Senior HR Services Officer

Actively model and promote an HR department service culture which emphasises quality client service and continuous improvement.
Provide routine advice, guidance and explanation of RMIT Vietnam HR policies, procedures and processes to both foreign and Vietnamese staff.
Coordinate with the right "technical expert" within the HR department to resolve more complex issues to ensure that the staff member's queries are addressed in a timely and appropriate manner.
Participate in delivering induction training to new joiners and/or refreshing courses to existing staff members as assigned.
Act as a "subject expert" on matters pertaining to visa, work permit and temporary resident cards for expatriate employees.
Perform certain security roles on Workday system as assigned.
KEY ACCOUNTABILITIES
Front office services and HR contact point in Hanoi
Provide support to all walk-in customers, phone calls and email enquiries, discussing their needs and identifying appropriate services and information, referring them to the relevant HR staff members as appropriate; following up to ensure the issues are addressed
Provide general advice regarding HR policies, procedures and services verbally and via e-mail. Coordinate with other HR team members to resolve any complex queries as appropriate.
Play key role in managing the HR ticketing system (namely ServiceNow) and telephone system (namely Genesys) for RMIT Vietnam to ensure they work properly and effectively (including, but not being limited to, actively classifying requests/questions, distributing them, coordinating with other HR team members to ensure timely responses, assessing the system efficiency, and proposing improvement plan). Currently, these systems are monitored by three members in Tier 1 group. The position will join this group as a more senior one.
Together with the Talent Acquisition Advisor in Hanoi, take turn to provide briefing on HR related processes to new employees
Monitor the end of probation process and termination process (including exit interview for some certain levels) for Hanoi Campus.
Manage employees' personnel files and ensure accurate records on Workday are maintained up to date.
Support organisational change initiatives.
Support Hanoi campus management in employee engagement, performance and discipline matters.
Maintain a high level of accuracy and confidentiality in all correspondence and administrative documents adhering to the University and departmental standards.
Perform related duties as required or assigned.
Vietnam employment formalities for Hanoi
Be in charge of visa/temporary residence card and work permit applications for existing expatriate employees based in Hanoi in accordance with the prevailing Labour Code and relevant guiding decrees and circulars.
Develop effective, collaborative relationships and networks with all internal and external stakeholders particularly with government bodies such as Immigration Office, DOLISA, Justice Department and Department of Foreign Affairs, Embassies/Consulates and International Agencies to assist with work permit and visa/residence card application processes.
Others
Be in charge of Time and Absence module in Workday (working with the Workday team to update working schedules, public holidays for Vietnam, mastering these features on Workday and answering questions from staff on timesheets and all leave types)
Actively contribute to the development of various HR standard operating procedures/work flows to enhance transparency, accountability and professionalism in the way we work and advise our stakeholders.
Support other team members in particular assigned tasks/ activities.
Provide backup support for other team members when required.