About Us

At 30 Jun 2025, the Group and its associates operated over 7,500 outlets and employed over 83,000 people. The Group had total annual revenue in 2024 exceeding US$24.9 billion.

The Group is dedicated to delivering quality, value and service to Asian consumers through a compelling retail experience, supported by an extensive store network and highly efficient supply chains. The Group, including its associates, operates a portfolio of well-known brands across five key divisions: health and beauty, convenience, food, home furnishings, and restaurants.

The Group's parent company, DFI Retail Group Holdings Limited, is incorporated in Bermuda and has a primary listing in the equity shares (transition) category of the London Stock Exchange, with secondary listings in Bermuda and Singapore. The Group's businesses are managed from Hong Kong.

DFI Retail Group is a member of the Jardine Matheson Group.

The Role

The HR Shared Services, Advisory, Operations & Talent Delivery - Senior Manager, heads the Advisory & Operations team and the Talent Acquisition (TA) and Talent Management & Organization Development (TMOD) delivery team, within the Hub in Kuala Lumpur, Malaysia. The Advisory & Operations team serves as the first point of contact for general HR inquiries across business units, resolving straightforward requests and triaging more complex or unclear cases to relevant functional teams. The TA/TMOD delivery team is responsible for executing transactional and administrative services that support the respective TA and TMOD Centers of Excellence (COEs). This role ensures efficient, compliant, and high-quality service delivery across services provided, while managing team performance, workload distribution, and continuous improvement. The role reports solid-line to the Head of People Services Hub and dotted-line to the TA and TMOD COE Directors. The incumbent will also serve as a Shared Services Hub account manager, acting as the single point of contact for an assigned HR Business Partner leader, coordinating cross-functional case resolution and delivering a high-touch stakeholder experience.

Team Leadership & Service Delivery

Lead and manage a team of 20 to deliver timely, accurate, and customer-focused responses to general HR inquiries and talent delivery services
Ensure consistent service levels and adherence to defined SLAs and KPIs
Monitor inquiry volumes, resolution rates, and customer satisfaction metrics to drive performance

Workload & Resource Management

Manage team scheduling, workload distribution, and capacity planning.
Monitor operational metrics and optimize resource utilization.

Inquiry Management & Triage

Oversee the resolution of general HR inquiries that require minimal processing
Define and implement triage protocols to route unclear or complex requests to appropriate functional teams (e.g., Payroll, Talent Acquisition, Data Management)
Collaborate with other People Services teams and Group COEs to ensure seamless handoffs and resolution

TA & TMOD Delivery

Oversee TA services: job postings, interview coordination, candidate screening, onboarding, offboarding, and vendor management.
Oversee TMOD services: learning logistics, record tracking, reporting, and engagement survey analysis.
Ensure compliance with internal policies and data privacy regulations.

Process Optimization & Knowledge Management

Develop and maintain a knowledge base and standard operating procedures (SOPs) to support inquiry resolution
Identify opportunities to streamline processes (inquiry handling, TA and TMOD administration) and improve user experience
Implement automation and self-service tools where appropriate

Stakeholder Engagement

Act as a key point of contact for HR Business Partners and functional leads regarding inquiry trends, escalations, and service feedback
Provide insights and recommendations to upstream teams to improve policy clarity and process design
Partner with TA and TMOD COEs to align on delivery expectations, priorities, and service enhancements
Act as a key liaison between the delivery team and HR Business Partners, vendors, and other People Services functions

People Management & Capability Building

Recruit, coach, and develop team members to build delivery capability and service excellence
Foster a collaborative, customer-focused, and high-performance team culture
Conduct regular performance reviews and support career development planning

Account Management

Act as the single point of contact for assigned P&C BP leader
Coordinate cross-functional case resolution and ensure a seamless service experience
Build strong relationships with stakeholders to understand and address their needs

About You

Bachelor's degree in human resources, Business Administration, or a related field
8+ years of experience in HR operations or shared services, or talent delivery, with at least 3 years in a people manager role
Proven experience managing inquiry handling or service desk functions in a regional or global HR environment
Strong understanding of recruitment and talent management processes and systems; familiarity with platforms such as SAP SuccessFactors or Workday is a plus
Demonstrated ability to manage team workload, scheduling, and resource allocation effectively
Excellent communication, stakeholder management, and problem-solving skill
Excellent communication skills in English and Chinese/Cantonese (preferred), with the ability to engage cross-functional stakeholders
High integrity, customer orientation, and ability to manage multiple priorities
Experience working in a matrixed organization with dotted-line reporting structures is preferred

Senior Manager, HR Shared Services, Advisory and Operations