HR Service Delivery Support Team Lead

Supervise the HRSD Support team (to be organized by country/language). Act as a team leader: ensure onboarding activities, presence, availability, access rights, tools, etc. Participate in the development of a Service Delivery cross-training plan and ensure team members become appropriately trained. Escalation points for support team to resolve complex issues. Monitor tickets, activities & performance of the team daily. Ensure strong quality as well as productivity standards & accountability within the team. Coach team members to drive improvements and service standards. Build strong relationships with key customers & partners (HR Service Center (HRSC), Employees & HR community) to meet end-user expectations. Partner with the HRSC and APAC HR Team to the tiered governance structure. Execute continuous improvement activities across HRSD Support Team and support HR Center of Excellence (CoEs) to improve core HR processes. Support Service delivery analysts in issue resolution by providing information on root-cause analysis and execute intervention plans to address issues systemically. Act as point of escalation for any issue resolutions with HR services provided. Participate in and represent APAC region in regular HR Service Delivery activity/performance review meetings. Ensure work is supported by appropriate documentation which is reviewed, updated, and maintained on a routine basis. Partner with Regional Process Lead to ensure appropriate processes are in place. Support optimization and updates to HR processes (methods & procedures) working with the HRSC. Track Service Level Agreements (SLAs) and measure achievement against team/individual performance criteria. Monitor cases to ensure quality and consistency across APAC by providing feedback and coaching HR Service Delivery Support team where necessary. Ensure services are delivered in compliance with corporate policies and procedures or any other federal / country regulation as requirements. Ensure that the HR Service Delivery Support team prioritizes activities in accordance with SLAs/Key Performance Indicators (KPIs). Oversee the dispatching of cases within the HRSD Support team. Monitor the volume of cases and activities against available resources. Escalate and solve difficult cases and manage customer relationships where necessary. Lead, develop and coach Support the team in their professional development needs by ensuring they receive ongoing regular feedback, training and help in identifying, supporting and achieving agreed development objectives. Bachelor's degree in human resource or related field. Business Administration or related disciplines preferred. At least 10+years of HR experience, specifically in Talent Acquisition, Total Rewards, Benefits administration, HR solutions experience. Strong communication and writing skills in English, Mandarin & Malay. (To support APAC country) Experience with SuccessFactors and ServiceNow preferred Proficient in MS Office Applications (Excel, Word, PowerPoint) Analytical & logical thinking abilities Lead diverse team. Customer service orientation: ability to provide excellent support and service to internal and external clients Problem-solving skills: ability to identify issues and develop effective solutions Attention to detail: Ensuring accuracy and thoroughness in all tasks Team Collaboration: Ability to work effectively within a team and across departments and markets Adaptability: Flexibility to handle changing priorities and workloads