Analyst, HR Service Center, BSPO (APAC - Location Agnostic) 12 Months Contract
Join Mitsubishi UFJ Financial Group (MUFG), a leading global financial group, and contribute to our mission of building long‑term relationships, serving society, and fostering sustainable growth.
MUFG values innovation, agility, and people‑first culture, investing in talent, technologies, and tools that empower your career and make a meaningful impact.
Responsibilities
- Deliver quality HR Service Center support, responding to inquiries and processing transactions accurately and timely.
- Provide Tier 1 support to all employees/stakeholders at all levels, managing escalation points for complex queries with a client‑centric approach.
- Create, assign, escalated, and resolve cases in accordance with standard operating procedures, policies, and service level agreements.
- Act as main point of contact for Employee Relations (ER) cases, guiding on ER matters including performance improvement, long‑term absence, and flexible working requests.
- Participate in completion of HR internal audits and suggest, design, and implement process improvements and efficiencies for the HR Shared Services.
- Manage document management processes within the HR Service Center, ensuring required documentation is filed in employee personnel records.
- Support HR Shared Services projects and provide input on business requirements and operational readiness.
- Coach managers and employees to use Tier 0 tools, educate on Workday processes, and maintain central repository of HR processes.
- Investigate and resolve complex customer escalations/complaints and urgent exceptions within aligned business area.
- Advising line managers on policy and procedure, ensuring services delivered follow agreed policies and contribute to high level client service.
- Manage end‑to‑end HR employee lifecycle processes and maintain Workday records, including payroll instructions, transfers, contract extensions, salary increases, and promotions.
Qualifications
Education
- A degree in Business Administration, Human Resources, or an equivalent field, or equivalent work experience equally preferable.
Certifications
- SHRM‑CP Human Resources Certification Institute (HRCI) - PHR (preferred).
Work Experience
- Experience with HR functions and general HR activities/administration, HR software and data platforms.
- Experience managing transactional Employee Relations activity within process, and understanding of when escalation center model is required due to increased litigation risk or process failure.
- Experience partnering with the business as a generalist HR professional, advising according to policy, process, and legislation.
- Previous HR/ER advisory experience to case management level within a shared service center environment.
- Proven experience in HR within an Advisory HR role; advising, influencing, delivering HR solutions pragmatically to support business needs.
Functional Skills
- Familiarity with ServiceNow, Salesforce, or a similar HR Case Management system.
- Strong working knowledge of Outlook, Excel, PowerPoint, Teams, and SharePoint.
- Process mapping experience and awareness of how current legislation impacts employment practices.
- Proven experience working with Workday or similar HRIS.
- High level of literacy and numeracy sufficient to undertake complex letter writing and reports, performance data analysis, and complex calculations.
Foundational Skills
- Effective and sensitive communication with a wide range of employees, maintaining confidentiality and trust.
- Strong presentation skills, excellent attention to detail, and high level of accuracy.
- Ability to prioritize workload, manage projects, and multiple responsibilities to ensure client satisfaction.
- Customer focus, professionalism, teamwork, and continuous improvement mindset.
- Integrity, responsibility, balanced risk, and proactive change leadership.
Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer.
We view our employees as our key assets and are committed to hiring based on merit and organizational fit, regardless of race, religion, or gender.
MUFG is committed to hiring based on merit and organizational fit, regardless of race, religion or gender.
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