Senior Retail Support Analyst

rhi is currently recruiting for a Retail Support Senior Analyst to join our client, in their retail side of the Global Oil & Gas company in their office in Bangsar South, Kuala Lumpur on a contract with rhi for 12 months.

People & Culture (P&C) Solution & Services (S+S) is an internal global HR shared services organisation, responsible for delivering centralised and standardised HR services for our client from a number of geographical delivery centres as appropriate for their footprint. S+S are the first point of contact for P&C related matters; the team are policy and process experts, dedicated to delivering the best customer experience. You will be supporting a recruiter for a state (Market) in Australia. So must be proficient in English.

The Retail Support Senior Analyst role exists to manage activities related to customer support and system management for our customers in compliance with the agreed service levels and execution of HR lifecycle activities from commencement to completion. You will be responsible for quality assurance of the related service line and managing the induction training for the new joiners in the team.

Responsibilities
• Process end to end employee movements (on boarding, secondments, promotions, change of hours, terminations, etc.) to ensure master data is accurate and maintained in order to feed into global people reporting
• Execute day to day retail HR operational tasks to ensure the accuracy and integrity of HR data, and complete quality assurance activities in accordance with our agreed and documented SLA’s and Standard Operating Procedures.
• Generate reports and provide initial analysis and insights as required
• Mentor and coach Junior team members on operational issues and pro-actively seek prompt resolution of business escalations where required
• Support to develop documentations, train, guide and mentor related to system, process, policy changes making sure knowledge is properly transferred and understood.
• Assist to drive alignment and strategic embedding initiatives to ensure best practices are well kept within the team.
• Develop and support the team with system expertise or as a systems super-user
• Support the Retail Services Lead with administrative and transactional support to reward and policy activity across the retail businesses within Australia
• Work closely with AU local Retail team in resolving operational issues, understanding processes while ensuring that overall operational objectives are met, ideas shared, and lessons learnt
• Go-to person for daily cyclical activities by the Retail HR Services Team and resolving complex issues involving multiple systems and stakeholders in support of the resolution business escalations.
• Managing conflicting priorities and the expectations of internal stakeholders
• Assist and coordinate Services projects and support Solutions projects utilizing process expertise and project management guidelines
• Maintain strong professional relationships with relevant internal and external stakeholders
• Support the identification of technical training opportunities to build knowledge and capability across the team
• Provide training in process changes, system implementations and policy updates.
• Managing conflicting priorities and the expectations of internal stakeholders

Qualifications
• Bachelor’s degree is preferred or relevant experience
• Minimum of 3 years of relevant previous experience
Technical Capability
• Advanced experience with excel and good knowledge of Microsoft Office suite
• Breadth and depth across the HR technical areas and able to provide professional advice and act as a coach to others in most of the areas
• Prior experience in HR Shared Service / service centre in a multi-national organisation
• Developing specific technical capability and experience in organisational management
• A passion and interest in emerging trends in customer experience and how this can enhance business performance
• Experience of working in a multi-national and multi-lingual environment
• Analytical thinking – comfortable using analytics to identify outcomes and influence decision making, e.g. ER strategies, targeted retention, succession planning & strategic workforce shaping
• Digital fluency - not only comfortable and competent using technology to enable and enhance ways of working and thinking, also comfortable in the wider digital environment and the interface with business transformation including people, processes and data driven actions.

Business Capability
• Drives value-adding solutions and a track record of improving/adding value
• Externally orientated – actively working on developing external connections, aware of best practice and actively learns from others. Ability to analyse leading practice, market trends and benchmarking
• Relationship management – Ability to build and maintain relationships with customers. Is building and applying skills in active listening and is able to communicate effectively (written and verbal).
• Business acumen & customer focus– keeps up to date with internal and external context, seeks to understand the relationship between their activity and the local business drivers. Aware that HR is an enabler of the business and seeks to ensure HR solutions lead to enhanced business

Leadership & EQ Capability
• Continually enhancing capability in line with HR Capability Framework with an equal balance of EQ, IQ and Drive
• Group mind-set - demonstrates an understanding of the value of, and ability to develop, high quality, trust-based relationships with HR colleagues & with the wider organisation - leaders & employees
• Is self-aware and actively seeks input from others on impact and effectiveness
• Effective team player able to work successfully across organisational boundaries
• Applies judgement and common sense - demonstrates good understanding of client's business and is able to apply sound judgement / wise counsel
• Acts with integrity; role model of our client’s V&Bs to others in the function and business
• Cultural fluency - able to operate successfully across cultural boundaries with sensitivity

Desirable experience
• Proficient knowledge of CRM systems
• Proficient in using MS Office
• Foundational knowledge of Reporting & Analytics
• Proficient knowledge of HR system such as Workday
• A continuous improvement approach; seeking simple, ‘best fit’ solutions to challenges.

About rhi
rhi is a professional services provider with global expertise. Tracing our history back to the 19th century, we have spent the last 50 years as a global leader to the energy industry.

We combine efficient systems and processes with a deep understanding of client challenges and market insight. We work with our clients to deliver information and resources that will support every stage of their operations. We deliver value to our employees, our clients and the countries that we work in.

We are an equal opportunity employer that recognises the value of a diverse workforce. All suitably qualified applicants will receive consideration for employment on the basis of objective criteria and without regard to the following (which is a non-exhaustive list): race, colour, age, religion, gender, national origin, disability, sexual orientation, gender identity, protected veteran status, or other characteristics in accordance with the relevant governing laws.