People & Communications Services Agent

Did you know KONE moves two billion people every day? As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in close to 70 countries worldwide, joined together by a shared purpose to shape the future of cities. In 2024, we had annual net sales of EUR 11.1 billion.

Why this role?

In KONE to support business performance excellence, KONE Shared Services has joined forces with Finance & HR operations to form the new KONE Business Services (KBS), a one-stop shop for all business services. KBS will help drive better efficiency, improving data quality and providing seamless end-to-end process expertise. KBS will actively partner with the business lines and functions to provide end-to-end process governance and work toward joint targets with the business.

The People & Communications (P&C) Services Agent reports to a KBS Manager and is responsible for the correct and high-quality execution of transactions related to any process within the KBS scope (i.e., HR processes, except payroll). The role of a Processing Agent is typical for a Business Service Centre. The main focus in this role is that you will support all end-to-end HR Processes. You are the first face of HR that our internal customers come to for troubleshooting and questioning – in other words, you are a big deal for the Human Resources Department.

What will you be doing?

• Secures that every request is being logged and maintained in a case management tool to track volumes and Service Level Agreements (SLAs).
• Works per guidelines and instructions to meet set SLAs and quality targets.
• Maintain reminders and notifications to the Center of Expertise Unit HR, Employees, or Managers as specified in the working instructions – strong follow-up practice is important.
• Notifies Process Specialist, HR Services in case of process compliance or control issues or incomplete documentation.
• Executes quality checks at various stages of the process and keeps the quality statistics reporting up to date – you’re helping everything stay streamlined for a more efficient workflow.
• Other projects/tasks as allocated by the Process Manager/Team Leader, such as supporting local administration and maintaining employee files and information, as well as participation in team meetings, process analysis, and improvement actions.
• Process scope includes the following HR process areas: master data and reporting, recruitment, onboarding, talent management, reward and recognition, and learning and development.

Are you the one?

• Excellent in communication.
• Education associate degree, preferably in Human Resources or Business Administration.
• Bilingual Language Skills: Must be able to read, write, and communicate in English. Candidates fluent in the native language of the country that they are in charge of are mandatory.
• Excellent verbal and written communication skills, including active listening to the input of others and summarizing information to ensure it has been understood.
• Exposure and knowledge in various HR processes for the following areas of expertise is an advantage: master data and reporting, recruitment, talent management, reward and recognition, learning and development. Previous work experience within HR administration activities, in general, will serve to be beneficial.
• Understanding labour and social law requirements is an asset.
• Genuine interest to grow and develop further in HR Excellent computer proficiency (e.g., MS Office – Word, Excel, and Outlook) and HRIS (Workday experience a plus) – being tech-savvy is a major plus in this role.
• Experience working in a shared service center or call center is an advantage.
• Must be able to work in a fast-paced (but fun!) environment. Maintaining a positive attitude and providing exemplary customer service is essential – a positive experience for the customer results in a positive experience for all!
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, BUT ALSO be able to work in a team – we all have each other’s backs.
• Empathy and a true service mindset to ensure great employee experience for service delivery.
• Working hours 8.30 am-6.00 pm as primary support to the SEA Market as well as other countries in Asia Pacific.

What do we offer?

• Career progression and opportunities within a global organization.
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work.
• Comprehensive learning and development programs covering a wide range of professional skills.
• You are surrounded by fun colleagues and a lively working environment within the Shared Services team and KONE Front Line. The best part is that all leaders are great and open-minded.

Click on apply if you have a passion for meeting up with people and a desire to make an impact in the elevator and escalator industry.

KONE Elevator (M) Sdn. Bhd. - KBS

Ground Floor, Wisma Ali Bawal 1, 11, Jalan Tandang, 46050 Petaling Jaya, Selangor Darul Ehsan, Malaysia

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://kone.com/global/en/careers.html