HR Services Delivery (Employee Services) Analyst - Japanese
Job Summary:
Act as the central point of contact for employee inquiries and support across the full Hire to Retire (H2R) lifecycle. This role is responsible for delivering high-quality, responsive service to employees and managers on HR policies, programs, and systems. Operating in a client-facing BPO environment, the role ensures smooth execution of onboarding, leave management, access provisioning, and issue resolution using ticketing platforms, chat, and telephony to drive service excellence. Success in this role requires agility, attention to detail, and the ability to navigate complex service scenarios with professionalism and speed.
Key Responsibilities:
Respond promptly to employee questions on HR policies, payroll, leave, benefits, and workforce systems using ticket management platforms, chat, and telephony
Administer core components of the employee lifecycle—including onboarding, offboarding, leave, flexible work arrangements, and access to self-service tools
Coordinate delivery of programs such as absence management, performance reviews, engagement surveys, and Employee Assistance Programs (EAP)
Support updates to HR documentation, policies, and procedures in alignment with labor laws and client requirements
Provide user assistance for Learning Management Systems (LMS), Employee Self-Service (ESS) platforms, and training logistics
Facilitate well-being and engagement initiatives, including EAP referrals and feedback collection
Collect, track, and analyze employee service metrics and feedback to identify improvement opportunities
Collaborate with internal delivery teams to ensure consistent and timely support across geographies
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Job Qualifications:
Bachelor’s Degree in Business Administration, Human Resources, Psychology, or a related field
Minimum 1 – 3 years of experience in HR service delivery, covering employee lifecycle management and workforce support, with exposure to processes across Japan.
Experience with HR systems such as Workday, ServiceNow, SAP or other major HRIS platforms
Excellent communication and customer-service orientation, with the ability to engage across multiple channels
Strong organizational skills, attention to detail, and ability to manage multiple tasks in a fast-paced environment
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
Fluency in English and Japanese is a must
Kuala Lumpur
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