Head, Shared Service

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Full time 90,000 - 120,000 per year
Position Title

Head, Shared Services

Report To

Group Chief People Officer

Role Purpose

Accountable for leading and managing the delivery of core Human Capital services across Malaysia Aviation Group (MAG), encompassing Talent Acquisition, HR Shared Services Operations, Payroll, and Benefits. This role ensures timely, accurate, and compliant services while continuously improving processes, driving automation, and enhancing the employee experience. The incumbent acts as the central custodian of HR service excellence, balancing operational discipline with a customer-centric mindset.

Key Accountability

  • Talent Acquisition

  • Lead the Group's Talent Acquisition strategy, ensuring efficient, cost-effective hiring aligned with workforce planning needs.

  • Standardize and oversee end-to-end recruitment processes, from sourcing to onboarding, leveraging technology and market insights.
  • Drive employment branding initiatives to position MAG as an employer of choice.
  • Manage vendor and agency relationships to ensure effective external sourcing support.

  • Ensure recruitment reporting, metrics, and cost controls are in place to optimize resources.

  • Shared Services

  • Lead employee lifecycle services (e.g., HR records, onboarding/offboarding processes, HR helpdesk) to ensure operational excellence.

  • Establish and monitor service level agreements (SLAs) and KPIs for service delivery across BUs.
  • Drive process improvements, automation, and digitalization to streamline workflows and reduce manual interventions.
  • Ensure compliance with HR policies and audit standards, escalating any deviations or risks.

  • Act as escalation point for BU HCBDs regarding operational service issues.

  • Payroll

  • Oversee Group-wide payroll operations, ensuring accuracy, timeliness, and compliance with statutory requirements and company policies.

  • Manage payroll systems, interfaces, and integrations with HRIS and Finance.
  • Lead vendor management for outsourced payroll providers, ensuring service quality and compliance.
  • Continuously improve payroll processes, leveraging automation and data validation to minimize errors.

  • Provide payroll insights and reporting to leadership for workforce cost monitoring.

  • Benefits Services

  • Oversee employee benefits administration including health, insurance, allowances, and retirement-related programs.

  • Ensure benefits programs are administered fairly, consistently, and in compliance with regulatory requirements.
  • Partner with Procurement/Finance to manage benefits vendor contracts and renewals.
  • Benchmark benefits programs against industry practices to support competitiveness and retention.

  • Provide clear communication and education to employees on benefits policies and entitlements.

  • Leadership and Governance

  • Provide leadership, coaching, and direction to Shared Services teams to ensure high performance and professional growth.

  • Ensure consistency and governance across TA, Shared Services Ops, Payroll, and Benefits.
  • Report regularly to GCPO on service performance, risks, and improvement initiatives.
Qualification & Working Experience
  • Human Resource Management or related
  • 12 years in Human Resource, with 5-7 years in Management Role
Areas of Experience
  • Demonstrated leadership in payroll, benefits, recruitment, and HR operations.

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