Job Description

To deliver expert-level HR service for employees and managers across APAC, including escalated cases and VIP requests, handling the full spectrum of HR cases from routine to highly complex matters with exceptional knowledge and judgment while ensuring accurate, timely, and compliant HR support across the complete employee lifecycle. This senior role offers the opportunity to leverage extensive expertise in global HR operations, applying advanced knowledge to all case types while making a direct impact on employee experience for thousands of employees across multiple markets.

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

Key Responsibilities:

Service delivery & customer excellence

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

Transaction management & data integrity

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

Process excellence & continuous improvement

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

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
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

Organizational relationships:

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)

Job requirements:

Essential experience:

5-6+ years in HR operations, shared services, HR Generalist roles, or related fields with demonstrated progression in case complexity
Expertise in HR case management, from routine queries to complex employee relations across Malaysia, Singapore, Philippines, Taiwan, Korea, Japan, Vietnam, India and Thailand
Advanced HRIS experience with expert-level system navigation, transaction processing, and troubleshooting capabilities
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:

Expert efficiency: Ability to quickly assess and appropriately handle cases across all complexity levels using extensive experience
Advanced judgment: Sound decision-making across routine and complex matters requiring discretion, business acumen, and regulatory knowledge
Comprehensive expertise: Deep knowledge of HR operations enabling efficient resolution of any case type encountered
Sophisticated problem-solving: Ability to apply experience and knowledge to resolve challenges quickly and effectively regardless of complexity
Adaptability & expertise: Seamlessly transitions between routine and complex cases, applying appropriate level of analysis and attention
Cultural intelligence: Deep understanding of cross-cultural dynamics enabling effective case resolution across diverse APAC markets

Communication & language:

Fluent English (essential for documentation and stakeholder communication)
Additional languages strongly preferred for enhanced regional support (Vietnamese / Japanese / Korean / Filipino / Hindi / Thai / Mandarin)

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

What We Offer:

Career development within a global HR organization
Exposure to international markets and diverse HR practices across APAC
Skill development opportunities in specialized HR areas and emerging technologies
Hybrid flexibility combining collaborative office time with remote work efficiency
Global team collaboration with colleagues across multiple time zones and cultures
Modern technology stack and tools that enable efficient, high-quality service delivery

This role offers an exceptional opportunity to leverage extensive HR operations expertise while handling diverse cases and making a meaningful impact on employee experience across multiple markets.

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!

Senior HR Operations Specialist