HR Service Delivery Support Team Lead

Boston Scientific; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global medical technology leader seeks an HR Service Delivery Support professional to manage the HRSD Support team in George Town, Penang. The ideal candidate will oversee service delivery processes in Talent Acquisition and Benefits administration while ensuring compliance and high-quality standards. Excellent communication skills in English, Mandarin, and Malay are essential, along with over 10 years of HR experience.

Qualifications

• 10+ years of HR experience in Talent Acquisition and Benefits administration.
• Strong written and verbal communication skills in English, Mandarin & Malay.
• Experience leading diverse teams.

Responsibilities

• Supervise the HRSD Support team for efficient service delivery.
• Monitor team performance and ensure SLA compliance.
• Develop a cross-training plan and support onboarding activities.

Skills

Talent Acquisition

Benefits administration

Strong communication skills

Analytical thinking

Team collaboration

Customer service orientation

Education

Bachelor’s degree in Human Resources or related field

Tools

SuccessFactors

ServiceNow

MS Office Applications

Job description

Purpose Statement

HR Service Delivery Support provides support to the APAC region by delivering comprehensive transactional and administrative support for various HR processes. This role ensures the efficient execution of HR functions across the employee lifecycle, including Talent Acquisition, Onboarding, Employee Data Management, Compensation, Benefits, Learning, and Recruitment. The team identifies and implements process improvements, utilizes advanced tools and technology to enhance HR Service Delivery, and aligns with Global/APAC Centers of Excellence and other HR functions to embed new processes and ensure consistent, high-quality service delivery. The role involves generating operational reports, supporting continuous improvement initiatives, and ensuring compliance with Standard Operating Procedures (SOPs).

Job Responsibilities

• Supervise the HRSD Support team (to be organized by country/language).
• Act as a team leader: ensure onboarding activities, presence, availability, access rights, tools, etc.
• Participate in the development of a Service Delivery cross-training plan and ensure team members are appropriately trained.
• Serve as escalation point for the support team to resolve complex issues.
• Monitor tickets, activities, & performance of the team daily.
• Ensure strong quality as well as productivity standards & accountability within the team.
• Coach team members to drive improvements and service standards.
• Build strong relationships with key customers & partners (HR Service Center, Employees & HR community) to meet end-user expectations.
• Partner with the HRSC and APAC HR Team in the tiered governance structure.
• Execute continuous improvement activities across the HRSD Support Team and support HR Center of Excellence (CoEs) to improve core HR processes.
• Support service delivery analysts in issue resolution by providing root-cause analysis and intervening to address issues systemically. Act as point of escalation for issue resolutions with HR services provided.
• Participate in and represent the APAC region in regular HR Service Delivery activity/performance review meetings.
• Ensure work is supported by documentation which is reviewed, updated, and maintained routinely.
• Partner with Regional Process Lead to ensure appropriate processes are in place.
• Support optimization and updates to HR processes (methods & procedures) with the HRSC.
• Track SLAs and measure achievement against team/individual performance criteria.
• Monitor cases to ensure quality and consistency across APAC by providing feedback and coaching the HR Service Delivery Support team where necessary.
• Ensure services are delivered in compliance with corporate policies and procedures or any other applicable regulations.
• Ensure the HR Service Delivery Support team prioritizes activities in line with SLAs/KPIs.
• Oversee the dispatching of cases within the HRSD Support team.
• Monitor the volume of cases and activities against available resources.
• Escalate and resolve difficult cases and manage customer relationships where necessary.
• Lead, develop and coach the team, ensuring ongoing feedback, training, and support for development objectives.

Job Requirements

• Bachelor’s degree in Human Resources or related field. Business Administration or related disciplines preferred.
• At least 10+ years of HR experience, specifically in Talent Acquisition, Total Rewards, Benefits administration, HR solutions experience.
• Strong communication and writing skills in English, Mandarin & Malay (to support APAC countries).
• Experience with SuccessFactors and ServiceNow preferred.
• Proficient in MS Office Applications (Excel, Word, PowerPoint).
• Analytical and logical thinking abilities.
• Lead diverse team.

Additional Qualifications & Competencies

• Customer service orientation: ability to provide excellent support and service to internal and external clients.
• Problem-solving skills: ability to identify issues and develop effective solutions.
• Attention to detail: ensuring accuracy and thoroughness in all tasks.
• Team collaboration: ability to work effectively within a team and across departments and markets.
• Adaptability: flexibility to handle changing priorities and workloads.

About Us

As a global medical technology leader for more than 40 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.