HR Operations Team Lead (Stat Board / Hybrid / West) - #1117516

This role is pivotal in overseeing the end-to-end operations of the Shared Services HR team, ensuring seamless delivery of comprehensive HR outsourcing services to clients. The position requires strong leadership to bridge process gaps, coordinate across the full employee lifecycle, and implement continuous process improvements. Success in this role hinges on strategic resource allocation, effective cross-functional collaboration, and the ability to drive performance against defined project KPIs.

Job Responsibilities

• Lead and manage the shared services team of up to 40 people comprising of the following functions: Business Partnering, Recruitment, Talent, General Admin, Compensation & Benefits, Learning, Payroll

• Provide daily advisory support to operational teams and address inquiries, escalations, and process gaps

• Bridging functional teams and various stakeholders by addressing queries, escalations and other issues

• Engage in resource management and planning to deliver task and request within stipulated deadlines

• Handle yearly HR exercises such as leave administration, insurance renewals, ITQ submissions, Corporate Passes

• Monthly reports to prepare for stakeholders i.e. security role assignment

• Handle onboarding and offboarding of P-Serv resources into project, conduct interviews for replacement positions for deployment and maintain relevant databases

• Able to keep track of annual calendar of activities across all teams, ensuring end-to-end operational execution and alignment accordingly to that calendar

• Able to lead, plan, and implement process improvements in HR operations in alignment with stakeholders

• Attend weekly meeting stakeholders, monthly meeting for KPI, quarterly audit process to stakeholders

• Follow up and gain consensus from stakeholders for cases with exceptional handling

• Handle deployed resources’ inductions plans, reviewing probations, personnel management and resignations

• Facilitate seamless coordination between Payroll and Business Process Operations to ensure accurate and timely processing, eliminating monthly clawbacks

• Provide solutions to team and stakeholders upon analysing Workday escalations

• Raise Incident Reports and Service Request in the ticketing tool and follow up closely the issues with PSD

• Conduct daily/weekly checks on the various trackers to ensure task progression and managed to meet SLA obligations

• Ensure shared mailboxes are monitored and managed to meet SLA obligations

• Key project lead on system upgrades and change process, including data cleanse exercise, providing feedback and involvement in UAT

• Prepare and analyse the monthly KPI and billing reports to stakeholders including fact finding, investigation of cases and putting up waivers

• Monitor pending task and ensure delivery is within set KPIs and SLAs i.e. ensure that the renewal of corporate passes should be completed 1 month before the expiry, annual renewal insurance policies should be done at least 1 month prior to expiry, 100% accuracy of data updated for employee changes in HR system, 100% accuracy and 100% timeliness in all data entries before the month's payroll cut-off for onboarding, position management changes to be completed within 3 working days from request with 100% accuracy, contracts to be offered at least 6 weeks prior to contract expiry with 100% accuracy per month in processing, complete probations cases at least 1 month prior to confirmation date with 100% accuracy per month in processing, etc

• Advise and respond to end users on organizational policy and procedures

• Develop new SOPs due to new workflow and request

• Lead process improvements and ensure SOP are up to date

• Collaborate with stakeholders to define operational workflows and requirements for new system implementations or updates

• Any other ad-hoc matters

Job Requirements

• Degree in Human Resources or relevant discipline with min 5 years of leadership experience

• Tech-savvy with good proficiency in Microsoft Office and technology tools (Note: Excel skills such as VLOOKUP and pivot tables are important)

• Experience with Workday or other leading HR Systems preferably

• A good team player, possess a cheerful personality and a positive attitude

• Meticulous with details, good communication and interpersonal skills

• Strong aptitude to learn quickly, pick up new skills and adaptable

• Able to multitask and handle high volume of work

• Able to maintain confidentiality and sensitivity in the management of work

Working Hours / Location

• Mon – Thu, 8.30am – 6pm ; Fri, 8.30am - 5.30pm

• MapleTree Business City (Nearest MRT – Labrador Park)

We regret to inform, only shortlisted candidates shall be contacted.

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EA License No: 90C3494 | EA Personnel No: R1106405 | EA Personnel Name: Khadijah Abdul Rahman