Regional HR Operations Specialist

3 days ago

Kuala Lumpur, Malaysia British Council Full time

**Role Purpose**:
The Regional HR Operations Specialist will support the Reginal Head of HR Operations in driving Process Excellence and Continuous Improvement, including review and analyse operational processes, identify best practice processes, and facilitate process and operational improvements to maximize efficiency while providing day-to-day operational support for employee life cycle events, records management, benefits management, time management and data management.

The incumbent will undertake the full range of HR operations roles across multiple countries, functions, and geographies managing the end-to-end HR Operations functions across the East Asia Region. This role is responsible for the delivery of HR Operations and ensuring consistency and accuracy of the processes, systems, and data in the region. The incumbent will provide exceptional service in the full spectrum of HR functions while maintaining a professional approach in customer and stakeholder relations.

**Main accountabilities but not limited to the following**:
Service Organization
- Maintain mutual respect and credibility relationship with Regional HR colleagues, Shared Service colleagues and other strategic stakeholders.
- Work with manager in attending to relevant feedback received during discussions, monthly operations review meeting and other forms of customer feedback. Discuss with manager and team to take actions and implement appropriate solutions which contribute to improvement of customer satisfaction level.
- Collaborate with other related Shared Service and Regional HR teams to ensure quality and customer-oriented service are delivered for HR areas, and at the same time compliance to standard operation procedures (SOP).

Operational Excellence
- Manage SLAs via case management system and ensuring that cases are flowed seamlessly and within the desired turnaround time
- Monitor MyHR workflows and ensure that workflows are approved in a timely manner with accuracy and according to process guideline
- Support, guide, and coach team members to ensure all deliverables in scopes are meeting service level, offering mutually agreed internal KPI.
- Ensuring all reporting areas of deliverables are processed according to SOP, with quality and meeting the expected KPI and/or SLA.
- Take on reviewer role for operation deliverables and conduct quality check on deliverables prepared by team members to ensure deliverables meet quality standard and necessary control check are in place.
- Review Monthly Governance reports and SLA breach root cause, propose sustainable resolution to manager.
- Monitor the progress on operation deliverables item (e.g. tickets, change request, YE activity, quality, and error log), guide team members in prioritization to ensure smooth delivery.
- Support team members in resolving operation issue, highlight and propose sustainable solution to manager in addressing operation issues:

- Be an expert in system in respective area and HRIS (myHR) processes to provide guidance and coaching to team members whenever needed.
- Guide and coach team members in handling complex or critical operation issue or cases, work with relevant parties for resolution, manage the issues' escalation when necessary in timely manner.
- Identify trends of issue occur in operations, highlight, discuss and propose solutions to manager to handle issues accordingly.
- Collaborate with other team members e.g. Tier 1, other Tier 2, Tier 3, Visa Team, TC Ops team to establish and maintain a professional work environment, focusing on customer services by handling all customer requests in a professional manner to resolve operational issues.
- Assist manager in resource planning and workload arrangements to ensure sufficient resources to attend daily task to meet SLA and no interruption in operations.
- Act as a back-up to the other Team Lead or Team member on managing customers' expectations as and when required.

Standardization & Governance
- Ensure team members are providing standard services to all British Council customers. Support team in managing customer expectation by clarifying product portfolio and by educating key customers - RD, CD, SBU Leads. Work with Manager or SSC Team in establishing clear processes and rules on how to deal with non-standard requests.
- Ensure team members to record all areas for improvements. Review documented errors, propose to manager, and implement agreed improvement solution.
- Actively work with team member to identify improvement areas on daily operational processes, support and participate to implement these Improvement initiatives which brings impact to the operation's productivity, efficiency, standardization, and harmonization.
- Ensure up-to-date documentations are maintained and team members adhere to procedures which comply with SOP and any other internal audit, external audit and certification requirements.
- Ensuring that services are delivered in accordance with established processes and work pr

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