Ssc HR Service Excellence

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Samsung Electronics Full time
Position Summary

  • Integrate different work processes operated by each business unit to contribute to standard HR operation.
  • Improve operation efficiency by providing and supporting HR services(recruitment, payroll, time & attendance, DM, L&D).
Role and Responsibilities


This role is responsible for SSC HR-wide service excellence, working on key SSC HR initiatives that drive process standardization, operation excellence, and stakeholders' engagement for the SEAO region.

The role will require the job incumbent to use data and metrics to measure SSC performance and take proactive actions to ensure the team meets the predefined SLA/ KPIs.

Reporting to the Rewards & Service Excellence Lead, your responsibilities included but were not limited to:

  • Project and Continuous Improvement_
  • Work closely with SSC HR part leaders to drive projects and Continuous Improvement initiatives. This may include key initiatives that involve collaboration and coordination across different pillars (e.g. Improve the integration of the core HRIS system with time attendance and payroll system)
  • To develop regional reporting dashboards/ HR KPIs dashboards
  • SSC HR KPI Reporting & Service Quality Management_
  • Prepare monthly KPI & SLA reporting for SSC HR
  • Closely monitor the KPI progress and highlight the performance gaps (include reasons for such gaps) to the Head of SSCHR
  • Periodic audit on key SLAs i.e. Payroll and Employee Data Accuracy
  • Ensures internal control measures are embedded in the functional specification and technology designs of the SSC system/ tools/ process for smooth delivery of services to subsidiaries
  • Responsible to manage the Bi-Annual Satisfaction survey and work with the part leads to identify the action plan required for improvement
  • Assist in overseeing key HR tasks including security checkups or other governance matters
  • Inhouse HR Portal and SSC Ticketing System Support_
  • Upkeep inhouse HR Portal documentation of Job Aids, SOP, and policies
  • Point of contact for HR Service Request case management system support
  • Work collaboratively with HQ and other SSC HR regionally on portal design/ enhancement, if needed
LI-SME #LI-MidSenior

Skills and Qualifications

  • Possess a degree in any field
  • 35 years of relevant working experience in a Shared Service Centre (SSC) environment
  • Possess strong Excel skills (preferably with a skillset in macro). Experience in using Power BI is preferred
  • Good analytical and logical thinking. Able to analyze the problem and prepare business cases
  • Good communication skills, able to work with different levels of stakeholders


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