Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
Job Purpose
This position provide first tier support of all enquiries or issues of myHR for all Local Business Unit (LBU)s.
Job Responsibilities
- First tier support of all enquiries or issues of myHR for all Local Business Unit (LBU)s.
- Solving basic technical problems and for investigating elevated issues by confirming the validity of the problem.
- Working closely with Hong Kong team or seeking for known solutions if complex issues.
- Escalate to higher level of competence if case/issues has not been resolved within a defined target time or SLA.
- Respond, track, manage, resolve and report on all LBUs users requests or enquiries in Mantis Service Desk system.
- Provide details report of issues include the LBU HR user(s) experiencing the issue of myHR (Workday), date of submission, detailed descriptions of the problem being experienced, attempted solutions or work-around, and other relevant information.
- Complete time critical assignments or service request by LBUs on time to meet the Service Level Agreement and project deadlines.
- Analysing myHR case/issue logs to spot common trends and underlying problems.
- Updating self-help documents so LBUs to enable users to fix problems/issues independently.
- Able to provide myHR training sessions for new or refresher training to LBU HR users as required.
- Data mass upload on approved request by LBU(s) into myHR and generate validation report for user confirmation before final load into production.
- Logical skill in developing the simple/advance custom report with good understanding of the concept of data sources using Workday Report Writer to meet the LBUs requirement and needs.
Job Requirements
- Bachelor Degree in IT or Human Resources.
- 2 to 6 years.
- Excellent communication and interpersonal skills, fluent in both speaking and writing English.
- Educated and skilled with data programming/administration, mobile development and security as more information is provided online and via the cloud.
- Establish and maintain effective working relationships with team members in the course of work.
- Maintain physical condition appropriate to the performance of assigned duties and responsibilities.
- Manage LBU relations and expectations.
- Work independently in the absence of supervision.
Prudential is an equal opportunity employer.
We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
