APAC China P&O Operations Analyst

About Umicore

Powering the cars of the future. Reducing harmful emissions. Giving unique properties to high-end applications. Giving new life to used metals. We are the leading circular materials technology company fulfilling its mission to create materials for a better life.

About Support Functions

A global organisation. It’s not just those in our industrial sites and technical centres that are vital to Umicore’s growth. Across our support functions we ensure that we continue to grow and evolve – whether it’s by making sure our decisions are commercially viable, enhancing our reputation, building new customer relationships or finding the right people who can build on what we’ve already achieved. The variety of our work means we cannot stand still. We need to find new ways to do things, discover new solutions and develop new ideas. Which is where you come in.

What you will be doing

--   Support HR Cares service delivery

• Receive questions and requests coming from employees and managers coming via various formats into the case management tool (calls, in person, chat, emails, via portal, etc).
• Create cases within cases or help the setup to create cases automatically within the case management solution
• Using the case management solution, answer questions and provide services to support employees and managers.
• Complete P&O Operations activities to process the requests from employees and managers and P&O
• Continuously capture information, task lists, answers, templates and reference links and content from the answers or information collect and capture both in the knowledge base to help others answer questions with a high level of accuracy and quality (using the template) and also write content targeting employees and managers and upload the content onto the employee portal
• Keep information on the portal and knowledge base up to date
• Use information coming from case management and the employee portal usage as well as customer/employee feedback to improve the service.  Use operational excellence practices to troubleshoot, and improve the service offering (quality, speed, customer satisfaction and impact)
• Regularly collect customer satisfaction and feedback & follow-up on improvement requests.
• Support projects which enable the addition and build up of services to enhance and expand services offerings to support employees and managers in line with the overall service improvement planning and direction set by the value stream leader.
• Work together with P&O colleagues both within P&O Operations and Technology and within the COEs, site P&O and P&O BPs to provide excellent service and support
• Update the case management and based on business rules and improvement defined by the team leadership.
• Ensure working according to the globally consistent, harmonized and standardized processes for HR Cares
• Support escalations in an effectively and professional way

--  Deliver on P&O Operational process and service delivery

• Complete work needed to support the administration of P&O operational work in the areas of P&O (included but not limited to P&O data administration, reporting, international mobility admin, talent operation support (acquisition, development, succession, review, performance, training), employee lifecycle topics (e.g. onboarding and employee moves and termination).
• Be responsible for the quality, timeliness and customer satisfaction of work produced and collaboration needed to deliver this work with all relevant parties to support end to end service delivery
• Work collaboratively within P&O Operations and Tech and more broadly within the P&O community and with business stakeholders to make sure nothing drops and in a proactive way anticipating customer needs before they become needs
• Be reactive and customer oriented in engaging with customers and stakeholders in a professional and kind way
• Work closely with 3rd party service providers to ensure that they we work with them collaborative partners working together to ensure end to end service delivery
• Work to ensure basics such as work documented processes and work instructions are in place and updated regularly according to what is defined by management
• Provide feedback and ideas and work collaboratively in teams to support improvement and expansion of service offerings
• Work in a way which results in great data quality and that it can be used in a reusable and intuitive way
• Be customer oriented, working as a part of both local, regional and global teams
• Work collaboratively sharing information and working openly together toward better solutions

--   Actively contribute and support Operational Excellence and technology adoption

• Work together in teams during improvement meetings bringing a positive perspective and ideas to help to improve processes and services
• Work to create measures and data to help to identify root causes and ideas for future improvements (KPIs an SLAs)
• Support the review and approval process to help bring improvements to life
• Work actively within KPIs and SLAs and use the information to signal when improvements are needed
• Take responsibility for creating and updating process standards and documentation.
• Participate in workshops to define, harmonize and standardize processes in a positive and solution oriented way. (process maps, procedures, forms, roles and responsibilities alignment) and communication/rollout
• Work to help assure quality of processes and assess risk
• Support testing and acceptance of processes within supporting technologies

--   Work closely together with P&O Business Partners and Centers of Expertise and Site P&O and cross functional stakeholders to ensure 

• Good cooperation to ensure needs and requirements are addressed and expectations managed
• Strong coordination to ensure that people are kept in the loop and involved
• Effective delivery on implementations and actions
• Support training and good communication with key experts to ensure alignment and seamless processes 

Who we are looking for

• P&O operational and administration expertise (managing, improving and implementing services and processes in area of expertise (employee lifecycle processes, talent processes, etc) - 3 years
• Experience with P&O technologies (e.g. SAP, SuccessFactors, payroll and time systems, etc)
• Experience working in projects
• Strong communication skills and collaboration/coordination
• Experience in guiding strong practices around knowledge management, technology usage and data quality stewardship
• Working with 3rd party partners in a collaborative way
• Great risk management experience and demonstrated acumen around mitigating risks
• Fluent communication in English

What we offer

We aim to lead the way. Not just for our customers, but for our employees too. That is why we strive to create a collaborative environment in which we can all succeed, and a culture through which we can all share ideas, develop our expertise and advance our careers. We engage in building an inclusive work culture that offers equal opportunities for all employees irrespective of their diverse backgrounds. As you would expect from a world-leading organisation, we will also reward your contribution with a competitive salary and benefits. With all this and more, imagine what you could do?