acting as a dedicated point of contact for our customers (staff, managers and local HR) in designated countries
Acting as designated subject matter specialist on one of our expertise areas and be responsible for maintaining our knowledge base
Main Responsibilities:
Provide excellent customer service to customers in accordance with Service Level Agreements on the initiation of HR transactions in Workday
Be able to troubleshoot in more complex system inquiries and identify solutions
Provides support to staff and managers on how to access and use Global HR self service tools, Reward and Recognition systems, and policies
Represent HR Connect in the designated countries to all staff. Provide, based on needs and requirements, training, presentations to staff/manager and HR
Log and manage calls using the case management system, ServiceNow
Answer HR local policy questions to staff for designated countries
Run reports out of HR systems, create new reports
Be a Subject Matter Expert on designated HR tools, programs and systems
Develop, manage and maintain the knowledge database
Suggest improvements on policies and procedures between service centre sites and HR teams
Represent HR Connect in HR (global, regional, local) Projects and system & process improvements linked to Workday, BRAVO!, MAP (performance cycle) etc.
Build relationships with HR teams and other key stake holders, collaborate and share best practices
Outputs
Accurate maintenance of data
Accurate Inquiry log
Service to customers within agreed to Service Level Agreements (SLA’s)
Knowledge database maintenance
Number of incidents relating to transactions or customers
Number of cases closed reporting
Recommendations on process and performance improvements
Recommendation on HR policy improvements
Strong relationship with HR team and staff of designated countries
System, process and tool training
Reports
Increase self service user experience
Win
What we expect of you
Qualifications
The knowledge and skills necessary to perform the duties of this position are typically acquired through the following combination of education, experience and knowledge or the equivalent.
Minimum Requirements
Bachelor’s or equivalent in HR, Business Administration, Economics or equivalent
Overall minimum of 2 years professional work experience within a commercial service delivery/customer service environment
Fluent in 2 or more language(s) at least English and Chinese
Experience in HR Systems and processes: Workday and ServiceNow
Preferred Requirements
Project management skills / experience
Training delivery experience
Multinational company experience in a service centre environment
Experience with standard operating processes and procedures
Well-developed computer skills in the Microsoft Office 365 environment (preferably excels in excel)
Knowledge, Skills & Competencies
Demonstrates ability to perform accurate and detailed work
Demonstrates the capability to troubleshoot and analyze complex workday issues/inquiries.
Demonstrates service minded attitude
Able to communicate in a multi cultural environment
Demonstrates ability to work well in a international team environment (also in different time zones)
Demonstrates flexibility
Ability to multitask and receive task from multiple sources
Excellent time management skills
Able to prioritize based on service level agreements, urgency and level of impact to the business.
Sensible in problem resolution, shows empathy
Ability to transfer knowledge: (technical) processes and procedures to others
Proficiency in data entry
Demonstrates Amgen values
Demonstrates the ability to work without close supervision
Ability to maintain composure whilst dealing with difficult clients
Demonstrates the capability to rapidly learn new systems and processes and exhibit an openness to change
Ability to identify business needs and translate to HR Systems and processes
Advice on process improvement
Thrive
What you can expect of us
As we work to develop treatments that take care of others, we work to care for our teammates’ professional and personal growth and well-being.
Vast opportunities to learn and move up and across our global organization
Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act
Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits