HR Shared Services, Advisory and Operations - Senior Manager

Private Advertiser; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading HR services firm in Petaling Jaya seeks a Senior Manager for HR Shared Services, Advisory, and Operations. This role involves leading a team, managing HR inquiries, and ensuring high-quality service delivery while maintaining compliance with policies and regulations. The ideal candidate has over 8 years of HR operations experience and strong communication skills in English and Chinese/Cantonese, with expertise in managing teams in a matrixed organization.

Qualifications

• 8+ years of experience in HR operations or shared services, with at least 3 years in a people manager role.
• Proven experience managing inquiry handling or service desk functions in a regional or global HR environment.
• Demonstrated ability to manage team workload and scheduling effectively.

Responsibilities

• Lead and manage a team of 20 to deliver accurate HR inquiry responses.
• Oversee the resolution of general HR inquiries and implement triage protocols.
• Ensure compliance with internal policies and data privacy regulations.

Skills

HR operations experience

Stakeholder management

Problem-solving

Communication in English and Chinese/Cantonese

Education

Bachelor’s degree in human resources or related field

Tools

SAP SuccessFactors

Workday

Job description

HR Shared Services, Advisory and Operations - Senior Manager

The HR Shared Services, Advisory, Operations & Talent Delivery - Senior Manager, heads the Advisory & Operations team and the Talent Acquisition (TA) and Talent Management & Organization Development (TMOD) delivery team, within the Hub in Kuala Lumpur, Malaysia. The Advisory & Operations team serves as the first point of contact for general HR inquiries across business units, resolving straightforward requests and triaging more complex or unclear cases to relevant functional teams. The TA/TMOD delivery team is responsible for executing transactional and administrative services that support the respective TA and TMOD Centers of Excellence (COEs). This role ensures efficient, compliant, and high-quality service delivery across services provided, while managing team performance, workload distribution, and continuous improvement. The role reports solid-line to the Head of People Services Hub and dotted-line to the TA and TMOD COE Directors. The incumbent will also serve as a Shared Services Hub account manager, acting as the single point of contact for an assigned HR Business Partner leader, coordinating cross-functional case resolution and delivering a high-touch stakeholder experience.

Lead and manage a team of 20 to deliver timely, accurate, and customer-focused responses to general HR inquiries and talent delivery services

Ensure consistent service levels and adherence to defined SLAs and KPIs

Monitor inquiry volumes, resolution rates, and customer satisfaction metrics to drive performance

Manage team scheduling, workload distribution, and capacity planning.

Monitor operational metrics and optimize resource utilization.

Inquiry Management & Triage

Oversee the resolution of general HR inquiries that require minimal processing

Define and implement triage protocols to route unclear or complex requests to appropriate functional teams (e.g., Payroll, Talent Acquisition, Data Management)

Collaborate with other People Services teams and Group COEs to ensure seamless handoffs and resolution

TA & TMOD Delivery

Oversee TA services: job postings, interview coordination, candidate screening, onboarding, offboarding, and vendor management.

Oversee TMOD services: learning logistics, record tracking, reporting, and engagement survey analysis.

Ensure compliance with internal policies and data privacy regulations.

Process Optimization & Knowledge Management

Develop and maintain a knowledge base and standard operating procedures (SOPs) to support inquiry resolution

Identify opportunities to streamline processes (inquiry handling, TA and TMOD administration) and improve user experience

Implement automation and self-service tools where appropriate

Stakeholder Engagement

Act as a key point of contact for HR Business Partners and functional leads regarding inquiry trends, escalations, and service feedback

Provide insights and recommendations to upstream teams to improve policy clarity and process design

Partner with TA and TMOD COEs to align on delivery expectations, priorities, and service enhancements

Act as a key liaison between the delivery team and HR Business Partners, vendors, and other People Services functions

People Management & Capability Building

Recruit, coach, and develop team members to build delivery capability and service excellence

Foster a collaborative, customer-focused, and high-performance team culture

Conduct regular performance reviews and support career development planning

Account Management

Act as the single point of contact for assigned P&C BP leader

Coordinate cross-functional case resolution and ensure a seamless service experience

Build strong relationships with stakeholders to understand and address their needs

Do you have the relevant experience and skills?

Bachelor’s degree in human resources, Business Administration, or a related field

8+ years of experience in HR operations or shared services, or talent delivery, with at least 3 years in a people manager role

Proven experience managing inquiry handling or service desk functions in a regional or global HR environment

Strong understanding of recruitment and talent management processes and systems; familiarity with platforms such as SAP SuccessFactors or Workday is a plus

Demonstrated ability to manage team workload, scheduling, and resource allocation effectively

Excellent communication, stakeholder management, and problem-solving skill

Excellent communication skills in English and Chinese/Cantonese, with the ability to engage cross-functional stakeholders

High integrity, customer orientation, and ability to manage multiple priorities

Experience working in a matrixed organization with dotted-line reporting structures is preferred

Unlock job insights

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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?
• How much notice are you required to give your current employer?

What can I earn as an Operations Manager