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Assistant Manager, Employee Services

Cathay Pacific
At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities. With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
Location: Hong Kong

Role Introduction

Reports to: Global Business Services Manager (or Assistant Manager if available)
GBS will be Cathay Pacific's trusted partner in establishing end to end processes and services to deliver value through simplification, innovation and automation.
The ultimate purpose of this role is to deliver quality services, in a cost effective and efficient way, to all business units / subsidiaries, employees and external stakeholders.
This role is accomplished by leading or participating in, for example, the:
- Standardization and simplification of policies and procedures
- Review of existing tools on documentation and information management
- Proposal and implementation of improvement initiatives such as lean, robotics, and ECM
- Improvement of GBS presence throughout internal communication channels
Employee Services team is part of the Hire to Retire (Employee Services) stream which provides services and administration of the end-to-end transactional activities associated with the employee experience for employees and business units. The stream currently covers on-boarding, employee benefits, employee mobility, and off-boarding activities, and the scope is under expansion.
Employee Services Lead is expected to manage the daily operations and improvement initiatives on a 50-50 time-allocation basis.
Assistant Manager – Employee Services is expected to work with the GBS Manager on project and daily operations on an 80-20 time-allocation basis respectively.
- Daily Operations
1. Lead the team in ensuring tasks are carried out to a high standard and completed within service level agreements (SLAs)
2. Provide regular operational feedback to the GBS Manager as well as identify and escalate potential serious operational and customer issues
3. Act as escalation point for Associate Executive / Executive, assisting with query resolution and case managing complex queries
4. Coach and support the teams in ensuring the employee services processes are in accordance with the agreed service levels and ensure back-end operations are efficient and effective. Be a role model for team members and develop individuals to ensure they reach their maximum potential
5. Given the management of sensitive data, to maintain confidentiality and observe data protection and associated guidelines where appropriate
6. Ensure consistent delivery of established SLAs through active, ongoing management
7. Identify common feedback to enable Customer Services team or future technology to respond to employees with a view to continually improving customer services and GBS productivity
- Process improvement initiatives
1. Lead process improvement initiatives within GBS as well as with business units, to deliver efficiencies and benefits to internal and external customers
2. Undertake any project work relevant to the activities of GBS as requested by the GBS managers
3. Act as a Project Manager to lead cross-functional team and project meetings and work collaboratively with all necessary individuals to achieve the goals of each given project
4. Document and monitor business processes, business rules, metrics and standard operating procedures as a result of improvement initiatives
5. Track, measure and achieve defined department metrics
6. Work with key stakeholders to determine areas for optimization; develop solutions to continuously improve and streamline processes and to develop value adding enhancements
7. Partner with stakeholders to implement process modifications that support changing business and compliance requirements
- Tertiary education in business, HR or relevant discipline
- A minimum of 5 years of experience in general HR administration within General Business Services / Shared Services environment
- Demonstration of leadership skills by role-modelling, engaging the team and creating a positive environment, capable of providing leadership and direction to direct reports
- Ability to multi-task between daily operations and project initiatives in a fast-paced environment
- Experience in maintaining a working knowledge of labour, human resources, legal and operational issues related to Cathay’s HR systems
- Strong analytical and problem-solving skills
- Capability to work independently with strong sense of responsibility
- Open-minded in adopting technologies
- Customer-centric. Ability to act consistently and fairly with GBS’ customers/business units, focusing on resolving issues and performing with a customer focused attitude
- Ability to maintain the highest degree of confidentiality, and be discreet and professional with all levels of the organisation
- Strong project management with ability to manage multiple conflicting priorities
- Experience across different functions within Employee Services stream
- Strong influencing and interpersonal skills to collaborate with Business Units and work with a diverse group of people to meet goals and objectives
- Take initiative to identify and anticipate client needs and make recommendations for implementation
- Strong verbal and written communication in English and Chinese
- Certified Yellow Belt (Completion of at least one yellow belt project) and completion of green belt training (or equivalent)
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