HR Shared Services, Advisory and Operations - Senior Specialist

Private Advertiser; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A recruitment firm based in Kuala Lumpur is seeking a Senior Specialist for HR Advisory and Operations. This role involves handling HR inquiries, ensuring timely service delivery, and supporting operational tasks. Candidates should possess a Bachelor's degree in HR or Business Administration and have 2-4 years of relevant experience. Strong communication skills in English and Chinese/Cantonese are essential for engaging with cross-functional teams.

Qualifications

• 2–4 years of experience in HR operations or employee support roles.
• Familiarity with case management systems.
• Strong communication skills in English and Chinese/Cantonese.

Responsibilities

• Respond to general HR inquiries ensuring accurate resolution.
• Identify and triage complex requests to relevant teams.
• Support miscellaneous HR operational work.

Skills

Customer service orientation

Communication skills

Multitasking

Problem-solving

Education

Bachelor’s degree in Human Resources or Business Administration

Tools

SAP SuccessFactors

Workday

Job description

HR Shared Services, Advisory and Operations - Senior Specialist

The HR Advisory & Operations, Senior Specialist, is a key member of the Advisory & Operations team within the HR Shared Services Hub in Kuala Lumpur.

Responsibilities include resolving general HR inquiries from employees, managers, and HR colleagues (including BPs and COEs) that require minimal processing, triaging more complex or unclear requests to the appropriate functional teams, ensuring timely, accurate, and customer‑focused service delivery, and contributing to continuous improvement in inquiry handling processes.

Inquiry Resolution & Triage

• Respond to general HR inquiries from employees, managers, and HR colleagues across Business Units, ensuring accurate and timely resolution.
• Identify and triage unclear or complex requests to relevant functional teams (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.
• Develop and maintain a knowledge base to support consistent inquiry resolution.
• Conduct end‑user satisfaction surveys where applicable.
• Collaborate 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, and related tasks.

Do you have the relevant experience and skills?

Qualifications

• 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.
• High integrity, professionalism, and attention to detail.