American Express Careers

Employee Relations Specialist

Kuala Lumpur, Malaysia
Human Resources

Job Description

The Global Employee and Labor Relations team is responsible for delivering comprehensive and efficient E&LR solutions within American Express: driving global consistency in policies and practices and enhancing ER acumen at all levels. This role will be responsible for the delivery of E&LR projects in Malaysia in support of significant business growth. The team support and coach leaders to improve their leadership capability which drives greater organizational agility and maintains our high performance culture.

The Employee Relations Specialist is responsible for building employee relations capability and enabling management effectiveness through the execution of proactive employee relations initiatives and the delivery of targeted training programs. In addition, this position executes HR initiatives at the Malaysia market level, investigating and resolving associate complaints and conflicts.

Main Duties and Responsibilities
  • End-to-end management of complex employment relations cases (performance management, disciplinary procedures, grievance investigations) and tracking through the global case management tool
  • Provide support to new business initiatives including process guidance for consultation and documentation support
  • Provide ER specialist advice to the HR team in different areas of their roles
  • Support the implementation of global organizational change initiatives (projects) to drive efficiency and add ER value
  • Deliver ER training to leaders and employees to identify opportunities to reduce ER risk and research and develop strategic initiatives to mitigate it
  • Review and update HR policies and procedures
  • Respond to HR/ER enquiries escalated from the American Express HR Service Center
  • Review and update HR policies and procedures 
  • Provide comprehensive advice on all aspects of the employment relationship 
  • Conduct Grievance Investigations under the Grievance and Complaints Procedure and under the Malaysia based Policies 
  • Understand, interpret and analyze changes in the Malaysia Employment Law in order to develop proactive solutions whilst maintaining compliance 
  • Deliver ad hoc projects 
  • ER Analytics- making of dashboards and creation/maintenance of data and Identify trends and proactively address risk areas 
  • Change management agent and Continuous process measurement and improvement 
  • Conduct internal investigations and prepare all required documentation
  • Ensure compliance with all applicable local laws and regulations
  • Maintain confidentiality and sensitivity to all issues
Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

You will be rewarded with:
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 8 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:
Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)
Join us and you’ll soon see why.


  • Degree or equivalent 
  • ER experience or HR Generalist with strong focus on ER 
  • Ability to interact effectively with Leaders. 
  • Expert application/interpretation of Malaysia legislation across all key HR Policies and Procedures 
  • Good Interpersonal skills 
  • Ability to focus both on detail and wider implications of issues 
  • Ability to assess individual or business readiness to manage ER issues & manage multiple tasks and priorities 
  • Excellent written and verbal communication 
  • Demonstrated ability to influence without authority 
  • Presentation Skills 
  • Teamwork 
  • Sound analytical, critical thinking, problem-solving and negotiating skills, with the ability to understand broad HR issues and to resolve conflict situations 
  • Competencies: 
  • ER Acumen 
  • Manage Change 
  • Driving Results 
  • Understanding, meeting and exceeding customer expectations 
  • Collaborating and Influencing others/Persuasiveness 
  • Thinking analytically and conceptually 
  • Creating Innovative Solutions 
  • Microsoft tools skill (advances knowledge of excel, word & power point)

ReqID: 18016250
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 17, 2018, 5:50:47 AM