We are a leading chemical company, with the best teams developing intelligent solutions for our customers and for a sustainable future. Our success as a company relies on the engagement of our employees. We encourage our employees to develop their strengths, and we recognize their achievements. For you, this means a wide variety of job roles, and exciting opportunities for learning and career development.
The BASF Shared Services Center Kuala Lumpur was established in 2005. Located in Kuala Lumpur, it has approximately 700 employees and provides functional services in the areas of Finance, Controlling, Information Services, Human Resources, Environment, Health & Safety, Procurement, and Import-Export Order Management to BASF companies and affiliates in 17 markets across Asia Pacific. BASF also has three other Shared Service Centers that cover Europe and the Americas, located in Berlin and Ludwigshafen, Germany, and Montevideo, Uruguay.
Objectives of the Position
Provide quality supervision and support team members to deliver services to BASF group companies. Ensuring that services are delivered in accordance with established processes and work procedures and in compliance with BASF policies and local company legal and statutory requirements.
Supervise and provide guidance to team members in the group to ensure all transactional processes under responsible areas are executed accurately in a timely manner to meet the agreed Service Level Agreement (SLA) and internal Key Performance Indicators (KPI).
Support team members by resolving critical operational issues and enquiries, and manage the escalation of complex operational issues according to escalation process.
Work with manager to manage customers’ expectations, drive process standardization, harmonization and process improvements through resolution of operational related issues and enquiries.
Assist manager in resource planning and monitoring to ensure zero interruption to operations.
Maintain mutual respect and credibility relationship with Country HR (CHR), Regional HR (RHR), BASF employees and other strategic stakeholders.
Work with manager in attending to relevant feedback received during country discussion, monthly operations review meeting and other forms of Customer Feedback. Discuss with manager and team to take actions and implement appropriate solutions which contribute to improvement of customer satisfaction level.
Collaborate with other related BASF and BSSCKL teams to ensure quality and customer oriented service are delivered for HR areas, and at the same time compliance to standard operation procedures (SOP).
Operational Excellence & Cost Efficiency
Support, guide and coach team member to ensure all deliverables in scopes are meeting service level offering mutually agreed with the Local Companies as well as BSSCKL internal KPI. This include:
Ensuring all reporting areas of deliverables are processed according to SOP, with quality and meeting the expected KPI and/or SLA.
Take on reviewer role for operation deliverables and conduct quality check on deliverables prepare by team members to ensure deliverables meet quality standard and necessary control check are in place.
Review Quality Management System (QMS) and SLA breach root cause, propose sustainable resolution to managers.
Monitor the progress on operation deliverables item (e.g. tickets, change request, YEA activity, quality and error log), guide team members in prioritization to ensure smooth delivery.
Support team members in resolving operation issue, highlight and propose sustainable solution to manager in addressing operation issues:
Be an expert in system in respective area and HRS processes in order to provide guidance and coaching to team members whenever needed.
Guide and coach team members in handling complex or critical operation issue or cases, work with relevant parties for resolution, manage the issues' escalation when necessary in timely manner.
Identify trends of issue occur in operations, highlight, discuss and propose solutions to manager to handle issues accordingly.
Collaborate with other team members e.g. Technical Team and Mobility & Employee Services team to establish and maintain a confidential and sensitive work environment, focusing on customer services by handling all customer requests in a professional manner to resolve operational issues.
Assist manager in resource planning and workload arrangements to ensure sufficient resources to attend daily task in order to meet SLA and no interruption in operations.
Act as a back-up to the other Team Lead or Team member on managing customers' expectations as and when required.
Standardization & Convergence
Ensure team members are providing standard BSSCKL services to all BASF customers. Support team in managing customer expectation by clarifying BSSCKL product portfolio and by educating key customers. Work with Manager or HRS Management Team (HMT) in establishing clear processes and rules on how to deal with non-standard requests.
Ensure team members to record all areas for improvements. Review documented errors, propose to manager and implement agreed improvement solution.
Actively work with team member to identify improvement areas on daily operational processes, support and participate to implement these Improvement initiatives which brings impact to the operation's productivity, efficiency, standardization and harmonization.
Ensure up-to-date documentations are maintained and team member are adhere to procedures which comply with the SOA, ISO and any other internal audit, external audit and certification requirements.
Ensuring that services are delivered in accordance with established processes and work procedures and in compliance with BASF policies and local company legal and statutory requirements.
Employer of Choice
Provide support and help team members in specific to structure and organize for effective work practices with minimum assistant from manager. Promotes team results as joint achievement, on collaboration within and across department.
Provide periodic knowledge sharing/training in terms of processes, issue resolution and best practices in closing the knowledge gap within and cross teams. To contribute positively to a knowledge sharing environment by ensuring all work-related relevant documents are updated and available in knowledge database for team reference.
Support new team members by:
Planning and coordinating buddy training for new team member
Monitor buddy training program and assign right buddy to conduct buddy training. Take on the buddy trainer role as and when needed
Provide work performance feedback to manager
Conduct probation assessment with manager, include functional test, and probation dialogue session
Provide regular feedback to manager on team member’s work performance.
Frequent cooperation within BASF Group
Business Partners in country or regional office
Other teams within BSSCKL
Managers, Team Leads and team members within HRS Division
Degree of Supervision Required in the job
Work is regularly supervised.
Preferably graduate with a Bachelor’s degree.
With 2 - 4 years working experience in similar function.
Preferably experience and familiar working with a world-class HR system (SAP, Oracle, PeopleSoft).
Preferably experience in a shared service/outsourcing environment.
Experience in people management/team leadership is desired.
Experience working in large, diverse teams and able to communicate with different levels.
Good analytical skills and have experience in data analysis, statistic or reporting.
Proven ability in solving process and technical issue.
Technical & Professional Knowledge
Strong organizing skills and analytical ability (inclination for Mathematics/ Finance/ Problem-solving).
Understanding of HR principles/Employment Laws.
Functional knowledge and skills in using Microsoft applications, i.e. Words, Excel, PowerPoint.
Fluent in spoken and written English. Knowledge of any other Asian languages will be an added advantage.
Depending on the supported country, the relevant incumbent may be required to have proficiency in speaking and writing the respective country language.
Country / Location HR Services Team Lead (Hong Kong / Taiwan)