Duties and Responsibilities 

Build and lead a team of HR services professionals to process operational requests in the areas of Talent Acquisition, Onboarding, Offboarding, Compensation, Benefits Administration, Time & Labor, Absence, and overall employee data management Develop the APAC HR Services operating plan to manage intake of HR ServiceNow requests with an appropriate turnaround time and service levels Analyze HR metrics and reports to monitor key performance indicators of the team, and provide regular feedback to team members Actively seek feedback from across the business and HR stakeholders. Identify opportunities and implement actions to continuously improve and streamline HR processes, enhance operational efficiency, and maintain or exceed service quality standards Act as a role model for consistently setting exceptional standards and delivering high quality service.  Provide coaching, guidance and support to ensure that the team operates efficiently and effectively, adhering to established HR processes and procedures, and responding to enquiries and requests in an accurate and timely manner Leverage Oracle HCM and HR ServiceNow capabilities to drive Employee and Manager Self Service, continuous automation and streamlining of HR processes Provide advice where required and act as the escalation point for more complex queries or issues Act as the knowledge content owner of HR ServiceNow for APAC.  Maintain knowledge articles (How to guides, FAQs, Policy Documents) and manage regional governance of knowledge content.

Skills and Experience

Degree in Human Resources Management or a related discipline 5+ years’ experience in Human Resources, Operations, Customer Service or a related field Proven track record of building and motivating high-performing teams, preferably within a HR shared services setting, to drive operational excellence, continuous improvements, and exceptional customer service Experience of working with a HR system to improve service delivery and experience.  Oracle HCM would be preferred and advantageous Solid understanding of service center technologies (e.g. ticket management, knowledge management and dashboards), SLAs and KPIs Excellent communication skills, both verbal and written Strong analytical and problem-solving skills  Strong interpersonal skills to develop effective relationships with stakeholders cross-culturally and at different organizational levels Able to manage multiple priorities in a fast-paced and dynamic environment.