HR Operations Specialist 2

WD Media (Malaysia) Sdn, Bayan Lepas, Penang; Bayan Lepas; On-site; MYR 56,000 - 89,000; Full time

Job summary

WD Media (Malaysia) Sdn. is seeking an HR Operations Specialist 2 to serve as the first point of contact for employees seeking HR support via the AskHR Tier 1 center. You will leverage Workday HRIS, Cisco Webex Contact Center, and AI-powered tools to deliver fast, accurate, and compliant HR services.

The role requires strong technical aptitude, analytical thinking, and a customer-centric mindset as you support omnichannel inquiries and drive continuous improvement in HR service delivery.

Qualifications

• Experience in digital HR operations and customer service.
• Familiarity with HRIS platforms and automation tools.
• Excellent communication and multichannel support skills.
• Ability to generate data-driven insights and drive improvements.

Responsibilities

• Onsite support: partner with HR teams and COEs.
• Coordinate with government agencies, navigate compliance and statutory requirements.
• Guide employees to self-service tools like Presto, ServiceNow, and Workday.
• Provide a holistic end-to-end employee experience.
• Serve as first point of contact for HR inquiries via Cisco Webex Contact Center across channels.
• Inbound/outbound call handling.
• Ticket creation, categorization, and routing.
• Case management and documenting resolutions.
• Deliver accurate, timely, empathetic responses on HR policies, benefits, payroll

Skills

Omnichannel support

Digital HR operations

Customer service

Data-driven insights

Tools

Workday HRIS

Cisco Webex Contact Center

Presto

ServiceNow

Job description

WD is building the infrastructure behind the AI-driven data economy.

As AI scales, so does data. Every interaction, every model, every system generates data that must be stored, managed, and made accessible over time. That’s where we come in.

We combine deep engineering expertise with global-scale manufacturing to deliver the storage systems that make AI possible, powering hyperscale data centers, cloud platforms, and enterprise infrastructure worldwide.

This isn’t theoretical work. It’s real systems, at real scale, people solving some of the hardest challenges in technology today.

We’re looking for people who want to build, solve, and operate at that level.

Join us and let’s shape the future of data.

Job Description

JOB SUMMARY

The HR Operations Specialist 2 serves as the first point of contact for employees seeking HR support through the AskHR Tier 1 contact center. This technology-enabled role combines exceptional customer service with digital HR operations expertise, leveraging modern platforms including Workday HRIS, Cisco Webex Contact Center, AI-powered chatbots, and workflow automation tools to deliver fast, accurate, and compliant HR services.

As a digital-first HR professional, you will handle omnichannel inquiries (phone, chat, email, ticketing), empower employees through self-service education, generate data-driven insights, and drive continuous improvement in HR service delivery. This role is critical to our digital transformation journey and requires strong technical aptitude, analytical thinking, and a customer-centric mindset.

KEY RESPONSIBILITIES

1. Onsite Support

Partner closely with HR Experience Partners, Employee Relations & Compliance (ERC), HR Strategy & Optimization and other COEs.

Coordinate with the local government agencies, Navigate compliance, labor relations and statutory requirements

Work is central to reducing fragmentation, making HR accessible, responsive, helpful, and reliable, and reinforcing the new HR Service Delivery Model (SDM 2.0).

Guide employees to self-service tools (Presto, ServiceNow Employee Center, Workday) whenever appropriate

Provide a holistic end-to-end experience for the employee.

Serve as first point of contact for HR inquiries via Cisco Webex Contact Center across multiple channels:

Inbound/outbound call handling

Ticket creation, categorization, and routing

Case Management (tracking and resolution documentation)

Provide accurate, timely, and empathetic responses to employee questions on HR policies, benefits, payroll