Senior Specialist HR Shared Services Advisory and Operations

DFI Retail Group – All Market; Petaling Jaya; On-site; MYR 200,000 - 250,000; Full time

Job summary

A prominent retail group seeks a Senior Specialist in HR Advisory & Operations to manage inquiries and enhance HR processes. The ideal candidate will have a Bachelor’s degree and 2-4 years in HR operations, showcasing strong customer service and communication skills in English and Chinese/Cantonese. This role will ensure accurate responses to HR inquiries, maintain records, and improve service delivery in a collaborative environment.

Qualifications

• 2-4 years of experience in HR operations, shared services, or employee support roles.
• Familiarity with case management systems and HR platforms.
• Excellent communication skills in English and Chinese/Cantonese.

Responsibilities

• Respond to general HR inquiries ensuring accurate resolution.
• Identify and triage complex inquiries to functional teams.
• Contribute to the development of a knowledge base for inquiries.

Skills

Customer service orientation

Communication skills

Prioritization

Education

Bachelor’s degree in human resources, Business Administration, or a related field

Tools

SAP SuccessFactors

Workday

Job description

The Role

The HR Advisory & Operations, Senior Specialist, is a key member of the Advisory & Operations team within the HR Shared Services Hub in Kuala Lumpur. This role is responsible for resolving general HR inquiries from employees, managers, and HR colleagues (including Business Partners and COEs) that require minimal processing, and for triaging more complex or unclear requests to the appropriate functional teams. The role ensures timely, accurate, and customer‑focused service delivery while contributing to continuous improvement in inquiry handling processes.

Inquiry Resolution & Triage

• Respond to general HR inquiries from employees, managers, and HR colleagues (e.g., BPs, COEs) across Business Units (BUs), ensuring accurate and timely resolution
• Identify and triage unclear or complex requests to relevant functional teams (e.g., 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 for further review
• Contribute to the development and maintenance of a knowledge base to support consistent inquiry resolution
• Conduct end‑user satisfaction surveys where applicable
• Work closely 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, etc.

About You

• 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