HR Operations Manager - Kuala Lumpur, Malaysia - CBRE

    CBRE
    CBRE Kuala Lumpur, Malaysia

    2 weeks ago

    CBRE background
    Description
    Essential Duties and Responsibilities
    • Manage and review ticket trends and volume through team dashboards and reports, to drive discussions on performance and service levels.
    • Enforces proper governance and standards on HR services and tasks supported by the team, and raises key areas of concerns with the leadership as necessary.
    • Validates and audits employee data in Peoplesoft. Performs corrections and update on employee data as necessary.
    • Supports business reviews and in-country discussions with either operations or stakeholders using Power BI, dashboards and reports. Provides updates on key initiatives and focus areas.
    • Reviews and analyzes overall service delivery performance through metrics and scorecards to be able to meet and exceed targets.
    • Performs workforce and capacity planning to ensure that there is proper staffing and support.
    • Manages overall pipeline of the Service Now ticketing system to ensure efficient and effective completion of tasks. Monitors and reviews Service Now tickets that may be at risk or have been ageing. Anticipates escalations and proactively identifies resolutions.
    • Handles center wide escalations in terms of delivery and performance. Performs root cause analysis and debriefs people concerned to be able to derive resolutions.
    • Ensures that all knowledge management documentation are up to date and relevant. Identifies opportunity areas for review and update.
    • Performs spot checks and data quality audits to ensure accuracy and correctness of delivery.
    • Performs random audit and quality checks on tasks completion.
    • Leads key initiatives projects and implementation of new workstreams/processes. Drives the completion or other team projects, process improvement and automation initiatives.
    • Performs talent review and succession planning within the team to identify high potentials and developmental opportunities.

    Supervisory Responsibilities
    • Provides formal supervision to individual employees within operations.
    • Makes decisions on staff recruitment, selection, promotion, advancement, corrective action and termination.
    • Effectively recommends same for direct reports to next level management for review and approval.
    • Plans and monitors appropriate staffing levels and utilization of labor, including overtime.
    • Prepares and delivers performance appraisal for staff.
    • Mentors and coaches team members to further develop competencies.
    • Leads by example and models behaviors that are consistent with the company's values

    Requirements
    • Bachelor's Degree in Human Resources, Business, Management, Organizational Development, Service Management or relevant field.
    • Have at least 3 - 5 yearsof experience in an HR shared services environment or HR operations supporting multiple countries in the Asia Pacific region.
    • Expertise on transactional tasks, including but not limited to Employee pre-boarding/off-boarding, Benefit Administration, Employee Data Management, Payroll, HR reporting or other HR general operations.
    • Has experience in handling key initiatives, projects and transitions.
    • Experience in Peoplesoft (Oracle) or other relational HRIS databases,case management/ ticketing tool, ServiceNow.
    • Expert in using Microsoft Office suite, including Excel, Word Power point, Power BI and Teams.