People, Person, Apparel, Clothing

Senior HR Advisor

Senior HR Advisor

Shanghai | China

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it's about each person bringing skills and passion to a challenging and constantly evolving game.

Human Resources

Nike, Inc.'s uncompromising focus on human potential extends to its workforce. Nike Human Resources teams help attract, retain, and reward the world's most innovative people by creating programs to help them thrive. They accelerate company growth as stewards of culture, organizational effectiveness, talent and change. The global Human Resources community includes experts in talent planning, talent acquisition, talent development, compensation and benefits, employee relations and more. Together, they develop a motivated, diverse and engaged global team.
Description

Role Summary

Support all the selected countries across Greater China by serving as employees' first point-of-contact for questions about HR policies and processes. Responsible for answering employees' queries on a timely and professional manner, routing them to the appropriate individual as necessary while tracking all customer contact in the internal corporate database in accordance to global process & policy. Validate the case report analytically and initiatively discover and propose the solution while follow with execution when with alignment.

This role (based in Shanghai) will be a member of the Greater China HR Shared Services team, reporting to Manager, HR Direct China.  

Responsibilities:
  • Serves as a first point of contact via email, chat, phone or walk-in for current and former employees' questions on HR policies and/or processes
  • Ensures that customers' inquiries are responded in a timely manner and within the agreed Service Level Agreements (SLAs)
  • Ensures advice provided to customers complies to company policies and procedures and statutory laws and regulations
  • Ensures high level of customer satisfaction by fairly resolving escalated issues, taking appropriate corrective action and redirecting to the relevant internal and external parties for resolution. 
  • Provide consultation and customer service to employees, managers and HR on processes, policies and solutions.
  • Review case load and report on trends where applicable. Identify the request pattern or gap in the first tier Knowledge Base/Portal and recommend new or updated content to be included.
  • Identifies key call-outs for contact inquiry improvements and collaboration with Subject Matter Experts (SMEs) or HRBP/COE for improvement opportunity.
  • Involves and participates in Global HR projects or key business initiatives as required
  • Be flexible to perform other HR Shared Services work as required from time to time


Requirements:
  • Proficient in Chinese, English language verbal and written is a must to support employees in China and the rest of the APAC countries including but not limited to China.
  • Bachelor's Degree in Human Resources or related field
  • At least 3 years relevant work experience in Human Resources or HR Shared Services environment
  • Experience in a call center environment and working knowledge of HR SAP would be an advantage
  • Outstanding communication skills, team player, customer service-oriented and able to work in a dynamic and fast paced environment
  • Able to multi task, work well under pressure and deliver within tight timeline
  • Identify, analyze and solve issues in straightforward situations
  • Make decisions within guidelines and policies that impact own work


NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID 12758

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