Senior Manager, HR Shared Services, Advisory and Operations

DFI Retail Group – All Market; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading retail group in Petaling Jaya is seeking a Senior Manager for HR Shared Services. This role involves leading a team of 20, overseeing HR inquiry management, and ensuring efficient delivery of talent acquisition and management services. Ideal candidates will have over 8 years of HR operations experience, including team management, with strong stakeholder engagement skills and fluency in English and Chinese/Cantonese. The position offers an opportunity to contribute to a dynamic HR environment.

Qualifications

• 8+ years of experience in HR operations, including 3+ years in a managerial role.
• Knowledge of recruitment and talent management processes essential.
• Fluent in English and Chinese/Cantonese for effective stakeholder engagement.

Responsibilities

• Lead a team of 20 to manage HR inquiries and talent delivery services.
• Ensure service level adherence and monitor team performance metrics.
• Oversee recruitment and talent management service delivery for compliance.

Skills

HR operations management

Stakeholder management

Team leadership

Problem-solving

Communication skills

Customer orientation

Education

Bachelor’s degree in human resources or related field

Tools

SAP SuccessFactors

Workday

Job description

Senior Manager, HR Shared Services, Advisory and Operations

At 30 Jun 2025, the Group and its associates operated over 7,500 outlets and employed over 83,000 people. The Group had total annual revenue in 2024 exceeding US$24.9 billion.

The Group is dedicated to delivering quality, value and service to Asian consumers through a compelling retail experience, supported by an extensive store network and highly efficient supply chains. The Group, including its associates, operates a portfolio of well‑known brands across five key divisions: health and beauty, convenience, food, home furnishings, and restaurants.

DFI Retail Group is a member of the Jardine Matheson Group.

The Role

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

About You

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

Kuala Lumpur City Centre, Kuala Lumpur, MY