About us: It’s a great time to be part of the SES team
We are the world’s leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit (GEO) and Medium Earth Orbit (MEO). We provide a diverse range of customers with global video distribution and data connectivity services through two business units: SES Video and SES Networks. Our global team works collaboratively to make a significant, and often life-changing difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide.
Coordinator, Employee Services - Asia-Pacific and Middle East
Singapore - Singapore
At SES we are building a new team, with the scope of providing customer-like experience to our employees for Human Capital services, requests and inquires. Based in Singapore, this position is part of the newly created Employee Services team, and plays a key role in the delivery of HC services to our employee customers while contributing to the implementation of the function within the company. The role will evolve over time, as the services offered through the Employee Services diversify.
This is an exciting opportunity for a dynamic, customer oriented, HR professional with a positive attitude and keen eye for details, to join a hi-tech, global company and develop a career in the field of Human Resources.
You will be part of a small but nimble team, working together to support SES employees world-wide, and you will take a lead role for Asia-Pacific and Middle East.
Serve as Employee Champion and be a first point of contact for employees on HC Employee matters and seek rapid resolution of employee queries, while ensuring great customer satisfaction:
First point of contact for employees on HC related matters, ranging from simple transactions ( e.g. employment verification letters), basic questions regarding HC systems and policies, to region or country specific queries
Seek rapid and efficient resolution to queries, requests and 'How To' questions, leveraging FAQ's, processes and procedures and promptly resolving queries upon first call/contact
Log and categorize all calls and requests on the case management platform. Updates case resolution as needed
Provide support for routine employee questions and issues for HC Tools & System (SAP, SuccessFactors)
Escalate cases to appropriate stakeholders, centers of expertise (COE) or external providers, and follow up on case resolution
Maintain ownership of cases through resolution working with internal resources and/or COE’s
Perform troubleshooting on a variety of issues that may extend beyond the reach of the Human Capital team, requiring the ability to network cross-functionally and leverage relationships to support our employee customers
Act as a point of contact for information residing on the knowledge-based system; ensure that information is up-to-date and easily accessible for employees
Recognize customer service delivery issues; recommend and implement solutions to meet or improve service level agreements
HC Processes Coordination:
Supprt the Talent Acquisition team with local regulatory processes (e.g. declaring vacancies to the local authorities)
Coordinate New starter and Onboarding process, including gathering relevant documentation, running new hire background checks, communication with new employee, scheduling induction sessions, create and update employee files, complete forms and distribute internally, follow-up with relevant department such a IT, facilities, etc.
Liaise with the relcation service providers and the SES mobility function on local assistance required for employees on mobility assignments
Process relevant documents to ensure work permits are obtained in time
Support, when needed, relocation activities and booking of travel for new starters
Coordinate Probation Review process: follow-up with employees and managers on tasks such as training and objectives setting, schedule probation review meetings for HC Business Partners (HCBPs) and employees, draft probation confirmation and/or extension letters
Gather required documents and process internal forms related to employee internal transfers, in coordination with HCBPs
Coordinate offboarding process (send departure survey, distribute internal forms and notification, draft end of employment confirmation, etc.)
Provide feedback on processes, templates, knowledge base improvement suggestions
Collaborate with other HC areas on new and existing programs and process improvement initiatives
Maintain an up to date understanding and awareness of specific HC processes and procedures
Demonstrate an ability to learn and actively seek out knowledge
During the Service Centre Implementation phase, you will be involved in activities such as:
Contribute to building the Knowledge Base, allowing the centralization of our policies, procedures, How To’s for ease of access
Liaise with COE and other departments within the company to help research and document processes and policies
Provide suggestions for services simplification and automation
Assist in the implementation of the service portal
Support service portal testing
Other duties and projects, as assigned
Experience and Competencies:
Bachelor’s degree in business, Human Capital or related field
2- 3 years previous experience supporting internal customers in a specialized HR capacity
Foundational knowledge of HR, including compliance requirements and benefits
Good understanding of local Labor law regulations
Have a Singaporean social security number
Previous work experience in Customer Services, Shared Service Centre or Business Process Outsourcing is advantageous
English is required for business needs. Additional languages are an asset
Carries out own task and willingly cooperates with colleagues to achieve team objectives
Listens to customers and understands their specific individual needs, addresses them appropriately, promptly and efficiently within agreed service standards
Ability to apply critical thinking skills and use deductive reasoning to assess questions and resolve issues
Works to agreed quality standards and ability to use initiative to question own working methods and practices, suggesting and making appropriate improvements
Ability to multi-task and manage competing priorities
Strong verbal and written communication skills, including the ability to make connections with customers in writing
Strong computer skills, including proficiency with Microsoft Office
Commitment to outstanding customer service, both internal and external
What’s in it for you?
In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support you’ll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. We’re proud to belong to the SES team and collaborate towards success.
Good to know
For more information on SES, click here.
SES is an Equal Opportunity Employer and welcomes diversity!