Inquiry Management
- Acts as the first point of contact for employees, managers and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions and HR content on online portal.
- Assumes an end-to-end ownership for resolving inquiries, as well as for helping employees and managers learn about self service capabilities
- Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email, MS Teams, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research), utilizing knowledge management tools, educating employees on HR technologies including self-service tools, and determining appropriate course of action or escalation for emerging issues
- Provide initial contact and support for customers managing sensitive and confidential information related to HR issues
- Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues
- Communicate effectively (written or verbal) matching customer style, needs, and level of understanding to support optimal employee interaction, including accurate and grammatically correct support through available employee support channels (phone, email, case management)
- Partner with the entire HR organization by sharing knowledge with peers and cross-functional teams and identifying emerging issues or trends
Data Management
- Ensures all Employee Self-Service (ESS) and Manager Self-Service (MSS) data transactions update into Workday from job requisitions, hiring, onboarding, transfers, personal and other ID changes, compensation changes and termination.
- Audits data endorsed by Corporate/International HR and/or country/regional service center for mass update based on format and applicability (i.e. found in the list of values for a particular area/region) and reports concerns/issues, if any, to have it fixed.
- Creates Mass Data upload file (EIB templates) and closely partners with HR Systems to have these loaded in Workday
- Validates if EIB files were successfully processed and reports errors if any.
- Enters manual data updates into Workday as needed by the business.
- Acts as a subject matter expert within the HR PDM.
Reporting and Analysis
- Maintains and supports a variety of reports or queries using appropriate reporting tools.
- Assists in the development of standard reports for ongoing customer needs.
- Provides any ad hoc reports as needed by the Country/Regional Service Centers and/or HR in general.
- Helps maintain data integrity in Workday by running queries and analyzing data (i.e New hire sent over via SmartRecruiter Integration).
Projects/ Process Documentation/Process Improvement
- Identifies opportunities for process and/or systems improvement, recommends and/or initiates improvement activities.
- Identifies risks in maintaining data quality and proposes possible solutions to mitigate these
- Actively involved in various phases of the life cycle like testing, training, and supporting the stages to upgrade, develop, and build a new process.
- Maintains employees' online/electronic documents using the prescribed electronic document management system.
- Documents guidelines, processes and procedures of the HR PDM.
HR Administration:
- Accurately and timely processing of employee lifecycle transactions and document management in partnership with managers, Site HR and the AskHR Team with transactions such as new hire onboarding, transfers, compensation changes, exits and ad-hoc transactions
- Become a subject matter expert and skilled end user for Workday and other HR technologies
- Monitor and manage transaction workflows for customers in assigned region
- Collect, review, and approve on boarding documentation as part of recruitment administration or partner with local on-site resource in country to ensure files are maintained as required
- Respond to all employee verification requests, including mortgage references, employment reference letters, etc.
- Identify process improvement opportunities focused on enhancing AskHR and HR Support services and improving the effectiveness and efficiency of the Region or Country Service Center, as well as sharing best practices with AskHR teams in other Service Center as appropriate
- Ensure all HR processes, standards and protocols are followed, including those focused on data quality controls
- Role may expand to include responsibilities for administration of additional HR processes
- Educational background - College Graduate (preferably Business, Psychology, HRM, IT)
- Fluent in English and Mandarin
- Excellent customer service skills
- Excellent written, oral, and interpersonal communication skills
- Strong collaboration and teamwork skills
- Strong analytical, creative problem solving, and organizational skills.
- Should be flexible to work at any given point in time and should be ready to work in a team environment.
- Working knowledge in Microsoft Office including Word, Excel, Access, PowerPoint, and Visio
- Ability to communicate effectively and professionally in both local language and English (written and oral)
Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.
Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
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