About Us
DFI Retail Group is a leading Asian retailer operating over 10,700 stores and employing more than 190,000 people across multiple retail formats. Guided by our purpose to Sustainably Serve Asia for Generations with Everyday Moments, we are committed to delivering quality, value and service while fostering a culture of collaboration, integrity and continuous growth.
DFI Retail Group is a member of the Jardine Matheson Group.
About The Role
Join our People Services Hub and play a key role in delivering a seamless employee experience across DFI Retail Group. As part of our HR shared services team, you will manage HR enquiries through our case management system, providing timely and accurate support while ensuring service excellence and SLA compliance.
Working closely with Centres of Excellence and HR teams, you will resolve employee enquiries, coordinate case escalations, maintain accurate records, and contribute to process improvements that enhance our People Services operations.
Key Responsibilities
- Own the end-to-end lifecycle of HR tickets, from intake and triage through resolution and closure.
- Respond to employee, manager and HR enquiries received via the HR case management/ticketing system.
- Prioritise and manage a high volume of HR cases while consistently meeting SLAs and quality standards.
- Route complex or specialised tickets to the appropriate HR Centres of Excellence (Payroll, Talent Acquisition, HRIS, etc.) and monitor progress until resolution.
- Maintain accurate case documentation, ensuring every interaction is properly recorded within the ticketing platform.
- Analyse recurring ticket trends and recommend improvements to reduce case volumes and enhance the employee experience.
About You
- Bachelor's Degree in Human Resources, Business Administration or a related discipline.
- 1–2 years of experience in HR Operations, HR Shared Services, Employee Services or a customer support environment, preferably with case management experience.
- Proficiency in English and Chinese/Cantonese is required (supporting Hong Kong DFI employee's tickets)
- Experience using HR systems such as SAP SuccessFactors, Workday or other HRIS platforms is an advantage.
- Fresh graduates are welcomed to apply
- Strong customer service mindset with excellent communication and interpersonal skills.
- Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.
- High level of integrity, attention to detail and problem-solving ability.
