HR Services Manager

Purpose

Lead HR Services within a multi-function HR environment; develop policies and procedures to ensure improvements in operational effectiveness, efficiency, and customer centricity, through digitalisation, automation and continuous HR services transformation, leveraging HR technology, data and analytics.

Key Accountabilities

• Leads a multi-functional HR Service Center operation which may include HR contact center, transaction center, domestic relocation, retirement administration, benefit administration and/or workforce administration, with increasing focus on digitally enabled, automated and self-service-driven service delivery models.
• Develops objectives, policies, procedures and programs relating to the assigned scope, ensuring they are designed for standardisation, scalability and automation, and communicates and implements them.
• Defines and plans the achievement of performance goals and objectives, including service quality, productivity, automation and transformation outcomes.
• Responsible for metric reporting, including Key Performance Indicators and Service Level Agreements, using data and analytics to drive continuous improvement and evidence-based decision-making, to support Human Resources.
• Manages services delivered to the corresponding organization, ensuring consistent, compliant and customer-centric outcomes across digital and manual service channels.

Business Accountabilities

• Plans, implements and/or administers a wide range of Human Resources Services related policies, procedures and programs to support the business and internal clients in various Human Resources matters, with strong emphasis on digital workflows, straight-through processing and reduced manual intervention.
• Analyzes the interaction between Human Resources policies/procedures, HR systems and digital processes, and local legislation/regulations to ensure compliance with country employment laws.
• Contributes to Human Resources Services policy administration and decisions by ensuring that policies, procedures and supporting systems are continually reviewed, and feedback is provided on their effectiveness, efficiency and automation potential.
• Works in close cooperation with Compliance teams, as well as IT, Data Privacy and Cyber, to ensure data quality, adherence to processes, policies, system integrity and security, and alignment and consistency in service delivery at all times.
• Provides guidance and consultancy on Human Resources Services best practices and policies, including digitally enabled service delivery and process optimisation, to Human Resources Business Partners, other Human Resources Centers of Expertise and the business to ensure alignment across the organization.
• Provides guidance to Human Resources management regarding Human Resources policy, program and transformation matters, preparing or recommending appropriate decisions consistent with strategic direction, global HR Services roadmap and enterprise digital strategy.
• Manages and coordinates vendor agreements such as payroll, HR technology platforms, IT solutions and data storage providers, ensuring delivery according to service level agreements, effective system integration, and compliance with applicable law.

Projects

• Leads and/or supports the implementation of Human Resources and/or Services projects, including technology-enabled and digitalisation initiatives, or monitors and controls allocated human and material resources assigned to project work, maintaining financial and progress forecasting to ensure projects are delivered according to schedule.

Performance Management Accountabilities

• Models behaviors that demonstrate commitment to corporate values.
• Oversees use of the performance management process in area of responsibility and completes the performance management cycle for direct reports.
• Implements people management strategy and resource plans to support the business, ensuring HR Services teams are equipped with digital, analytical and continuous improvement capabilities.
• Optimizes staff development and retention in area of responsibility.
• Takes action to manage own personal development and encourages others to do the same.

Education and Experience

Required

• Bachelor’s degree (or equivalent) in Accounting, Business Administration, Economics, Human Resources or related field.
• Seven or more years of experience in a related field.

Preferred

• Master’s degree (or equivalent) in Accounting, Business Administration, Human Resources or related field.
• Experience supporting or leading HR digitalisation, HRIS implementations or automation initiatives.

Additional Education / Experience

• In-depth knowledge of HR practices, payroll, legal environment, employment issues, benefit plans, nonqualified plans, payroll, relocation, HR systems and data flows, as appropriate to scope of role.
• Strong project management, communication and problem-resolution skills, particularly in technology-enabled change.
• Proficiency in Microsoft Office.
• Experience leading a multi-function HR Service Center.

Skills

• Customer Focus – Expert
• Innovative Thinking – Expert
• HR Metrics Use & Development – Advanced
• HR Operations – Intermediate
• HR Policies, Standards and Procedures – Advanced
• Digital & Automation Mindset – Advanced
• HR Systems & Process Optimisation – Advanced
• Change & Continuous Improvement – Advanced

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that.

Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture.

We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.
So, make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. We’re proud to have earned Great Place To Work® Certification™. Our company culture is our top priority! #GPTWcertified

Let’s continue to grow together!

Location(s): MY - Kuala Lumpur
Schedule: Full Time
Recruiter name: Jesreena Kaur