Job Description

Scope of Role:

Regional coverage: ROA, supporting employees and managers across multiple jurisdictions
Team leadership: Directly leads the HRSS People Central Case Management & Employee Support team
Escalation & coordination: Acts as first point of escalation for the team, collaborates with HR Manager and Director on escalations and VIP cases, and supports operational coordination
Transaction management: Oversees and participates in the accurate and timely processing of routine HR transactions (e.g., onboarding, changes, exits, data updates, time attendance) for Tier 0/1 cases
Work arrangement: Based in Penang, Malaysia, with flexibility to work staggered hours as needed to support extended service coverage for rest of Asia.
Impact: Ensures high-quality, timely Tier 0/1 HR service delivery, effective triage and escalation, and continuous improvement in employee experience

Key Responsibilities:

Team leadership & service delivery

Lead, coach, and develop the People Central Case Management & Employee Support team
Foster a culture of adaptability and continuous learning within the team.
Ensure timely, accurate resolution of Tier 0/1 HR queries and transactions
Oversee case triage, ticket routing, and escalation as needed
Maintain high standards of customer service and data integrity

Escalation & collaboration

Act as first point of escalation for the team and participate in the broader escalation pool
Manage and escalate VIP/priority cases to Director, Manager, and self as required
Collaborate closely with the HR operations team, the Malaysia hub and participate in joint coverage for staggered hours
Support seamless handoffs and knowledge sharing with Glasgow People Central hub
Support operational planning including coverage coordination, process improvements, and team development activities
Coordinate seamless handoffs between Malaysia and Glasgow People Central hubs, ensuring continuity of service delivery and proper case transition protocols

Transaction management & data integrity

Oversee and participate in routine HR transactions (onboarding, changes, exits, data updates)
Ensure accuracy and compliance in all transactions and case documentation
Maintain First Time Right excellence across all transaction types

Process excellence & continuous improvement

Monitor team KPIs, SLAs, and service quality; support continuous improvement
Identify and implement process enhancements for Case Management & Employee Support operations
Ensure compliance with data privacy, security, and local employment regulations
Contribute to documentation, knowledge management, training, and onboarding for new team members

Compliance & risk management

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

Stakeholder collaboration

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
Collaborate with Glasgow People Central hub to ensure consistent service delivery standards and effective case handoff procedures across global operations
Support cross-functional initiatives that enhance employee experience and operational efficiency
Represent the People Central 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

Organizational relationships:

Reports to: Senior Manager, HR Shared Services
Direct Reports: yes
Matrix Relationships: Centers of Excellence (COEs), Payroll, Legal, Finance, HRIS, Benefits teams
Primary Location: Penang, Malaysia

Job requirements:

Essential experience:

6-7+ years experience in HR operations, HR shared services, or Employee Support roles, with demonstrated progression in case complexity
2-3+ years experience leading, mentoring HR teams
Strong customer service orientation and problem-solving skills
Advanced HRIS and case management system proficiency
Fluent English (additional Chinese, Japanese, Korean languages a plus)
Knowledge of data privacy, and HR compliance requirements
Experience providing guidance and support to colleagues with demonstrated ability to mentor others and coordinate operational activities, and manage cross-location workflows
Proven track record of efficiently handling high-volume caseloads while maintaining quality across all complexity levels
Labour law and regulatory framework knowledge across multiple jurisdictions with practical application across diverse case types
Experience managing escalated cases and VIP stakeholder requests with demonstrated ability to maintain confidentiality and deliver exceptional service under pressure

Core Competencies:

Leadership & coaching: Ability to guide, mentor, and develop team members to achieve high performance and service standards.
Operational excellence: Strong focus on process improvement, accuracy, and efficiency in case and transaction management.
Customer focus: Commitment to delivering exceptional service and resolving issues promptly.
Collaboration: Work effectively across teams, functions, and regions; fosters a supportive team environment.
Judgment & problem-solving: Apply sound decision-making to routine and complex issues, escalating appropriately.
Adaptability: Comfortable with change, flexible in approach, and able to manage competing priorities.
Continuous improvement: Proactively identifies opportunities to enhance processes and service quality.

Communication & language:

Fluent English (essential for documentation and stakeholder communication);
additional languages strongly preferred (Chinese, Japanese, Korean)

Technical proficiency:

Advanced HRIS knowledge with ability to navigate complex system configurations
Case management expertise using enterprise ticketing and workflow systems
Data analysis capabilities for trend identification and process improvement insights

Working Conditions

This role is hybrid

Culture Commitment

Ensure adherence to company's values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity – Create an Environment of Trust

Collaboration – Innovate Through the Sharing of Ideas

Accountability – Own the Process and the Outcome

Respect – Recognize the Value in Everyone

Enthusiasm – Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Responsibilities

Lead and manage the Case Management & Employee Support team, ensuring effective and efficient HR support for employees and managers across ROA.
Handle complex HR cases, providing expert advice and guidance to employees and managers.
Triage and prioritize HR support requests, ensuring a swift and appropriate response.
Process and manage HR transactions, maintaining accurate records and ensuring data integrity.
Escalate and resolve critical HR issues, working closely with the HR Operations team and other stakeholders.
Support process improvement initiatives, identifying areas for optimization and implementing best practices.
Foster a collaborative and supportive team environment, promoting open communication and knowledge sharing.
Mentor and develop team members, providing regular feedback and performance evaluations.
Stay updated with HR policies, procedures, and legal requirements, ensuring compliance across all support functions.

Qualifications

A bachelor's degree in Human Resources, Business Administration, or a related field is preferred.
Minimum 5 years of experience in HR operations, with at least 2 years in a team lead or supervisory role.
Strong knowledge of HR policies, procedures, and best practices, particularly in a shared services environment.
Excellent communication and interpersonal skills, with the ability to build strong relationships with employees and managers.
Proven leadership and team management skills, with a track record of developing high-performing teams.
Analytical and problem-solving abilities, with a proactive approach to identifying and resolving HR issues.
Proficiency in HRIS and relevant software, with the ability to adapt to new technologies.
Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks.
A results-driven and customer-centric approach, with a focus on delivering high-quality HR support.
Willingness to adapt and thrive in a fast-paced, dynamic work environment.

About Us

Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!

Note to recruiters and employment agencies: We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening.

About The Team

Coherent Malaysia (formerly known as II-VI Incorporated) began operations in 2001 through the incorporation of Finisar Malaysia with 300 headcounts, now employs over 3000 employees. Ipoh's assembly and test site for optical components, transceivers, and wavelength management equipment, remains committed to the expansion of Coherent Corporation, accelerated by the growth of next generation products to meet the increasing demands for network bandwidth and data storage.

Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!

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Senior Team Lead, HR Operations Specialist