Description

Job Description

The Associate, HR Share Service, works under general direction and acts as a trusted People First (Ford's HR support team), responsible for supporting the administration and resolution of HR issues from employees (mainly Thai's hourly), including employee inquiries, benefits, onboarding/offboarding, compliance, and employee data management. This role ensures timely, consistent, and compliant handling of HR operational tasks such as managing employee data, assignment changes, and staffing compliance. Deploy automation solutions using tools such as Power Tools (Power BI, Power Apps, Power Automation), and Data tools (Qliksense, Alteryx, Pega). The role also supports the maintenance of accurate and confidential records and data related to HR matters.

• Manage employee and leader inquiries via calls, chat and service tickets; prepare administrative documents to resolve HR issues in line with company policies and relevant laws.
• Monitor HR Shared Service KPIs (e.g., first contact resolution, employee satisfaction score, data accuracy) and maintain records accordingly.
• Assist in HR lifecycle processes such as onboarding, benefits administration, interview scheduling, and employee inquiry resolution, ensuring timely completion.
• Support payroll transactions, data maintenance, and HR reporting for various HR functions.
• Manage employee data updates and ensure compliance with policies and legislation to deliver effective HR services.
• Help improve customer service by resolving routine issues and maintaining accurate, confidential HR records.
• Maintain the compliance library for the HR Shared Service team and stay informed on HR best practices and trends.
• Proactively identify systemic issues and develop root-cause solutions that enhance the employee experience and may be scaled across teams/functions
• Use Power tools to simplify and automate.
• Implement data quality checks and validation rules to ensure data accuracy and minimize manual intervention.
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Responsibilities

The Associate, HR Share Service, works under general direction and acts as a trusted People First (Ford's HR support team), responsible for supporting the administration and resolution of HR issues from employees (mainly Thai's hourly), including employee inquiries, benefits, onboarding/offboarding, compliance, and employee data management. This role ensures timely, consistent, and compliant handling of HR operational tasks such as managing employee data, assignment changes, and staffing compliance. Deploy automation solutions using tools such as Power Tools (Power BI, Power Apps, Power Automation), and Data tools (Qliksense, Alteryx, Pega). The role also supports the maintenance of accurate and confidential records and data related to HR matters.

• Manage employee and leader inquiries via calls, chat and service tickets; prepare administrative documents to resolve HR issues in line with company policies and relevant laws.
• Monitor HR Shared Service KPIs (e.g., first contact resolution, employee satisfaction score, data accuracy) and maintain records accordingly.
• Assist in HR lifecycle processes such as onboarding, benefits administration, interview scheduling, and employee inquiry resolution, ensuring timely completion.
• Support payroll transactions, data maintenance, and HR reporting for various HR functions.
• Manage employee data updates and ensure compliance with policies and legislation to deliver effective HR services.
• Help improve customer service by resolving routine issues and maintaining accurate, confidential HR records.
• Maintain the compliance library for the HR Shared Service team and stay informed on HR best practices and trends.
• Proactively identify systemic issues and develop root-cause solutions that enhance the employee experience and may be scaled across teams/functions
• Use Power tools to simplify and automate.
• Implement data quality checks and validation rules to ensure data accuracy and minimize manual intervention.

Qualifications

• Bachelor's Degree in HR management, Business Administration, Accounting, or related fields.
• At least 5 years of work experience in the area of Human Resources, 1+ years of customer service is preferred.
• Basic programming or scripting skills (Python, VBA, JavaScript, etc.) are a plus.
• 1-2 years of experience in Power Tools (Power BI, Power Apps, Power Automation), Data tool (Qliksense, Alteryx, Pega)
• Experience in Payroll system, Accounting and Taxation.
• Competency in Intermediate computer skill, especially MS excel, is a must.
• Knowledge & Skill on PeopleSoft/Oracle application in much advantage.
• Possess analytical skills, systematic thinking and be a good team player.
• Able to communicate of both spoken and written English.
• Able to work under pressure and routine job.
• Service mind.
• Demonstrated effectiveness in working with contact center technologies, including but not limited to contact center tracking systems and Human Resources Information Systems (HRIS).
• Knowledge and understanding of various HR processes.
• Multi-tasking in a fast-paced environment.
• Must always ensure superior customer experience.
• Handle customer inquiries from multiple countries and understand country-specific policies and programs.