People & Communications Services Agent – Philippines, Thailand, Vietnam, Indonesia (Expression of Interest)

In KONE to support business performance excellence, KONE Shared Services has joined forces with Finance & HR operations to form the new KONE Business Services (KBS), a one-stop shop for all business services. KBS will help drive better efficiency, improving data quality and providing seamless end-to-end process expertise. KBS will actively partner with the business lines and functions to provide end-to-end process governance and work toward joint targets with the business.

The People & Communications (P&C) Services Agent reports to a KBS Manager and is responsible for the correct and high-quality execution of transactions related to any process within the KBS scope (i.e., HR processes, except payroll). The role of a Processing Agent is typical for a Business Service Centre. The main focus in this role is that you will support all end-to-end HR Processes. You are the first face of HR that our internal customers come to for troubleshooting and questioning – in other words, you are a big deal for the Human Resources Department.

• Secures that every request is being logged and maintained in a case management tool to track volumes and Service Level Agreements (SLAs).
• Works per guidelines and instructions to meet set SLAs and quality targets.
• Maintain reminders and notifications to the Center of Expertise Unit HR, Employees, or Managers as specified in the working instructions – strong follow-up practice is important.
• Notifies Process Specialist, HR Services in case of process compliance or control issues or incomplete documentation.
• Executes quality checks at various stages of the process and keeps the quality statistics reporting up to date – you’re helping everything stay streamlined for a more efficient workflow.
• Other projects/tasks as allocated by the Process Manager/Team Leader, such as supporting local administration and maintaining employee files and information, as well as participation in team meetings, process analysis, and improvement actions.
• Process scope includes the following HR process areas: master data and reporting, recruitment, onboarding, talent management, reward and recognition, and learning and development.

• Excellent in communication.
• Education associate degree, preferably in Human Resources or Business Administration.
• Bilingual Language Skills: Must be able to read, write, and communicate in English. Candidates fluent in the native language of the country that they are in charge of are mandatory.
• Excellent verbal and written communication skills, including active listening to the input of others and summarizing information to ensure it has been understood.
• Exposure and knowledge in various HR processes for the following areas of expertise is an advantage: master data and reporting, recruitment, talent management, reward and recognition, learning and development. Previous work experience within HR administration activities, in general, will serve to be beneficial.
• Understanding labour and social law requirements is an asset.
• Genuine interest to grow and develop further in HR Excellent computer proficiency (e.g., MS Office – Word, Excel, and Outlook) and HRIS (Workday experience a plus) – being tech-savvy is a major plus in this role.
• Experience working in a shared service center or call center is an advantage.
• Must be able to work in a fast-paced (but fun!) environment. Maintaining a positive attitude and providing exemplary customer service is essential – a positive experience for the customer results in a positive experience for all!
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, BUT ALSO be able to work in a team – we all have each other’s backs.
• Empathy and a true service mindset to ensure great employee experience for service delivery.
• Working hours 8.30 am-6.00 pm as primary support to the SEA Market as well as other countries in Asia Pacific.