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Junior Specialist, HR Direct

THE POSITION

Join a dynamic and innovative team in HR Direct, where your work will directly impact our mission to deliver HR service excellence across the APAC region and will contribute to the Company’s purpose to transform lives for generations. This role offers the opportunity to collaborate with top talent, drive meaningful change, and grow your career in a supportive, global environment.

  • Responsible for maintaining high-level service delivery by correct & on-time processing of requests/answering of HR related inquiries within the Tier 1 level from the target community - BI employees (active/former), BI HR professionals, legitimate third-party verifiers of employment, country Stakeholders.
  • Responsible for doing follow-ups, conducting service recovery, correctly liaising HR cases to relevant support teams where necessary, resolving escalations, and collaborating with other support teams & Stakeholders
  • Responsible for updating/maintaining Knowledge Base/Process Manuals or any other relevant Procedural & Operational Repositories/Channels, initiating Continuous Process Improvement, delivering/completing Ad hoc tasks/team Deliverables

Tasks & responsibilities

  • Acts as first point of contact for any HR related inquiries and delivers the first line HR support independently & efficiently through the available channels (phone, email, booking, self-service ticket).
  • Reviews all HR cases & emails that come through HR Direct and identifies the right Support team for each case (Tier 1, Tier 2, Local HR, etc.)
  • Works according to all relevant Standard Operating Procedures (SOPs), detailed work instructions, concepts, and way of working. Applies caution/preventive measures all the time.
  • Conducts proper security verification, compliance and data privacy protection in all areas at all times.
  • Investigates, analyzes & conducts full research about the case to get the right, timely & efficient resolution.
  • Manages and prioritizes tasks & responsibilities effectively and in compliance with the Service Level Agreement (SLA), and ensures Key Performance Indicators (KPIs) are consistently met.
  • Creates/updates internal documentation, process guidelines, knowledge base articles, or any other requirements & relevant procedural & operational repositories/channels.
  • Collaborates with other support groups for process alignment, continuous improvement, and other operational/business related matters and touchpoints.

Requirements

  • Graduate of any bachelor’s degree or equivalent experience (relevant experience is preferred).
  • Experience in other HR administrative function, data analytics & reporting, IT, customer service, contact center/BPO, leadership role is an advantage.
  • Must be computer literate with basic to advanced knowledge of common operating systems/software tools (e.g. Microsoft Office, etc.).
  • Experience in using SAP software or ServiceNow is an advantage.
  • Soft Skills:
    • Strong communication and comprehension skills
    • Critical and analytical thinking with attention to detail
    • Collaborative and team-oriented mindset
    • Innovative and driven by continuous improvement
    • Adaptable, agile, and resilient under pressure
    • High interpersonal and emotional intelligence
    • Proactive with a strong sense of initiative
    • Committed to integrity and ethical conduct

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