HR Shared Service Specialist

Guardian Malaysia; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

DFI Retail Group in Kuala Lumpur seeks a People Services Senior Specialist, Advisory & Operations, to handle general HR inquiries and triage more complex requests. You will ensure timely, accurate, customer-focused service for diverse BUs, coordinating with Payroll, Talent Acquisition and Data Management.

The role supports knowledge base maintenance, end-user surveys, and improved inquiry handling processes with cross‑functional teams and COEs. Strong English/Chinese communication is essential.

Qualifications

• Bachelor’s degree in HR, Business Administration, or related field.
• 2–4 years of experience in HR operations, shared services, or employee support roles.
• Familiarity with case management systems and HR platforms such as SAP SuccessFactors or Workday.
• Excellent communication in English and Chinese/Cantonese.

Responsibilities

• Respond to general HR inquiries from employees, managers, and HR colleagues, ensuring accurate and timely resolution.
• Identify and triage unclear or complex requests to relevant functional teams (Payroll, TA, Data Management).
• Maintain records of inquiries and resolutions in the case management system.
• Ensure adherence to SLAs and quality standards in inquiry handling.
• Escalate recurring or high‑impact issues for further review and contribute to knowledge base updates.
• Support end‑user surveys and cross‑functional handoffs with Group COEs.

Skills

Customer service

Communication skills

Multitasking

Stakeholder management

English and Chinese

Education

Bachelor's degree in HR/Business

Tools

SAP SuccessFactors

Workday

Job description

DFI Retail Group (the ‘Group’) is a leading Asian retailer, driven by its purpose to “Sustainably Serve Asia for Generations with Everyday Moments”.

As at 31 Dec 2024, the Group, its associates and joint ventures operated over 10,700 outlets and employed over 190,000 people. The Group had total annual revenue in 2024 exceeding US$24.9 billion.

The Group is dedicated to delivering quality, value and service to Asian consumers through a compelling retail experience, supported by an extensive store network and highly efficient supply chains. The Group, including associates and joint ventures, operates a portfolio of well-known brands across six key divisions: health and beauty, convenience, food, home furnishings, restaurants and other retailing

At DFI Retail Group, we cultivate an organisational culture where team members can learn and grow by creating a workplace that attracts great people, builds capability, promotes talent and inspires excellence. We are passionate about sharing our know-how and finding synergies across our businesses in Asia. Cooperation between store operations, supply chain & logistics, and store support centre is complemented by a culture which values sustainable results, teamwork and integrity. At the heart of our cultural values is a strategic priority to build strong customer focus retail models in each of our businesses.

We also believe in giving back to and supporting the communities in which we live and work. At the country level, many of our businesses enthusiastically develop and support various local corporate social responsibility activities to promote sustainability and health & wellness in their communities.

DFI Retail Group is a member of the Jardine Matheson Group.

The Role

The People Services Senior Specialist, Advisory & Operations, is a key member of the Advisory & Operations team within the People Services (PS) Hub in Kuala Lumpur. This role is responsible for resolving general HR inquiries from employees, managers, and HR colleagues (including Business Partners and COEs) that require minimal processing. It also involves triaging more complex or unclear requests to the appropriate functional teams. The role ensures timely, accurate, and customer‑focused service delivery while contributing to continuous improvement in inquiry handling processes.

Inquiry Resolution & Triage

• Respond to general HR inquiries from employees, managers, and HR colleagues (e.g., BPs, COEs) across DFI Business Units (BUs), ensuring accurate and timely resolution
• Identify and triage unclear or complex requests to relevant functional teams (e.g., Payroll, Talent Acquisition, Data Management)
• Maintain records of inquiries and resolutions in the case management system

Service Delivery & Quality

• Ensure adherence to service level agreements (SLAs) and quality standards in inquiry handling
• Escalate recurring or high‑impact issues to the Advisory & Operations Lead for further review
• Contribute to the development and maintenance of a knowledge base to support consistent inquiry resolution
• Conduct end‑user satisfaction surveys where applicable
• Work closely with other People Services teams and Group COEs to ensure seamless handoffs and resolution of triaged cases
• Provide feedback on inquiry trends and opportunities for process or policy improvements
• Support the team lead in managing daily workload distribution, including monitoring inquiry volumes and prioritizing tasks
• Assist in scheduling and coordinating team coverage to ensure consistent service availability
• Participate in initiatives to improve inquiry handling processes, tools, and user experience
• Share ideas and feedback to enhance team efficiency and service quality

Other Operational Tasks

• Support miscellaneous HR operational work such as government surveys, invoice processing, etc.

About you

• Bachelor’s degree in Human Resources, Business Administration, or a related field
• 2–4 years of experience in HR operations, shared services, or employee support roles
• Familiarity with case management systems and HR platforms such as SAP SuccessFactors or Workday
• Strong customer service orientation and communication skills
• Ability to manage multiple inquiries and prioritize effectively
• Excellent communication skills in English and Chinese/Cantonese, with the ability to engage cross‑functional stakeholders (supporting Hong Kong market)
• High integrity, professionalism, and attention to detail