Serve as the subject matter expert for Total Rewards programs, policies and processes. The operational processes encompass managing group insurances, handling benefits claims, inputting data into payroll, processing vendor invoices, and administering the share incentive program, among other tasks. Identify and recommend methods to update, simplify and enhance processes, procedures and technologies. Provide staff with technical support and guidance on core Total Rewards HR processes (respond to and resolve increasingly complex issues). Act in a consultative and project management role to COE to define and implement program delivery. Identify process and systems implications of, and solutions to, new or modified programs and policies. Primary interface to Center of Excellence and Non-HR functional departments to appropriately escalate inquiries/concerns. Lead or participate in continuous improvement initiatives to ensure services are effectively delivered. Help CIC create/update call scripts and receive and address complex or escalated issues. May develop and mentor staff, including undertaking performance reviews. Launch case management with ownership from intake to transition, escalation, or closure Ensure on-the-job training occurs where appropriate. Gather and analyze appropriate metrics, data and reports around compliance, performance, and data analytics (peer-level) to help initiate improvements. Provide input into appropriate metrics and reports around compliance, performance, and data analytics. Monitor case management and timely closure of tickets with Supervisors/ Team Leads to ensure quality customer service.

Kuala Lumpur