Manager, HR Shared Services, Advisory and Operations

DFI Retail Group – All Market; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading retail group in Malaysia seeks a People Services Manager to oversee the Advisory & Operations team. This role involves managing HR inquiries, driving process improvements, and collaborating with stakeholders. Ideal candidates should have 5–7 years of relevant experience, strong communication skills in English and Chinese/Cantonese, and a bachelor's degree in a relevant field. The company fosters a culture of service excellence and continuous learning.

Qualifications

• 5–7 years of experience in HR operations or shared services.
• At least 2 years in a people manager role.
• Proven experience managing inquiry handling or service desk functions.
• Strong understanding of HR processes and systems.

Responsibilities

• Lead and manage the Advisory & Operations team.
• Ensure consistent service levels and adherence to SLAs.
• Oversee resolution of HR inquiries and triage complex requests.
• Develop and maintain knowledge base and SOPs.

Skills

HR operations

Team management

Stakeholder management

Problem-solving

Communication in English

Communication in Chinese/Cantonese

Education

Bachelor’s degree in Human Resources or Business Administration

Tools

SAP SuccessFactors

Workday

Job description

Manager, HR Shared Services, Advisory and Operations

The People Services Manager, Advisory & Operations is responsible for leading the Advisory & Operations team within the People Services Hub in Kuala Lumpur, Malaysia. The team serves as the first point of contact for general HR inquiries across DFI business units, resolving straightforward requests and triaging more complex cases to functional teams. This people manager role oversees service delivery, managing team operations, and driving continuous improvement in inquiry handling and resolution processes.

• Lead and manage the Advisory & Operations team (~10) to deliver timely, accurate, and customer-focused responses to general HR inquiries.
• Ensure consistent service levels and adherence to defined SLAs and KPIs.
• Monitor inquiry volumes, resolution rates, and customer satisfaction metrics to drive performance.
• Manage workload and resource distribution across the team, including scheduling, assignment of work, and balancing capacity to meet service demands.
• Ensure appropriate coverage and responsiveness across business units.

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

Process Optimization & Knowledge Management

• Develop and maintain a knowledge base and standard operating procedures (SOPs) to support inquiry resolution.
• Identify opportunities to streamline inquiry handling processes and improve user experience.
• Implement automation and self-service tools where appropriate.

Stakeholder Collaboration

• 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.

People Management & Capability Building

• Recruit, develop, and retain a high-performing team of advisory specialists.
• Foster a culture of service excellence, collaboration, and continuous learning.
• Conduct regular coaching, performance reviews, and development planning.

About You

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• 5–7 years of experience in HR operations or shared services, with at least 2 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 HR 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 skills.
• 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.