Employee Services Executive - Travel

• GBS - Global Business Services
• Hong Kong Special Administrative Region of China
• Cathay Pacific
• Application Deadline
  21 Jun 2024

Role Introduction

Reports To: Lead or Assistant Manager

GBS will be Cathay Pacifics trusted partner in establishing end to end processes and services to deliver value through simplification, innovation and automation.

The ultimate purpose of this role is to deliver quality services, in a cost effective and efficient way, to all business units / subsidiaries, employees and external stakeholders.

This role is accomplished by supporting and providing inputs to projects on, for example:

• Standardization and simplification of policies and procedures
• Review of existing tools on documentation and information management
• Proposal and implementation of improvement initiatives such as lean, robotics, and ECM
• Improvement of GBS presence throughout internal communication channels

Key Responsibilities

Employee Services team is part of the Hire to Retire (Employee Services) stream which provides services and administration of the end-to-end transactional activities associated with the employee experience for employees and business units. The stream currently covers on-boarding, employee benefits, employee mobility, and off-boarding activities, and the scope is under expansion.

• Provide timely and efficient people-related administrative support to employees, People department, line managers and external stakeholders, ensuring compliance with relevant legislation, corporate/local policies and industry best practice, throughout the Hire to Retire (Employee Services) stream, in accordance with the agreed service level
• Undertake the full range of transactional people-related administration responsibilities including but not limited to the following:
  • Ensure employee records, both paper-based and electronic, are up to date and accurate
  • Ensure that all employee data is entered into systems in a timely, accurate and consistent manner
  • Respond and resolve where possible enquiries, issues and complaints; escalating as appropriate to Lead / Assistant Manager
  • Escalate requests to relevant People managers in a responsive, timely and efficient manner
  • Establish a positive rapport with colleagues and customers and to ensure information is communicated clearly and appropriately
• Ensure consistent people-related administration support to managers, employees and outside parties, within agreed parameters in order to maximize efficiency, effectiveness and confidence
• Administer people-related activities within agreed procedures, standards and timescales, as defined by the Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)
• Work closely with business units along the Hire to Retire (Employee Services) stream
• Support Customer Services by providing FAQs and transcripts on general enquiries and resolving specific employee-related enquiries escalated from Customer Services
• Apply Lean processes to ensure that GBS meets or exceeds customer requirements
• Participate in process optimization initiatives where needed
• Given the handling of sensitive data, maintain confidentiality and observe data protection and associated guidelines where appropriate

Requirements

• Tertiary education in business, HR or relevant discipline
• 3+ years of experience in general HR administration within General Business Services / Shared Services environment, less experience will be considered for junior role
• Ability to multi-task between daily operations and project initiatives in a fast-paced environment
• Ability to collect and evaluate data
• Ability to research and analyse information to support decision-making
• Customer-centric
• Good influencing and interpersonal skills to collaborate and work with a diverse group of people to meet goals and objectives
• Capability to work independently with strong sense of responsibility
• Strong written and verbal Chinese (Cantonese) and English communication skills
• Open-minded in adopting technologies

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.