Career Category

Human Resources

Job Description

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

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