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JOB RESPONSIBILITIES
The Manager, People Operations is responsible for designing, standardizing and continuously improving people operations processes across the employee lifecycle. This role leads SOP development, process optimisation, and HR automation initiatives to ensure operational efficiency, compliance, and scalability in a fast-growing fintech environment.
KEY RESULTS AREA
People Operations Process Design & Improvement
- Review, map, and redesign end-to-end people operations processes across onboarding, employee lifecycle management, payroll, benefits, and offboarding
- Identify inefficiencies, manual workarounds, and control gaps; implement streamlined, standardised, and scalable solutions
- Drive continuous improvement initiatives using data, root-cause analysis, and feedback from stakeholders
- Lead or support cross-functional projects in People Operations and service improvement
- Support change management and training efforts for new People Operations processes or systems
SOP Development & Governance
- Develop, review, and maintain clear, auditable SOPs, work instructions, and process flow documentation for all People Operations activities, ensuring SOPs are aligned with labour laws, internal policies, Delegation of Authority Limits (DAL), and fintech regulatory expectations
- Establish SOP governance, version control, approval workflows, and periodic review cycles related to People Operation
People Operations Process Automation & Digitalization
- Lead automation of People Operations processes through HRMS, workflow tools, and system integrations
- Partner with People Systems & Transformation team to configure HR systems, implement enhancements, and test automated workflows
- Reduce manual intervention, improve data accuracy, and strengthen audit trails through automation
Compliance, Risk & Controls
- Ensure People Operations comply with employment laws, data protection, and internal controls
- Prepare HR metrics, dashboards, and compliance reports to support audits and business decision-making
- Support internal and external audits by providing SOPs, process documentation, and evidence of controls
- Proactively identify people operations risks and recommend mitigating controls
Reporting & Metrics Projects & Continuous Improvement
- Define and track people operations KPIs (cycle time, error rate, automation rate, SLA adherence)
- Prepare dashboards and insights to support decision-making and continuous improvement
Job Requirements:
- Bachelor's degree in human resources, Business Administration, Operations Management, or a related discipline
- Proven years of experience in People Operations/shared services with significant exposure to process improvement, SOP writing and automation
- Hands-on experience implementing or optimising HRMS and workflow automation tools
- Strong knowledge of local employment regulations and HR compliance requirements
Key Competencies:
Technical
- Strong expertise in process mapping, SOP writing, and operational governance
- Experience with HRMS, workflow tools, and digital automation (e.g., SAP SuccessFactors, Workday, or equivalent)
- Experience in HR data analytics, reporting, and dashboarding tools (e.g., Power BI, Excel)
- Knowledge of payroll interface and benefits administration processes
- Ability to translate regulatory and policy requirements into practical, executable processes Strong process improvement and documentation skills
Behavioural
- Structured, detail-oriented, and risk-aware mindset
- Strong problem-solving and continuous improvement orientation
- Effective communicator able to influence across functions
- Comfortable operating in fast-paced, evolving environments
Our Perks and Benefits:
- Flexi clock-in hours.
- Monthly eWallet allowance.
- Additional 1% employer EPF contribution from your 1st to 3rd year of service, with further increases based on your continued years of service.
- Unlimited office pantry fruits, snacks and drinks.
- Mobile and broadband subscription reimbursement.
- Flexibility to opt dependants coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
- Additional leave including family leave and paid care leave to care for family members.
- Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (TCM) and Chiropractic.
- Corporate membership discount and many more to explore.
We believe that you have what it takes to fit into the Touch n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!
Touch n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch n Go's policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: [Confidential Information]
Note: Only shortlisted candidates will be contacted.
