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Human Resources Service Delivery, Japan HR Operations Specialist

Req #: 180032061
Location: Tokyo, 13, JP
Job Category: Human Resources
Potential Referral Amount: 300000 Japanese Yen (JPY)
Global Human Resources Service Delivery (HRSD) is a best-in-class, global HR operations organization of approximately 650 people, that services the J.P. Morgan’s global population, currently totaling over 260,000 employees worldwide, in 60 countries. HRSD provides vital services in the area of contact centre (accessHR), payroll, benefits administration, global data management (including records management and letters production), On/Off boarding employees, Workforce Analytics and Surveys, and HR Risk Management. Its efforts are focused on supporting the firm to achieve its strategic priorities by leveraging core principles that define the group's culture and provide the basis for planning and decision-making in all areas: Superior Employee Experience, Operational Excellence, Efficient Global Coverage and Commitment to our people.
The Japan HRSD Team partner with the Mumbai HRSD Team, located in the Global Service Centre (GSC), India, to deliver HRSD operations for the locations.  The teams ensure that the location processes are fully standardized and optimized, yet in compliance with local regulatory requirements.
As a member of the Japan HRSD Team, the Operations Specialist is one of the location’s Subject Matter Experts (SME), with responsibility for supporting the delivery of HR Operations to the locations.  The Team ensures that the services delivered meet the needs for each location in an efficient, controlled, and cost effective manner. 
Key Responsibilities:
Benefits Administration
  • To provide high level benefit services to JPM Japan on HRSD services such as Access HR Japan, Corporate Housing management, Benefit Administration, Expat Administration, Record management, Employee Health Care Management
  • To ensure all vendors comply with corporate JPM standards, and that period reviews are held to ensure and improve the vendor's service quality
  • To build strong partnership relationships with HR team / GSC HRSD to support the business needs
  • To manage and participate in HR/HRSD projects
Major responsibilities
  • Support and contribute the continuous improvement of Benefit Administration duties for Japan by working with Tokyo, GSC HRSD colleagues, and vendors and Tokyo HR team to ensure the availability of controlled, scalable and cost effective processes
  • To ensure all vendors comply with corporate JPM standards, and that period reviews are held to ensure and improve the vendor's service quality
  • To build strong partnership relationships with HR team / GSC HRSD to support the business needs
  • To manage and participate in HRSD projects
Operational support
  • Provision of daily HR operational support for Benefit admin including:
  • Support for Corporate Housing Program, Childcare support, Healthcare, HR Call Center (AccessHR), Service Award Program  
  • Management of vendor relationship for  Corporate Housing, Expats’ Relocation, Healthcare, Childcare
Technology & Process Improvements
  • Understand the various technologies deployed and their support in the day-to-day service delivery
  • Seek opportunities for process improvement in support of our Superior Employee Experience and Operational Excellence, and to reduce (if not remove) inherent risks in our service delivery
Risk Management
  • Develop a thorough understanding location legislation and J.P. Morgan Policies and Procedures and their requirements and implications on HR operations delivery
  • Ensure all operational processes are delivered in compliance with the Firm’s and local regulations and procedures
  • Understand and comply with the controls required in HR Operations processes; identify opportunities for greater control
  • Complete root cause of analysis (RCSA) of any issues identified
  • Support all internal & external audits


  • Minimum of 5 years of experience in HR Operations
  • Bachelor’s Degree
  • Excellent business communication skills in English and Japanese, verbal and written
  • Ability to cope with a challenging and competitive environment
  • Self-initiative and progressive attitude toward changes and learning
  • Proven ability to successfully work as a team member and maintain a positive work environment
  • Good Time management skills. Ability to meet deadlines, multi-task, and manage priorities accurately
  • Ability to influence and partner with different levels of organization to achieve results. Ability to correctly implement, administer and interpret corporate policies, programs and procedures with good understanding and working knowledge of applicable regulations
  • Vast experience in Vendor management in daily operations
  • Project management experience
  • Good risk control mindset
  • Strong in Numbers, Data analytical skills set. Detail-oriented. Manage high volume data with the highest accuracy


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