- regional point-of-contact (Level 2) for global systems including recruitment tools (iCIMS, Taleo), preboarding and onboarding tool (ServiceNow), internal career portal (Gloat, Eightfold AI), and learning management system (Cornerstone OnDemand) - support and perform user acceptance testing (UAT) for system upgrades, patches activities, and any change/enhancement requests - troubleshoot technical and functional system issues - manage reported system issues and change/enhancement requests, including communicate any changes or on-going issues to stakeholders - regional Knowledge Base Manager; organize and maintain knowledge articles, monitor and review updates as required, and manage knowledge life cycle
- employees' first point-of-contact (Level 1, PeopleLink) for HR queries, requests, and issues including navigation support in all HR Applications - accountable for follow-up of tickets (WIP management) and ensure employees' queries are responded in a timely manner, while meeting established KPIs and SLAs - research for information using available resources and contents to provide and give solution to employees - analyze the tickets being raised by employees and identify opportunities for new content in the form of Knowledge Articles, or process simplification including ticket enhancements - collaborate with relevant teams (Payroll, Data, Rewards, Digital, etc.) to answer employees' queries according to the SLAs - support employees through different tools (Phone, Chat, Self Service Ticketing Platform, MS Teams, etc.) - sharing new business needs to Knowledge Coordinator as and when it arises and involve in any continuous improvement initiatives - support employees across 15 countries in East Asia, Pacific (EAP) region
- scheduled and reported for on-site COVID-19 antigen test and booster vaccination - assisted and coordinated onboarding process for new hires - coordinated mandatory material handling equipment (MHE) safety trainings including arrangements with training vendor - managed in-house trainings including preparation of training equipment, materials and training venue set up - managed HRDF grant application via HRD Corp eTRIS portal - recorded employees' time and attandance in timely manner to smooth out payroll processes - engaged in crisis management - flood, KRONOS outage and COVID-19 outbreak - recorded and tracked employees' COVID-19 vaccination status and typhoid injections