HR Shared Service Specialist

DFI Retail Group; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading Asian retailer is seeking a People Services Senior Specialist to manage HR inquiries and triage complex requests within its Advisory & Operations team. The ideal candidate will have a Bachelor's degree in Human Resources or related fields, alongside 2–4 years of relevant experience. Strong communication skills in English and Chinese/Cantonese are essential, as is a customer-oriented approach. The role aims to ensure efficiency in service delivery while maintaining high standards of quality and user satisfaction.

Qualifications

• 2–4 years of experience in HR operations, shared services, or employee support roles.
• Strong customer service orientation and communication skills.
• Excellent communication skills in English and Chinese/Cantonese.

Responsibilities

• Respond to general HR inquiries from employees and managers.
• Identify and triage unclear or complex requests to relevant functional teams.
• Ensure adherence to service level agreements (SLAs).
• Contribute to the development of a knowledge base.

Skills

Customer service orientation

Communication skills

Multi-tasking

Attention to detail

Education

Bachelor’s degree in Human Resources, Business Administration, or a related field

Tools

SAP SuccessFactors

Workday

Job description

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 tasksp>

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.

About us

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.

OUR PURPOSE: Sustainably serve Asia for generations with everyday moments.

DFI Retail Group Values: We respect each other; We do the right thing.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• Which of the following languages are you fluent in?
• How many years' experience do you have as a Shared Services Officer?