SBS Global Employee Services Support Hub Supervisor

Sherwin-Williams; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global company in the service sector seeks a Support Hub Supervisor to lead a team that manages employee inquiries while ensuring exceptional service delivery across regions. This role demands strong leadership, technical knowledge in HR processes, and a focus on continuous improvement, making it essential for candidates to possess a Bachelor's Degree in Human Resources, along with extensive experience in employee services and IT support. Effective communication and analytical skills are vital for success in this role.

Qualifications

• 4+ years working experience in Employee Services or IT/HRIT systems support.
• Experience leading a team directly or indirectly.
• Experience in help desk case management.

Responsibilities

• Build and lead a global team responsible for Employee Services.
• Develop and maintain self-service content.
• Monitor Service Level Agreement attainment and provide insights.

Skills

Employee Services experience

Customer Service orientation

Strong English communication

Analytical troubleshooting

Education

Bachelor's Degree in Human Resources or related field

Tools

Microsoft Office

ServiceNow

Job description

The Support Hub Supervisor will build and lead a team that serves as the first point of contact for employees while also acting as an escalation layer between the analysts and the Tier 2 COEs for complex issues requiring knowledge of Hire to Retire (H2R) processes, integrations and systems. Systems include, but are not limited to, Dayforce, Oracle HCM and UKG, as well as case management platforms (ServiceNow) and related tools. This role will drive operational excellence through Service Level Agreement (SLA) compliance, knowledge base and article maintenance and continuous improvement initiatives, while also ensuring technical rigor in troubleshooting, testing and system stabilization. The Supervisor will establish scalable processes for global coverage across NOAM, EMEAI and APAC. This position requires a strong blend of service leadership, technical knowledge and process optimization skills to deliver a world-class support model and exceptional employee experience.

Qualifications

• Formal Education: Required: Bachelor's Degree in Human Resources, Business Administration, Information Systems, or related field.
• Knowledge & Experience:
  • Required: At least 4+ years working experience in Employee Services, Customer Service Desk, or IT/HRIT systems support.
  • Experience leading a team directly or indirectly.
  • Strong written and verbal English communication.
  • Global Shared Services experience is a plus.
  • Very good written and spoken English.
• Preferred:
  • Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation.
  • Experience in help desk case / ticket management (e.g., ServiceNow HR Service Delivery, JIRA, Zendesk) and knowledge base administration.
  • Working understanding of H2R processes, including Time to Pay, Workforce Management and HR Administration.
  • Strong customer service orientation and empathy.
  • Proven ability to analyze, troubleshoot, and resolve issues in high-volume, time-sensitive environments.
  • Strong organization, prioritization, and follow-through; able to manage across time zones.
  • Ability to teach and coach others; experience facilitating training and workshops.
  • Demonstrated ability to influence cross-functionally with and without direct authority.
  • Curiosity and initiative to learn new systems and processes quickly; embraces change.
• Technical/Skill Requirements:
  • Required: Microsoft Office products.
  • Preferred: Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation.
  • Preferred: Experience in help desk case / ticket management (e.g., ServiceNow HR Service Delivery, JIRA, Zendesk) and knowledge base administration.

Responsibilities

• Global Employee Service Hub Leadership
  • Build and lead a global team responsible for Tier 0 and Tier 1 case intake, triage, and resolution across Employee Services functions.
  • Oversee multi-channel support (portal, chat, phone, email) ensuring SLA compliance, quality standards and exceptional employee experience.
• Knowledge Management & Self-Service Optimization
  • Develop and maintain a robust knowledge base and self-service content to reduce ticket volumes and improve first-contact resolution.
  • Implement strategies to empower employees in self-service and reduce dependency on live support.
• Global Coverage & Process Standardization
  • Implement a support model to ensure consistent service delivery across NOAM, EMEAI, and APAC.
  • Harmonize processes globally while adapting to regional compliance and requirements.
• Operational Excellence & Reporting
  • Monitor Service Level Agreement (SLA) attainment, first-contact resolution, customer satisfaction (CSAT), backlog, mean time to resolution (MTTR) and provide actionable insights to leadership.
  • Drive continuous improvement initiatives to enhance efficiency, reduce repeat contacts and improve the overall employee experience and adoption of case management tools and resources.
• People Leadership & Development
  • Recruit, coach, train and develop service hub team members on end-to-end hire to retire (E2E H2R) processes, encouraging knowledge sharing.
  • Establish clear goals and career paths for all team members.
  • Foster a culture of accountability, customer service, collaboration and innovation.
• Risk Management & Compliance
  • Ensure adherence to data privacy, security standards, and regulatory requirements across all regions supported.
  • Support audits and maintain accurate documentation for compliance purposes.