Key Responsibilities 

Service Delivery Excellence 

• Provide subject matter expertise on Asian HR processes, including onboarding, job changes, terminations, mobility, and compensation transactions. 

• Coordinate daily operation and support the Senior People & Payroll Services Manager, Asia in delivery 

• Act as the first escalation point for Analyst People Services, on Tier 2 inquiries and process execution issues. 

• Handle complex employee and manager inquiries escalated from Tier 1 and Tier 2 support channels. 

• Apply HR policies and procedures to resolve cases accurately and efficiently. 

• Investigate and resolve data discrepancies, routing unresolved issues to appropriate teams. 

• Support onboarding and functional training for new team members. 

• Generate reports, data files, and audits as required by internal stakeholders or third-party vendors. 

• Act as regional focal points or representatives for assigned improvement projects. 

• Maintains Knowledge Base by keeping SOP documentation up to date and by training People Services team members in changes to HR processes. 

Operational Efficiency & Continuous Improvement 

• Support the People Services leadership team in optimizing case handling and transaction accuracy across the employee lifecycle. 

• Leverage technology and automation to improve service efficiency, scalability, and accuracy. 

• Identify and recommend process improvements to Global Process Experts of relevant areas, in alignment with global frameworks. 

Compliance & Policy Adherence 

• Ensure adherence to standard operating procedures, company policies, and local labor regulations. 

• Support internal and external audits by providing accurate documentation and data. 

• Monitor process compliance and escalate risks or gaps as needed. 

Stakeholder and Relationship Management 

• Build strong partnerships with People Partners, CoEs, and business stakeholders to ensure alignment and responsiveness. 

• Act as a trusted advisor on HR operations and policy interpretation. 

• Collaborate cross-functionally to resolve complex employee lifecycle issues. 

• Handles day-to-day relationships with vendors as required, escalating service issues to Senior Manager.  

Qualifications 

• Education: Bachelor’s degree in Human Resources, Business Administration, or related field. 

• Experience: Minimum 5 years of experience in HR shared services or HR operations, with a focus on Asian processes. 

• Systems: Experience with Workday or other cloud-based HRIS platforms; familiarity with case management tools such as ServiceNow or Workday Help is a plus. 

• Languages: English language is required. 

Key Competencies 

• Deep knowledge of Asian processes, policies, and compliance requirements. 

• Strong analytical and problem-solving skills; able to evaluate information from multiple sources and resolve inconsistencies. 

• Excellent communication skills; able to explain complex information clearly and professionally. 

• High attention to detail and ability to manage confidential information with discretion. 

• Collaborative mindset with a commitment to continuous learning, continuous improvement, and service excellence.