HR Shared Services Representative, Senior

Location CN-Shanghai
Job ID
Human Resources
Queen Cai
Position Level
Support Senior


The HRSC Representative Senior is responsible for providing answers to employees by using excellent, in- depth knowledge of company benefits and HR programs as well as communicating effectively with team members within the HR Service Center.


  • Serve as a first point-of-contact for current and former employees’ questions on HR policies and/or processes
  • Receive inbound calls from employees through HR Service Center phone line as well as emails through shared HR Service Center inbox
  • Serve as an escalation point for HRSC Representative level I and level II on complex cases such as employee relations etc.
  • Engage with the appropriate stakeholders for the resolution of complex cases
  • Maintain working knowledge of HR processes to answer customers’ questions
  • Provide timely and accurate information to employees by clarifying issues, researching answers, and escalating unresolved problems
  • Identify opportunities for improvement or absence of information in HRIS system and work to correct
  • Works closely with the payroll department and subject matter experts in HR to troubleshoot and resolve employee problems
  • Follow through to ensure that each case is fully resolved
  • Utilizes the different HR systems such as ADP, Oracle Cloud, Degreed to answer employee questions
  • Documents all emails, calls, and walk-ups in real-time within the HR Service Center’s case management software application
  • Provide support, coaching and training to HRSC Representative I and II as needed to ensure proper understanding and execution of HRSC activities
  • Pro-actively identify opportunities for processes, policies and procedures improvements. Engage and collaborate with the appropriate stakeholders across HR & other function (e.g. HRBPs, CoEs, Payroll, IT, etc.) to drive the appropriate agreed changes
  • Maintain employee records (both manually and electronically), acting as a 'system administrator' for the HR system. This will include ensuring accurate data is entered and maintained in the system, performing data audits and running regular and ad hoc reports in line with business requirements
  • Manage key HR processes, including starter and leaver processes and contractual amendments e.g. remuneration changes and prepare required documentation
  • Assist HR team members and line managers in preparing offer letters, co-coordinating acceptances, tracking key activities and managing the onboarding process
  • Provide rewards administration support for some company benefits programs
  • Accurate and timely employee payroll data preparation for the required pay frequency (i.e. weekly, bi-weekly, monthly)
  • Provide internal / external audit support, e.g. collection and preparation of supporting documents
  • Drive consistent content management across the HR Function on the various internal tools (e.g. zConnect, ZEN, sharepoint, etc.)
  • Performs all work in accordance with established HR Service Center standards
  • Performs related work as assigned


  • Requires a HS diploma or GED; Associate’s degree a plus
  • Minimum 4 years of previous experience in an automated customer service environment. Customer service and call center experience required, benefits experience preferred
  • Excellent verbal and written communication skills
  • Team player
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
  • Must possess a professional and friendly attitude and be able to develop a rapport with employees via email, over the phone and in person
  • Ability to independently execute an action plan following documented policies and procedures
  • Able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Ability to assess employee issues and apply the appropriate procedure, policy or define the appropriate escalation points
  • Ability to learn and navigate new software quickly
  • English compulsory and other languages a plus

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