HR Service Delivery Support Team Lead

Boston Scientific Gruppe; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading medical technology company is seeking an HR Service Delivery Support team leader to enhance HR functions across the APAC region. This role involves overseeing HR processes, ensuring training and support for team members, and fostering strong relationships with stakeholders. Ideal candidates should have extensive HR experience and strong leadership skills.

Qualifications

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

Responsibilities

• Supervise the HRSD Support team and manage HR functions.
• Ensure high standards for service quality and productivity.
• Lead, develop, and coach the support team.

Skills

Problem-solving

Customer service orientation

Analytical thinking

Team collaboration

Attention to detail

Adaptability

Education

Bachelor’s degree in human resources or related field

Business Administration or related disciplines

Tools

SuccessFactors

ServiceNow

MS Office Applications

Job description

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HR Service Delivery Support provides support to the APAC region by offering comprehensive transactional and administrative support for various HR processes. This role is crucial in ensuring efficient HR functions across the employee lifecycle, including Talent Acquisition, Onboarding, Employee Data Management, Compensation, Benefits, Learning, and Recruitment. The team plays a key role in identifying and implementing process improvements, utilizing advanced tools and technology to enhance HR Service Delivery. By aligning with Global/APAC Centers of Excellence and other HR functions, the team contributes to embedding new processes and ensuring consistent, high-quality service delivery. The role also involves generating operational reports, supporting continuous improvement initiatives, and ensuring compliance with Standard Operating Procedures (SOPs).

Job Responsibilities:

1. Supervise the HRSD Support team (organized by country/language).
2. Act as a team leader: ensure onboarding activities, presence, availability, access rights, tools, etc.
3. Participate in developing a Service Delivery cross-training plan and ensure team members are appropriately trained.
4. Serve as escalation point for support team to resolve complex issues.
5. Monitor tickets, activities, and team performance daily.
6. Ensure high standards of quality, productivity, and accountability within the team.
7. Coach team members to drive improvements and uphold service standards.
8. Build strong relationships with key customers and partners (HR Service Center, Employees, HR community) to meet end-user expectations.
9. Partner with the HRSC and APAC HR Team within the tiered governance structure.
10. Implement continuous improvement activities across HRSD Support Team and support HR Centers of Excellence (CoEs) to improve core HR processes.
11. Support Service delivery analysts in resolving issues by providing root-cause analysis and intervention plans. Act as escalation point for issue resolution.
12. Participate in and represent the APAC region in regular HR Service Delivery review meetings.
13. Maintain work documentation, reviewing and updating routinely.
14. Partner with Regional Process Lead to ensure proper processes are in place.
15. Support optimization and updates to HR processes working with the HRSC.
16. Track Service Level Agreements (SLAs) and measure performance against team/individual criteria.
17. Monitor cases to ensure quality and consistency across APAC, providing feedback and coaching where necessary.
18. Ensure services comply with corporate policies, procedures, and relevant regulations.
19. Prioritize activities based on SLAs/Key Performance Indicators (KPIs).
20. Oversee case dispatching within the HRSD Support team.
21. Monitor case volume and resource allocation.
22. Escalate and resolve difficult cases and manage customer relationships as needed.
23. Lead, develop, and coach the support team through ongoing feedback, training, and development planning.

Job Requirements:

• Bachelor’s degree in human resources or a related field.
• Business Administration or related disciplines preferred.
• At least 10+ years of HR experience, including Talent Acquisition, Total Rewards, Benefits administration, and HR solutions.
• Strong communication and writing skills in English, Mandarin, & Malay.
• Experience with SuccessFactors and ServiceNow preferred.
• Proficient in MS Office Applications (Excel, Word, PowerPoint).
• Analytical and logical thinking abilities.
• Experience leading diverse teams.

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 over 40 years, Boston Scientific’s mission is to transform lives through innovative medical solutions that improve patient health. If you’re looking to make a difference around the world and locally, this is the place to do it.

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