• Responsible to manage the daily functions HR inquiry representatives
• Serve as an escalation point
• Interact with employees at various levels and departments within the organization for problem resolution
• Work with HR Functional Specialists and COE Specialists to resolve customer issues and concerns
• Manage performance of HR Contact Center team members
• Ensure the ongoing achievement of department objectives to meet and exceed Service Level Agreements (SLA) Recommend and assist in the implementation of business solutions that effectively improve current processes and develop new and viable ways to service customers
• Participate in developing the HR Contact Center employees through regular feedback and coaching
• Oversee activities related to HR data administration of transactions
• Develop data management plan, including the approach to and execution of data archiving and record retention regarding HR transactions
• Ensure compliance with corporate data administration and security standards related to HR transactions
• Ensure that the technology system(s) functionality meets business needs
• Ensure integrity and accuracy of HR data
• Manage the process of updating / revoking security and systems access based on role
• Supervise HRSS Operations Associates and creates an effective team environment
• Use employee feedback and survey results to create actions plans that promote improved employee morale
• Leverage audit results and performance metrics to provide regular performance feedback and recognition to employees
• Conduct development discussions and approves development plans for employees

• Manage interface with Payroll activities to ensure smooth processing of all payroll activities included timely submission of change requests, monthly payroll processing/reporting, exceptional payments, provident fund / group insurance etc
• Coordinate distribution of all mandatory and required payroll, tax, provident fund
• Coordinate provision of all data reporting required by internal parties e.g. payroll, accounting
• Ensure internal and external audit requirement 

• Proven experience in HR Shared Services/Operations, HR business process improvement and redesign, and operational management
• Understands call center concepts and can easily employ them for process improvements
• Strong HR technical skills; understands the industry trends
• Experience with defining and managing empowering technology (e.g., Case Management System, Knowledge Base System)
• Proven experience in developing and implementing customer service strategies Strong customer management experience and ability to manage customer expectations
• Exceptional ability to partner with key stakeholders to resolve issues and implement process improvements
• Strong analytical, problem-solving and decision making skills
• Exceptional leadership skills
• Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment

By submitting application, you consent that Ford Sales & Service (Thailand) Co., Ltd. (the Company) may process, store, transfer, change and delete (“data processing”) all personal data you provided in connection with this job application.The purpose of data processing will be only in connection with your job application filed with the Company. Your information will be confidentially and securely maintained. Ford’s privacy policy (available at https://www.ford.co.th) states how we treat your personal information.