HR Representative, II

Job ID


This role act as a key interface with HR and employees across Asia Pacific (APAC) region and is accountable for managing queries relating to HR policies, procedures and HR systems.  The role also provides HR support across the APAC region through the effective maintenance of HR procedures, employee records and provision of accurate HR reporting. 


Essential Duties and Responsibilities:

  1. Employee & Manager Query / Request
    • Act as the initial point of contact (via direct service center hotline & email) for the HR department for employee and manager queries regarding HR policies, systems or processes, e.g. holiday entitlement, maternity/paternity procedures, how to use the performance management system, etc.
    • Provide timely and accurate information to employee/manager by clarifying issues, researching answers and escalating unsolved problems.
    • Work closely with other HR team members and non-HR team (e.g. Finance, IT) to resolve employee problems.
    • Document all emails, calls, walk-ups in real-time within the HR Service Center case management software.
    • Perform all work in accordance to established HR Service Center SOP.


  1. HR Information Systems & Tools
    • Perform and complete data entry tasks using HR systems in an accurate and timely manner, within the agreed service levels and targets as defined in HR Service Center Standard Operating Procedures (SOP).
    • Investigate and escalate data issues (e.g. missing data) in HR Systems for resolution and follow through to closure.
    • Performing data audits and running regular and ad hoc reports in line with business requirements.
    • Content maintenance of APAC HR SharePoint and HR intranet sites


  1. Process Improvement
    • Review HR policies & processes for improvement. Collaborate with the HR process owners for the agreed improvement rollout.
    • Work with HR team members to document key HR processes and develop supporting documents, with a strong focus on continuous improvement.
    • Contribute to continuous improvement through identification of recurring queries/new processes/ automation/ standardization to simplify, and enhance policies, processes and technologies


  1. Administrative Support
    • Onsite administrative support for country HR in Malaysia.
    • Procurement Buyer role for APAC HR team.
    • HR letters preparation



  • Bachelor’s degree in Human Resources or related discipline
  • Minimum of 4 years as a client facing HR generalist or HR supporting call center or shared service center environment

  • Fully competent in Microsoft Office packages, particularly MS Excel - Intermediate level is an added advantage.
  • Knowledge of an HR ERP system an advantage – especially Oracle HR
  • Ability to learn and navigate new software quickly.
  • Strong verbal and written communication skills in English and fluency in Mandarin is an added advantage
  • High attention to details and accuracy
  • Analysis and problem solving skills and process focus
  • Strong customer focus - understands the impact of actions on the customer experience
  • Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
  • Ability to develop and maintain excellent working relationships with internal and external customers at all levels
  • Ability to work and cope with working in an ambiguous environment to seek clarification and clarity
  • Team player

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