Job Details
Job Description:
Position Summary
The HR Service Center Specialist delivers high-quality, transactional, customer-focused support to employees and managers across the employee lifecycle. This role serves as the primary point of contact for HR inquiries, executes HR transactions in Workday, manages cases through ServiceNow and ensures timely, accurate, and compliant HR service delivery aligned to established SLAs. This position operates within a shared services model and partner with Business HR and centers of excellence for escalated or complex matters.
Key Responsibilities
HR Operations & Case Management
- Serve as the first point of contact for employees and managers for HR inquiries.
- Manage and resolve cases using ServiceNow in accordance with established SLAs.
- Execute onboarding transactions, onboarding activities documentation coordination and background check processing.
- Process offboarding transactions including terminations, separation documents and coordinating with IT, Payroll, and HR business partners.
- Support standard HR processes including benefits inquiries and leave administration support.
- Escalate complex or policy sensitive matters to Business HR or Centers of Excellence, as appropriate.
Workday Transactions & Data Integrity
- Accurately execute HR transactions in Workday across the employee lifecycle
- Maintain and audit employee data to ensure system accuracy and compliance
- Generate HR documentation including offer letters, job change notices, employee verification letters, and separation documents.
Process Improvement & Documentation
- Maintain and update HR knowledge articles, FAQs, and SOPs to ensure accurate self-service support.
- Participate in UAT testing for Workday and ServiceNow enhancements.
- Develop job aids/process documentation to support consistent service delivery.
- Contribute to continuous improvement initiatives to enhance efficiency and service quality.
- Additionally, support HR initiatives and projects as required.
Compliance & HR Governance
- Ensure HR transactions comply with employment regulations and internal policies.
- Maintain confidentiality and proper handling of sensitive employee information.
- Support internal audits, reporting, and compliance-related activities.
Customer Service & Collaboration
- Deliver responsive, professional, and solution-oriented HR support to employees.
- Partner with Business HR, Talent Acquisition, Benefits, Payroll, and other COEs to ensure seamless case resolution
- Promote employee and manager self-service adoption
Qualifications
Required
- Bachelor's degree in HR, Business Administration, or equivalent experience.
- 4+ years of experience in HR operations or shared services.
- Hands-on experience with Workday and ServiceNow case management.
- Strong Microsoft Excel skills (PivotTables, VLOOKUP).
- Strong attention to detail and ability to manage high-volume transactional work.
- Excellent communication and customer service skills.
Preferred
- Experience in a high-volume, SLA-driven shared services environment
- Strong understanding of HR processes and employment regulations, with experience supporting system testing and process documentation initiatives.
Core Competencies
- Customer Focus I Problem Solving I Attention to Detail I Collaboration I Confidentiality & Integrity I Time Management I Continuous Improvement Mindset
Working Conditions
- Shift work is required.
- Onsite presence is required during normal working hours.
- Occasional extended hours may be required during cyclical HR events.
Job Type
Regular
Shift
Shift 1 (Malaysia)
Primary Location:
Penang 15, Penang, Malaysia
Additional Locations:
Posting Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.
