[ref. c77677521] People Services Cluster Lead (SEAT, ANZ & North Asia)
What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question.
With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, we’re uniquely placed to do this and to grow a strong, successful business.
This is an exciting time to join us and help shape the future. It’s an opportunity to be part of something special.
About the role
As the People Services Cluster Lead, this role will be accountable for the delivery of end-to-end HR Services and its activities for 11 countries, ie. Singapore, Malaysia, Thailand, Indonesia, Vietnam, Philippines, Taiwan, Australia, New Zealand, Japan & Korea.This role will be based in Malaysia and reports into Regional Head of People Services, APAC.
Key responsibilities- Provide guidance and support to People Services Specialists across Tier 1 & Tier 2, ensuring they have the resources and direction needed to effectively handle queries and cases within their respective clusters and countries with an emphasis on service quality.
- Lead and manage the operational performance of People Experience Partners across the Cluster, ensuring alignment with organizational goals, optimizing service delivery, and maintaining a high standard of employee experience.
- Monitor the performance and productivity by conducting regular evaluations to ensure the team provides timely resolution on cases and maintains employee files and records in accordance with SLAs and KPIs.
- Serve as a point of escalation that cannot be resolved by team, ensuring timely and appropriate resolution.
- Collaborate with the wider People Services, HR, process leads and country / cluster teams on projects, process enhancements and initiatives to enhance overall consumer satisfaction.
- Ensure adherence to audit and regulatory requirements both internal and external, ensuring risks are mitigated. Address audit queries raised by Risk and Compliance and Audit teams.
- Drive employee engagement and motivation through recognition, feedback, and professional development opportunities
- Lead and champion continuous improvement initiatives by identifying opportunities for process optimization, implementing best practices, and driving cross-functional collaboration to enhance operational efficiency and team performance.
- Foster a culture of growth and development by mentoring team members, providing constructive feedback, and creating individualized development plans to build skills, enhance performance, and support career progression.
- Manage HR projects by developing plans, allocating resources, and ensuring timely execution within scope and budget. Collaborate with cross-functional teams to implement technology and process improvements while keeping stakeholders informed.
Qualifications and skills
Technical- Operations Management: Lead Tier 1 and 2 teams to ensure timely, high-quality service aligned with SLAs and KPIs.
- Process Improvement: Drive continuous improvements to optimize processes and boost efficiency.
- Analytical and able to interpret metrics and generate insights from data.
- Project Management: Oversee and manage HR projects, ensuring on-time, on-budget delivery while engaging stakeholders.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders to ensure alignment, trust, and successful collaboration.
- Experience with Workday, ServiceNow or other HR systems are desirable but extensive trainings will be provided.
- Fluent spoken and written English is essential and possess language capability in one of the Asian languages; ie. Mandarin, Japanese or Korean would be an added advantage.
- Leadership: Inspire and guide teams with clear direction, fostering a culture of accountability and growth.
- Problem-Solving: Quickly assess issues, provide solutions, and ensure resolution in a timely and effective manner.
- Adaptability: Embrace change and adjust to new challenges, driving continuous improvement and innovation.
- Change Management: Lead teams through change with resilience, ensuring smooth transitions and buy-in for new initiatives.
Care to join us. Find out what life at Haleon is really like www.haleon.com/careers/
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