Bring your career aspirations to life with AIA!

This role is responsible for managing day-to-day HR inquiries and employee activities logged through case management via employee portal as well as handling grievances and employee relations matters as and when contacted by employees directly.
In addition, the incumbent will be involved in enhancing HR automation capabilities responsible for driving HR operational excellence leveraging on technology such as robotics and AI.

HR Advisory and Complex Inquiries Handling

• Handle general inquiries raised and logged through case management via employee portal. These inquiries typically require investigation and follow up actions such as:
  • payroll discrepancies
  • taxes
  • policy clarification for exceptions and special circumstances, e.g. leave of absence
  • employee unable to find relevant policy

• Provide advice/guidance to general employees on standard policy matters, as necessary
• On/off boarding of general employees
• Handle grievances and complaint cases
• Escalate exception case to either HRBP or HR functional specialist for complex employee relation matters
• Liaise and monitor the delivery of services by external vendors for payroll, employment screening, tax advisory
• Prepare and submit regulatory reports

Enhance Chatbot Capabilities using content management portal

• Analyse and review chatbot usage reports
• Review chat feedback from employees to fine tune response accuracy
• Update chat responses, as needed
• Create new FAQ and associated responses, as needed

Enhance Knowledge Articles

• Review article feedback from employee to fine tune knowledge articles
• Update knowledge articles, as needed

Handle and resolve exceptions generated by automation tool, e.g. RPA

• Liaise with Global CoE to troubleshoot and resolve issues identified from automation exception report

Operational improvement

• identify process/operations improvement opportunity based on day-to-day tasks management as well as feedback from employees

REQUIREMENTS

Minimum of 5 years working experience, exposure to HR shared services environment. Experience in the Benefits function an advantage.

• Analytical skill to assist in troubleshooting exceptions
• Interpersonal skill to interact with employees/managers in general issue resolution
• Writing skill to provide response to employees via case management on employee portal
• Empathy – Asking the right questions
• Critical Thinking - Problem Solving skills
• Communication skills - ‘Workplace Conversations’
• Interest in leveraging technology to improve productivity and effectiveness

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.