POSITION SUMMARY:
Reporting to the HR Service Center Supervisor, the HR Service Excellence Specialist - Workflow Emphasis plays a pivotal role in optimizing end-to-end HR service workflows across the APAC Shared Services Center (SSC). With a sharp eye for process dynamics, this role owns the monitoring, auditing, and continuous improvement of workflow routing, automation paths, and service fulfillment, ensuring measurable excellence across SLAs, user experience, and operational efficiency.
The specialist acts as a key bridge between HR functional teams and system/IT stakeholders, ensuring that workflows reflect evolving service delivery models and scale effectively across geographies and functions.
ESSENTIAL FUNCTIONS:
- Track SLAs and workflow metrics to ensure consistent, high-quality service delivery.
- Analyze workflow data and identify process inefficiencies or improvement opportunities
- Maintain and update workflow configurations in platforms like Workday and Helix
- Audit user profiles to uphold data integrity and workflow alignment.
- Partner with HR, IT, and Change teams to address workflow and system issues.
- Support UAT and testing for new workflow designs or updates.
EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:
- 3 years of relevant experience in shared services or HR Operations with exposure to workflow/approval chains.
- Ability to analyze workflow data and translate into service improvements or escalation paths.
- Proficiency in HCM and service management systems; strong preference for Workday and Helix
- Confident in SLA tracking, data validation, and audit report preparation.
- Understanding of shared services workflow logic, including routing rules, notifications, and automation triggers.
- Experience reviewing role-based workflows, approval chains, or system routing paths.
- Clear and confident communicator who can translate technical process flows into actionable insights for HR leaders.
