Manager - People Operations Lead

PwC - Global; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in global professional services seeks a People Operations Lead to manage HR operations, ensure compliance, and drive business process excellence. With a focus on team leadership, operational efficiency, and maintaining quality standards, this role demands significant HR experience and leadership skills.

Qualifications

• 6-8 years of experience in HR Shared Services or BPO environments.
• Demonstrated understanding of HR operations.
• Strong self-motivation and proactive problem-solving skills.

Responsibilities

• Lead Generalist (L1) and Specialist (L2) teams within People Operations.
• Monitor and report on SLAs and KPIs.
• Implement controls to ensure compliance with HR policies.

Skills

HR Shared Services

Leadership

Problem-solving

Interpersonal skills

Analytical skills

Communication skills

Education

Bachelor Degree

Tools

Microsoft Excel

Power Query

Workday

ServiceNow

Job description

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Human Capital (HC)

Management Level

Manager

Job Description & Summary

At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and benefits administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce.

Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution.

Your role

The People Operations Lead plays a critical role in supporting the People Operations & Excellence Leader in managing day-to-day human capital operations and driving business process excellence initiatives. This position ensures compliance with quality standards and oversees the achievement of S ervice Level Agreements (S LA ) and K ey Performance I ndicators (KPIs) targets for both generalist and specialist teams .

Key accountabilities

• Lead Generalist (L1) and Specialist (L2) teams within the People Operations pillar, fostering a culture of compliance, innovation, and high performance in alignment with organizational goals.

• Monitor, analy s e , and report monthly on the achievement of S LAs and KPIs , leveraging insights to drive process enhancements and operational efficiencies.

• Implement robust controls to mitigate operational risks and ensure strict compliance with HR policies, procedures, data management practices, and control measures within the team.

• Work closely with the business process excellence pillar in driving operational efficiency through continuous improvement initiatives, use of automation tools and optimi s ing day-to-day workflows

• Develop, maintain , and govern the knowledge base for all HR processes, ensuring comprehensive documentation such as process maps, workflows, standard operating procedures, and RACI matrices.

• Support system implementations and continuous improvement initiatives on both global and local levels

Key working relationships

• Peers in Human Capital including team lead

• Other colleagues in Finance, Digital, Practice Management, Facilities and Services

• PwC employees

Skills, experience and qualifications

• 6-8 years of e xperience in HR Shared Services or Business Process Outsourcing (BPO) environments with ticketing system(s) preferred .

• Demonstrated understanding of HR operations and proven track record of managing and leading teams effectively.

• Strong self-motivation and proactive approach to problem-solving and identifying improvement opportunities.

• Excellent interpersonal, communication, and negotiation skills, both written and verbal.

• Strong analytical and problem-solving abilities, with attention to detail.

• Proficiency in Microsoft Excel and Power Query is required .

• Proficiency with Workday and ServiceNow is required .

• Familiarity with productivity tools such as Alteryx, Microsoft Visio, and Power Automate is an advantage

Additional application instructions

Please attach the following documents along with your CV when you submit an online application:

• Academic Certificates and Transcripts, from SPM (or equivalent) onwards

• A copy of your NRIC or passport

• Recent passport size photo

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor Degree Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

HR Shared Services, Human Resources (HR) Software Systems, Leadership

Optional Skills

Human Resource Information Systems (HRIS)

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

Yes

Job Posting End Date