Officer, Service Delivery Analyst

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

HR Service Centre - Service Delivery Analyst

Asia Pacific HR Shared Services

The Bank of America Asia Pacific HR Shared Service Center based in Singapore provides a wide range of transactional HR services to employees and managers based in Singapore, Hong Kong, Australia, China, Japan, Taiwan, Korea, Malaysia, Indonesia, Philippines and Thailand.

The Service Center operates between 8am and 6pm Monday to Friday. You will be required to work on some public holidays.

Role:

To deliver a first class query-handling and administration service to the business. 

Key Responsibilities:

• Provide HR query-handling services to the APAC Region.
• Provide comprehensive and timely responses to enquiries from employees and managers, in accordance with service level agreements
• Work with the Data Operations team to ensure that data quality is high.
• Escalate issues as appropriate
• Build strong relationship with internal stakeholders including managers and colleagues within the wider shared services team and the wider HR department.
• Participate in metrics/data gathering
• Continuously drive improvements in processes and services, as assigned.
• Address and eliminate potential issues in current processes
• Prepare standard and ad-hoc reports, as required
• Foster an environment of continuous improvement and customer focus
• Participate in ad hoc projects.

Skills/Competencies:

• At least 2-3 years of Human Resources experience
• Client and customer service focused
• Team player
• Strong verbal communication and writing skills
• Ability to manage conflicting and demanding clients and priorities in a professional manner
• Flexible/can-do attitude and disposition
• Exercises careful judgment in handling employee enquiries
• Meticulous and results driven
• Ability to manage high volume of enquiries under tight delivery deadline
• Proficiency in Mandarin or Japanese is a plus