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HR Technology
2 weeks ago
POSITION SUMMARY:
Reporting to the HR Service Center Supervisor, the HR Service Excellence Specialist - Workflow Emphasis plays a pivotal role in optimizing end-to-end HR service workflows across the APAC Shared Services Center (SSC). With a sharp eye for process dynamics, this role owns the monitoring, auditing, and continuous improvement of workflow routing, automation paths, and service fulfillment, ensuring measurable excellence across SLAs, user experience, and operational efficiency.
The specialist acts as a key bridge between HR functional teams and system/IT stakeholders, ensuring that workflows reflect evolving service delivery models and scale effectively across geographies and functions.
ESSENTIAL FUNCTIONS:
- Track SLAs and workflow metrics to ensure consistent, high-quality service delivery.
- Analyze workflow data and identify process inefficiencies or improvement opportunities
- Maintain and update workflow configurations in platforms like Workday and Helix
- Audit user profiles to uphold data integrity and workflow alignment.
- Partner with HR, IT, and Change teams to address workflow and system issues.
EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:
- 3+ years of relevant experience in shared services or HR Operations with exposure to workflow/approval chains.
- Ability to analyze workflow data and translate into service improvements or escalation paths.
- Proficiency in HCM and service management systems; strong preference for Workday and Helix familiarity
- Confident in SLA tracking, data validation, and audit report preparation.
- Understanding of shared services workflow logic, including routing rules, notifications, and automation triggers.
- Effective time management skills, with the capability to prioritize tasks in a fast-paced environment.
- Experience in conducting audits to maintain and monitor HR data integrity and system compliance.
- Familiarity with change management principles and the ability to adapt to new processes and technologies.
