People & Communications Services Agent (Philippines, Thailand, Vietnam, Indonesia)

About the role

KONE, a global leader in elevators and escalators, has created KONE Business Services (KBS), a shared service unit formed with Finance & HR operations. The People & Communications (P&C) Services Agent reports to a KBS Manager and supports end-to-end HR processes (except payroll) in the Philippines, Thailand, Vietnam and Indonesia. The agent is the first point of contact for internal customers who need help with HR processes.

Key responsibilities

• Log and maintain every request in a case management tool to track volumes and Service Level Agreements (SLAs).
• Follow guidelines and instructions to meet SLAs and quality targets.
• Maintain reminders and notifications to the Center of Expertise Unit HR, Employees or Managers, with strong follow-up.
• Notify the Process Specialist and HR Services about compliance or control issues or incomplete documentation.
• Carry out quality checks at each stage of the process and keep quality statistics reporting up to date.
• Support local administration, maintain employee files and information, and take part in team meetings, process analysis and improvement actions.
• Cover HR process areas such as master data and reporting, recruitment, onboarding, talent management, reward and recognition, and learning and development.

Required profile

• Associate degree, preferably in Human Resources or Business Administration.
• Fluent English reading, writing and speaking; fluency in the native language of the assigned country is mandatory.
• Previous HR administration experience is beneficial; exposure to HR processes is an advantage.
• Experience in a shared service centre or call centre is an advantage.
• Knowledge of labour and social law requirements is an asset.

Required skills

• Excellent computer proficiency, including MS Office (Word, Excel, Outlook); Workday experience is a plus.
• Ability to work independently and in a team, in a fast-paced environment, with a service mindset.

What we offer

• Career progression and opportunities within a global organization.
• Total reward elements and comprehensive learning and development programs.
• A lively working environment within the Shared Services team and KONE Front Line.

Working hours are 8.30 am to 6.00 pm, primarily supporting the SEA market and other Asia Pacific countries.