[Based in Malaysia] People Solutions Officer

a) Incoming Requests

- Translating customer demand into sustainable and customer-oriented solutions in case of no available standard in place

- Processing service requests on for example, hours and declarations, workforce administration, contracting, onboarding and learning administration

- Keeping knowledge in our HR tools up to date

- Connecting data from various HR systems 

- Continuously looking for improvements 

- Optimal collaboration from other teams within and outside HR 

- Motivate your teammates and ensure team spirit 

b) HR Operations – TA, Onboarding, Talent, L&D, Workforce Experience, Workforce Admin, Time Management, Total Rewards

- Second point of contact for employee as expert on the mentioned topics

- Answer, handle and execute deviating, not standard complex questions and calculations (i.e. exceptions outside predefined bandwidth

- Challenge the status-quo, set the quality bar for PS&S EU and America. Seek for improvement opportunities

- Coach, guide and support tier 1 in their daily work proactively

- Ensure that new/adjusted law- and legislation is processed in a right manner and translated into the existing services and solutions.

- Trains the PS&S colleagues and educate them the background of law- and legislation (impact)

- Check compliance and reports on non-compliance issues to relevant stakeholders (e.g. Corporate privacy officer) 

c) Stakeholder- & Project Management 

- Linking pin position between various internal & external stakeholders

- Responsible for end-to-end project execution for topics such as CLA Changes/Adjusted Benefits, Performance Management (Merit/Stip) 

- Participate regularly in tactical projects regarding own areas of expertise. Is able to take on activities within the project on his/her own, keep track of them and keep in touch with the stakeholders involved

- Independently manage operational projects, such as the implementation of the yearly changes in base, bonus & incentive pay, including the increase in function year and the increase in CLAs 

- For those operational projects; formulate the project plan, coordinate the activities of the project members, monitor progress of project, manage and mitigate risks and adjust project plan when necessary.

- Ensure excellent implementation of the yearly salary increase HAY and STIP bonusses based on the performance management cycle

d) Policy Changes Implementation 

- Proactively signal gaps & improvement opportunities in existing HR policies and contribute to development & implementation initiatives

- Coordinative role towards PS&S EU and America to implement the policy changes; translating the changes into daily practices *Systems

- Maintain knowledge up to date with regard to the HR systems SuccessFactors and ServiceNow (Finder)

- Is able to determine/flag the consequences of front-end changes to back-end system;

- Initiate (technical) change request for (necessary) system modifications and improvements;

Test, approve and monitor system changes. Fully understand the consequences and impact on processes and share this on a frequent basis with PS&S EU & America

e) Reports & Analytics 

- Make relevant data and information available to the right people / target group in a meaningful and efficient way to be able to control projects and decision making;

- Support & coach in data driven way of working towards both business & PS&S EU & America

- Handle incoming (complex) queries as part of CLA negotiations.

- Responsible for reports and controls in line with ICF framework 7

f) Knowledge & Communication

- Remain up to date in terms of knowledge (national law & legislation, CLA and working conditions of FrieslandCampina) by being proactively involved with the annual learning objectives

- Provide up to date documentation of own work processes and monitor/review the work instructions

- Has knowledge on data privacy and compliance 

- Degree in Human Resources, Communications, or a related field (or equivalent experience).

- Minimum 2–3 years of demonstrable experience in 1st-line customer service management (preferably within HR).

- Proficiency in both English and Vietnamese (spoken and written).

- Hands-on HR experience or previous work experience in a Shared Services Center (SSC) environment is a strong advantage.

- Ability to work effectively with data and generate insights.

- Proven ability to manage multiple priorities and deadlines.

- Strong people management and interpersonal skills.

- Ability to thrive in a fast-paced and complex environment.