Job Description Scope of Role:

• Regional coverage: APAC with expert knowledge across multi-jurisdictional requirements
• Impact: Expert-level service delivery across all case complexities leveraging advanced knowledge and experience

• Support time, attendance, leave, and scheduling processes across multiple countries
• Execute TMS-related transactions, including time corrections, leave adjustments, schedule updates, and pay-impacting changes
• Ensure First Time Right processing for all TMS transactions, minimizing payroll errors and employee pay issues
• Ensure timely processing of time data to support payroll cut-offs, statutory compliance, and internal controls
• Partner closely with Payroll, HRIS, and vendors to resolve TMS issues, conduct root-cause analysis, and prevent recurrence
• Ensure TMS processes align with local working time, overtime, rest day, and statutory leave regulations
• Develop and maintain TMS process documentation, work instructions, and knowledge articles

• Handle HR cases from routine inquiries to complex cases requiring specialized knowledge of employment law, policies, and cross-border regulations
• Handle escalated cases and VIP requests requiring heightened attention, discretion, and rapid resolution while maintaining exceptional service standard
• Apply expert judgment to all case types, ensuring efficient resolution of simple queries while providing sophisticated analysis for complex matters
• Deliver exceptional customer service leveraging extensive experience to provide comprehensive, accurate responses across all interaction types
• Share expertise and knowledge with team members through informal guidance while maintaining focus on individual case delivery

• Execute full range of HR transactions from routine updates to more complex cases including reorganizations, international transfers, and sensitive separations
• Apply advanced validation techniques to all transaction types, leveraging experience to identify potential issues and ensure accuracy across simple and complex scenarios
• Manage sophisticated system processes utilizing expert knowledge to navigate complex configurations while efficiently handling routine transactions
• Maintain First Time Right excellence across all transaction complexities, using expertise to prevent errors and streamline processing

• Champion process excellence by applying extensive knowledge to identify improvement opportunities across all process types
• Leverage experience to streamline both routine and complex processes, sharing insights that benefit overall team effectiveness
• Support process enhancements by providing expert input on procedure updates and system improvements based on comprehensive case experience
• Drive knowledge sharing through expert handling of diverse case types and informal mentoring of colleagues

• Ensure full compliance with data privacy regulations (local privacy laws) and employment legislation across supported regions
• Maintain audit-ready documentation and support compliance reviews with accurate, complete records
• Protect sensitive employee data through adherence to security protocols and confidentiality requirements
• Identify and mitigate risks related to data handling, process compliance, and regulatory requirements

• Build trusted relationships across all stakeholder levels, applying experience to navigate both simple and complex stakeholder needs effectively
• Collaborate effectively with Payroll, Benefits, and specialist HR teams to ensure seamless end-to-end service delivery
• Support cross-functional initiatives that enhance employee experience and operational efficiency
• Represent the HRSS brand positively in all interactions, demonstrating expert-level service regardless of case complexity
• Participate in data cleansing activities to ensure all employee records meet global and local compliance requirements prior to and after migration

• Reports to: Team Lead, HR Shared Services
• Direct Reports: None
• Matrix Relationships: Centers of Excellence (COEs), Payroll, Legal, Finance, HRIS, Benefits teams
• Primary Location: Penang (Hybrid working arrangement)