Team Leader - HR Services (ECC)

DHL Express


Date: 3 weeks ago
City: Petaling Jaya
Contract type: Full time
Job Purpose

Develop and administer HR Administration/Shared Services processes to deliver best in class HR services, products and systems in line with business needs, HR Shared Services plans, service quality standards and budgets.

Differentiator


  • Subject matter expert who applies advanced knowledge of job area typically obtained through advanced education and work experience.
  • Manage projects / processes, working independently with limited supervision.
  • Problems faced are difficult and sometimes complex.
  • Focal point to address interdependencies with all parties (i.e. internal and external).


Key Tasks


  • Define and execute plans including metrics for own area in line with overall HR Administration/Shared Services strategy.
  • Ensure inquiries are distributed and resolved efficiently through appropriate systems and escalation process.
  • Conduct regular audits to ensure responses are accurate, professional and aligned with organizational guidelines.
  • Identify areas of improvement in processes and workflows to enhance service quality.
  • Address complex or sensitive issues escalated by team members and ensure proper resolution.
  • Generate ideas and review existing HR services, products, processes, and tools to meet current/future needs, improve service delivery quality and streamline processes and services.
  • Maintain reports on service levels, trends and team performance.
  • Ensure employee data and issues are handled in compliance with Company policies and data protection regulations.


Stakeholders


  • Collaborate with stakeholders to resolve employee issues/inquiries effectively.
  • Provide technical guidance to Line Managers and Employees.
  • Build strong, trusting cross-functional relationships with DHL Managers.


Management Responsibility


  • Supervise and coach a team of HR representatives handling employee inquiries.
  • Ensure policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
  • Setting goals and objectives for team members for achievement of operational results.


Skills


  • Coaching and mentoring
  • Conflict resolution
  • Knowledge in HR policies and procedures
  • Performance Management
  • Compliance awareness
  • Customer Relationship Management
  • Stakeholder Engagement
  • Service quality focus - Influencing, Feedback, Presentation & Storytelling, Facilitation
  • Cross-functional coordination.


Qualifications & Key Requirements

Education Level


  • Bachelor’s Degree
  • HR Certification


Experience Level


  • More than 5 years’ experience.
  • Exposure with relevant key aspects of HR processes including Talent, C&B, ER / IR, etc.
  • Team Leadership – Small/medium size teams.
  • Experience in HR Shared Services tools.
  • Business understanding.
  • Worked in a Global or Regional HR Shared Services function, handling inquiries across multiple countries.
  • Proven experience in building and maintaining relationships.

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