HR Employee Services Subject Matter Expert (SME)

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Non-Management

FUNCTION: Human Resources

SALARY RANGE: Starting atRM 5,400 + excellent benefits + market leading bonus

LOCATION: Sunway Geo Tower, Bandar Sunway

ROLE POSITIONING AND OBJECTIVES

The role is responsible to execute Tier 1 and Tier 2 Employee services related service requests sent by the CoE or Business HR as well as answers complex Employee queries related to Tier 1 & Employee Admin matters. This provides Employee services related expertise, ensuring that all administration processes are executed and aligned to BAT’s business strategy and resourcing needs.

Reports to: Employee Service Team Lead

Reporting Level: Individual Contributor

Geographic Scope: Direct Reporting Business Units

WHAT YOU WILL BE ACCOUNTABLE FOR

• Employee Services resource aligned to Tier 1 & Tier 2 Employee service specialism accountable for ensuring that relevant processes are delivered effectively and always provides excellent customer services
• Works closely with HRBPs, CoEs and internal DBS HR team to deliver HR strategy, processes, and ad hoc project support assigned by Line Manager and Operation Lead
• Manages and supervises the member, works closely with the Team Lead to manage overall operational activities, and ensure all case/call handling of agents are managed in adherence to the agreed ways of working
• Drive operational excellence and ensure Key Performance Indicators are delivered by the team member
• Oversees all activities related to HR data and workforce administration services including by supporting the Business in the transaction of mass data change activity
• Maintains data configuration ensuring employee data sync between SuccessFactors and other HR systems
• Providing ongoing mentor to team member and managing operational BAU activities
• Responsible for reporting team and individual performance to the Team Leader & Operations Manager, involved in evaluating each team member’s performance, work quality, disciplinary issues, adherence to company polices
• Delivers data management services to meet established targets through continuous evaluation, quality assurance and focused improvement efforts
• Able to provide positive and constructive feedback to the team members
• Be proactive and drive Continuous Improvement Mentality on looking into opportunities for process simplification and perform the checking/investigation for any EM escalation and Case management
• Ensures the confidentiality of personnel records in close coordination with HR technology lead and ensures that the appropriate security is in place for accessing HR data

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Minimum degree in Human Resources, Business Administration or equivalent
• Has prior experience in supervisory role or has experience in managing team
• At least 3 years of solid experience from the HR Shared Services industry/Employee Services
• Attention to details and ability to produce accurate work
• Good knowledge in Microsoft Word, PowerPoint and Excel
• Experiences with SuccessFactors is an added advantage
• Strong work ethic with a positive attitude and good analytical skills
• Solid customer service attitude with good communication and excellent problem-solving skills
• Possesses high degree of professionalism, patient, and grace in servicing clients
• Matured, independent, resourceful, proactive, attentive to details and a good team play
• Willing to support on Public Holidays on a rotation basis

BENEFICIAL

• Experienced with Regional HRSS is a plus
• Strong in data management & HR processes are added advantage

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!