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Job Purpose and Impact

• The Senior Support Staff, General HR Operations job assists with both routine and varied human resources services spanning data administration, position management, learning administration, performance monitoring, time and attendance, benefits and other transactions to ensure the successful operations of the organization's human resources administrative services. Working independently under limited supervision for routine and varied administrative tasks, this job supports the leave of absence process, assists employees and managers by addressing questions and contributes to the completion of human resources services administration activities.

Key Accountabilities

• MyHR Hotline & Case Management and HRIS

• Serve as the first point of contact for HR inquiries via hotline and portal.
• Triage, resolve, and escalate tickets in Remedyforce, adhering to SLAs and knowledge base articles.
• Document case notes, resolutions, and FAQs; identify trends and propose fixes to reduce repeat contacts.
• Validate data accuracy to perform routine and complex HRIS transactions across modules per approved workflows.

• Employee Supporting: Supports employees and managers, with limited supervision, by providing timely responses and addressing routine and varied questions and inquiries about employee benefits programs and human resources policies, including disability, health and life benefits, paid time off, and retirement plans.
• HR Research: Gathers and verifies data and prepares routine reports measuring the effectiveness and quality of human resources services, including metrics related to responses to employee inquiries, and identifies opportunities for enhancing delivery.
• Quality assurance & continuous improvement: Supports projects related to process optimization and standardization, including implementing accountability measures and processes to ensure compliance, and reviewing customer reported issues to determine root causes and propose solutions.
• Hr services administration: Performs data entry into one or more systems and maintains accurate records and reports related to the time and attendance, leave of absence process, including updating and correcting human resources records, benefits and other records on a daily basis.
• Process implementation: Partners to implement new hire, termination and other employee lifecycle related processes and identifies potential challenges

Qualifications

• Protect employee data per company policy and data privacy
• Work in details and have customer service mindset
• Minimum 2 years in HR operations/shared services; experience with SAP SuccessFactors and Remedyforce (or similar ticketing) preferred.
• Strong English and Vietnamese communication skills (written, verbal).
• Solid Excel and reporting skills; familiarity with data audits and basic HR analytics.