Global People Services Manager

Experian Marketing Services (Malaysia) Sdn Bhd; Cyberjaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A major global information services company is seeking an HR Service Delivery Leader in Cyberjaya, Malaysia. This role involves overseeing the end-to-end delivery of Global People Services, ensuring operational excellence and compliance. The ideal candidate will have deep HR Operations expertise, strong stakeholder influence skills, and a mindset focused on continuous improvement. Responsibilities include driving service performance, governance, and transformation initiatives. This position is critical for stabilizing high-volume HR operations and enhancing the employee experience.

Qualifications

• Deep expertise in HR Operations, Shared Services, or Global Service Delivery.
• Proven experience owning service performance, SLAs, risk and compliance.
• Strong capability in influencing senior stakeholders.

Responsibilities

• Own and lead GPS service delivery for assigned regions.
• Set and govern service performance standards including SLAs.
• Drive continuous improvement and operational transformation.

Skills

HR Operations expertise

Stakeholder influence

Continuous improvement mindset

Data-driven decision making

Job description

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This role provides leadership for the end‑to‑end delivery, governance, and continuous evolution of Global People Services (GPS) across designated regions. As the enterprise steward of scalable, high‑impact HR service operations, the role ensures that GPS operates as a consistent, data‑driven, and globally aligned service ecosystem. It is accountable for service performance, regulatory compliance, risk mitigation, and experience outcomes, while transforming GPS into a proactive, insight‑led engine that drives operational excellence, organizational agility, and an elevated employee experience at scale.

Operating with significant autonomy, this role partners closely and collaboratively with COEs, HRBPs, People Technology, and external vendors to strengthen and scale HR service delivery across regions. It plays a unifying role—bringing people, processes, and technology together—to standardize how we work, enhance the employee experience, and embed a culture of operational excellence, shared accountability, and continuous improvement. Through trusted partnerships and empowered decision‑making, this role helps GPS evolve in ways that are both human-centered and operationally robust.

What you’ll need to bring to the role & Experian

Deep expertise in HR Operations, Shared Services, or Global Service Delivery, managing high-volume, multi-processes HR work on a scale.

Proven experience owning service performance, SLAs, risk and compliance in regulated environments.

Strong capability in stakeholder influence, particularly with senior HRBPs, COE leaders, and business leaders.

Demonstrated success in process simplification, governance design, and operating model transformation

Data-drive mindset with the ability to convert operational insights into strategic action.

Work that matters - What you’ll be doing

Own and lead end-to-end GPS service delivery for assigned regions, consolidating repetitive and mass HR activities from COEs and HRBPs into a single, scalable operating model

Set and govern service performance standards, including SLAs, escalation thresholds, risk prioritization, and experience metrics, ensuring consistent, compliant delivery.

Act as the senior authority for complex, high-risk, or sensitive HR cases, making balanced decisions that protect the business, employees, and brand

Drive continuous improvement and operational transformation, using data, Lean Principles and root-cause-analysis to reduce volume, eliminate failure demand, and prevent recurrence.

Partner with COEs, HRBPs, and People Technology to clarify accountability, refine hand-offs, improve knowledge assets, and enable self-service and automation

Why this role is important to us

This role is central to Experian’s HR operating model, enabling GPS to manage and stabilize high‑volume operational work so COEs and HRBPs can focus on strategic, value‑driving priorities. By taking clear ownership of service delivery, governance, and continuous improvement at scale, the role reduces operational risk, strengthens the employee experience, and ensures HR services are delivered consistently, efficiently, and with reliability across regions.This role is critical to Experian’s HR operating model evolution, enabling GPS to absorb and stabilize high-volume operational work while freeing COEs and HRBPs to focus on strategic, value-adding activities. By owning service delivery, governance and improvement on a scale, this role protects organizations from operational risk, improves employee experience, and ensures HR services are delivered with consistency, efficiency, and confidence across regions.

Qualifications

Strong leadership presence with the ability to set direction, make decisions, and hold teams accountable.

Comfortably operating in ambiguity and complexity, balancing speed, quality and risk

Highly credible advisor on process, compliance, and service governance, trusted by senior stakeholders

Collaborative, inclusive leaders who build capability, resilience, and ownership within teams

Continuous improvement mindset with the confidence to challenge legacy ways of working

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