APAC Employee Resource Center (ERC) Leader - Adobe

Job Reference: HH100
Employer/Agency: Adobe
Location: Singapore
Salary/Package: On application
Job Sector: General Management & Consulting
Date Posted:
Closing Date:

The Challenge
The Employee Resource Center team is the initial point of contact for all employees, managers & senior managers across APAC and Japan. This team is responsible for providing first level support intended to improve manager and employee success by addressing inquiries related to Employee Experience policies, procedures and programs; identifying and clarifying issues through inquiry; evaluating potential solutions; implementing selected solutions; or escalating to a functional consultant if the solution requires on-going interaction or specialized coaching. This also includes addressing employee grievances, conducting investigations and partnering with the business and legal to facilitate appropriate resolution.
This team is able to provide resolution for the vast majority of inquires that come through the shared services organization. The role of the APAC ERC Leader is to make sure that all of the above are taking place and assures the business & customer delight, scalability of the shared service while making sure there is constant involvement and investment into team development.
What you'll do
Act as the leader of the Generalists team in APAC + Japan and serve as the primary point of contact for Employee Relations matters. Areas of responsibilities include:
Operational Excellence:
Responsible for the day to day operations of the Tier I (ERC Associates) and Tier II (ERC Generalist) support within ERC.
Assign, monitor and prioritise daily activities of team including case volume management, projects and proactive work
Daily review of case volume and operations (SLA, resolution time, CSAT) to ensure employee inquiries are being resolved timely and with quality response that reflects the ERC values and vision
Acts as point of escalation especially for Tier II queries. Works with COEs, HRBP or other stakeholders to resolve such escalations
Understands the functionality of the case management tool and can provide guidance or assistance
Understands and flags different tool challenges and even provides solutions or input for solutions
Assures data consistency and accuracy for better business reporting
Drive process adherence and consistency in employee service/ response (ensure team members are providing the same level of information and use consistently the case management system tool)
Supervises responsiveness to routine and non-routine People Resources related customer service inquires and problems that require one interaction with the customers.
Customer Service:
Responsible for promoting and practicing highest level of customer support
Understand the business need to provide effective and practical solutions
Leads and contributes to global/local projects targeted at enhancing employee experience
Responsible for providing leadership and guidance to the team for successful implementation of shared services model that results in exceptional customer experience across the different countries
Ensures accountability in the organization for delivering exceptional customer experience
Be caring for employees as a human not a case, always be calm and courteous in interactions with customers
Scaling Business
Align resources and processes to build scale and self service
Looks out for trends and insights while monitoring cases for building proactive solutions to proactively address common employee questions. Partners with functional leaders to identify and implement improvement opportunities.
Enable Regional Business Partners through data & insights for their conversations on organisational design and talent development that accelerate business performance and scale. This includes building quarterly dashboards and Insights to enable business leaders in making informed people decisions
Is responsible for providing strategic insight related to customer satisfaction
Challenge status quo for bringing scale and leverage automation for improving process efficiency
Team Development & management
Advise the team on appropriate Talent Development courses and accessing learning programs
Being able to coach and offer direction to the team members
Set priorities and objectives together with the team members and monitor progress and how success looks like
Compensate and Rewards team accordingly to their performance and impact
Leadership mindset
Demonstrates and showcase strong EQ with the team members and partners
Balances global priorities along with regional requirements to deliver results
Role models Check-in to create an environment that supports growth and development for team
Attracts and selects top talent while promoting diversity within the team and organization
Adds efficiency and effectiveness to his/her own job and for the team
Develops in-depth understanding of processes, tools to be handson when needed
Breaks barriers to support hybrid roles in site locations and drives One Employee Experience brand
What you'll need
Experience in leading and developing people (good mediator and coach)
Ability to build and maintain strong partnerships with stakeholders
Executive presence: Communicates effectively at all levels, including written and oral communications
Strong generalist skills in human resources
Data Oriented with Analytical mindset, comfortable with Microsoft Excel and Dashboarding tools
Demonstrated problem solving skills
Displays commitment to customer service
Both people & process oriented and the ability to manage detailed work within constant deadlines/time constraints/SLA environment/change environment
Maintains highest level of confidentiality
Ability to apply judgment and make decisions on escalations
Previous experience with shared services organizations is a plus
Personal Leadership
Exemplify Adobe Values, Demonstrate strong EQ, Learn, grows and adapt, Strong work ethic
Thought Leadership
Think and act strategically, Customer centric, Foster innovation and risk taking, Leads change
People Leadership
Select and develop future leaders, Influence, Inspire, Role model Check In: expectations, feedback, development
Results Leadership
Ensure cross functional breadth, Able to scale, self and team, Action oriented; focus on impact, Drive accountability

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