Senior Specialist, HR Operations (SSC)

A leading organisation is seeking a Senior Specialist Human Resources Operations to join their People Services Hub in Kuala Lumpur. * Be part of a knowledgeable and supportive team dedicated to delivering high-quality HR services across diverse business units, ensuring every employee receives exceptional support. * Work in an inclusive environment where your feedback is valued, your contributions are recognised, and you have the chance to shape processes that enhance both user experience and team efficiency.

What you'll do:

As a Senior Specialist Human Resources Operations, you will be entrusted with managing a wide range of HR-related inquiries from employees, managers, and HR partners.

• Respond promptly and accurately to general human resources inquiries from employees, managers, and HR colleagues across various business units, ensuring each interaction is handled with empathy and professionalism.
• Identify complex or unclear requests and efficiently triage them to the appropriate functional teams such as Payroll, Talent Acquisition, or Data Management for expert resolution.
• Maintain comprehensive records of all inquiries and resolutions within the case management system to ensure transparency and accountability.
• Adhere strictly to service level agreements and quality standards when handling inquiries, consistently striving for excellence in service delivery.
• Escalate recurring or high-impact issues to the Advisory & Operations Lead for further review, ensuring that systemic challenges are addressed proactively.
• Contribute actively to the development and maintenance of a knowledge base that supports consistent inquiry resolution across the organisation.
• Conduct end-user satisfaction surveys where applicable to gather valuable feedback for continuous improvement initiatives.
• Collaborate closely with other People Services teams and Group Centres of Excellence to ensure seamless handoffs and effective resolution of triaged cases.
• Provide insightful feedback on inquiry trends and identify opportunities for process or policy enhancements that benefit both users and the wider team.
• Support workload management by assisting the team lead with daily distribution tasks, monitoring inquiry volumes, prioritising activities, and coordinating team coverage.

What you bring:

To excel as a Senior Specialist Human Resources Operations, you will bring proven experience from similar roles within shared services or large-scale HR operations environments.

• Bachelor’s degree in Human Resources, Business Administration or a related field is required for this position as it provides essential foundational knowledge.
• A minimum of two to four years’ experience in human resources operations, shared services environments or employee support roles demonstrates your practical understanding of best practices.
• Familiarity with case management systems as well as HR platforms such as SAP SuccessFactors or Workday enables you to navigate digital tools efficiently.
• A strong orientation towards customer service ensures that every stakeholder feels supported throughout their interaction with People Services.
• The ability to manage multiple inquiries simultaneously while prioritising tasks appropriately reflects your organisational skills.
• High levels of integrity, professionalism, and attention to detail are crucial for maintaining confidentiality and accuracy in all aspects of your work.

What's next:

If you are ready to take the next step in your human resources career within a supportive environment that values your expertise and encourages personal growth, this opportunity could be perfect for you!

Apply today by clicking on the link provided—your journey towards making a meaningful difference starts here.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C