People Solutions Officer ( Tier 2 )

Join our HR Shared Services team and play a key role in delivering seamless support across onboarding, talent, learning, rewards, and workforce administration. Opportunity to partner with stakeholders, drive improvements in processes and systems, and ensure compliance while creating a smooth employee experience.

What we ask

• Degree in Human Resources, Communications, or a related field (or equivalent experience).
• Minimum 2–3 years of demonstrable experience in 1st-line customer service management (preferably within HR).
• Proficiency in both English and Vietnamese (spoken and written).
• Hands-on HR experience or previous work experience in a Shared Services Center (SSC) environment is a strong advantage.
• Ability to work effectively with data and generate insights.
• Proven ability to manage multiple priorities and deadlines.
• Strong people management and interpersonal skills.
• Ability to thrive in a fast-paced and complex environment.

What we offer

• Our FSSC is located at Quill 9, Petaling Jaya.
• A diverse workplace with colleagues of different ethnicities, genders, and languages.
• Opportunities to work and grow in a shared service environment.
• Structured training and continuous learning support.
• An excellent package with competitive salary and benefits.

Vacancy description

What you are expected to do :

a) Incoming Requests

• Translating customer demand into sustainable and customer-oriented solutions in case of no available standard in place
• Processing service requests on for example, hours and declarations, workforce administration, contracting, onboarding and learning administration
• Keeping knowledge in our HR tools up to date
• Connecting data from various HR systems
• Continuously looking for improvements
• Optimal collaboration from other teams within and outside HR
• Motivate your teammates and ensure team spirit

b) HR Operations – TA, Onboarding, Talent, L&D, Workforce Experience, Workforce Admin, Time Management, Total Rewards

• Second point of contact for employee as expert on the mentioned topics
• Answer, handle and execute deviating, not standard complex questions and calculations (i.e. exceptions outside predefined bandwidth
• Challenge the status-quo, set the quality bar for PS&S EU and America. Seek for improvement opportunities
• Coach, guide and support tier 1 in their daily work proactively
• Ensure that new/adjusted law- and legislation is processed in a right manner and translated into the existing services and solutions.
• Trains the PS&S colleagues and educate them the background of law- and legislation (impact)
• Check compliance and reports on non-compliance issues to relevant stakeholders (e.g. Corporate privacy officer)

C) Stakeholder- & Project Management

• Linking pin position between various internal & external stakeholders
• Responsible for end-to-end project execution for topics such as CLA Changes/Adjusted Benefits, Performance Management (Merit/Stip)
• Participate regularly in tactical projects regarding own areas of expertise. Is able to take on activities within the project on his/her own, keep track of them and keep in touch with the stakeholders involved
• Independently manage operational projects, such as the implementation of the yearly changes in base, bonus & incentive pay, including the increase in function year and the increase in CLAs
• For those operational projects; formulate the project plan, coordinate the activities of the project members, monitor progress of project, manage and mitigate risks and adjust project plan when necessary.
• Ensure excellent implementation of the yearly salary increase HAY and STIP bonusses based on the performance management cycle

d) Policy Changes Implementation

• Proactively signal gaps & improvement opportunities in existing HR policies and contribute to development & implementation initiatives
• Coordinative role towards PS&S EU and America to implement the policy changes; translating the changes into daily practices 5. Systems
• Maintain knowledge up to date with regard to the HR systems SuccessFactors and ServiceNow (Finder)
• Is able to determine/flag the consequences of front-end changes to back-end system;
• Initiate (technical) change request for (necessary) system modifications and improvements;
• Test, approve and monitor system changes. Fully understand the consequences and impact on processes and share this on a frequent basis with PS&S EU & America

e) Reports & Analytics

• Make relevant data and information available to the right people / target group in a meaningful
• and efficient way to be able to control projects and decision making;
• Support & coach in data driven way of working towards both business & PS&S EU & America
• Handle incoming (complex) queries as part of CLA negotiations.
• Responsible for reports and controls in line with ICF framework 7

f) Knowledge & Communication

• Remain up to date in terms of knowledge (national law & legislation, CLA and working conditions of FrieslandCampina) by being proactively involved with the annual learning objectives;
• Provide up to date documentation of own work processes and monitor/review the work instructions
• Has knowledge on data privacy and compliance

Staying true to who you really are, that is your starting point at FrieslandCampina. Because it is precisely by embracing our differences that we can grow together. We want to create a working environment that allows all employees to bring their best and authentic selves. If who we are suits you, but you're not sure if you're the best fit for the role, we still encourage you to apply so we can help you find the role that fits you best.