Manager / Senior Manager

Updated: about 24 hours ago
Job Type: FullTime

Manager / Senior Manager - 00DI7 



Reporting to Head, Office of Human Resources Shared Services (OHRSS), you will support the implementation of service management initiatives to strengthen call centre support, service performance and client engagement. Lead design of dashboards, visualisations and events to enhance tracking, analysis and reporting of work transactions and service standards across operations and partnerships.

You will lead a team of HR Operations leads and specialists for the management of HR & Helpdesk function, as well as Finance, Procurement and Office function for internal Office of HR to fulfil external and internal service commitments. You will manage team workload and service delivery for timely and accurate transactions processing to meet Service Level Agreement (SLA) and Operations compliance. You will support external and internal initiatives across HR & Helpdesk, Finance & Procurement, and Service Management to improve operational and service excellence.

Duties & Responsibilities

Service Management

  • Strengthen service partnership, governance and reporting

  • Establish and communicate process-specific service catalogue and SLA across teams

  • Implement dashboards, reports and metrics to drive meaningful discussions with external and internal customers in HR shared services, Finance, Procurement, and Office functions

  • Leverage customer relationship management tool and visualisation solutions to support trends and themes to drive operations and service excellence

  • Implement customer engagement initiatives to strengthen sharing and partnership

  • Co-lead projects to implement enhanced solutions or new technologies

HR Operations

  • Collaborate with business partners, centres of excellence and other departments (eg payroll, legal, IT & vendors) to ensure the delivery of HR & Helpdesk functions

  • Lead a team of Operations leads and specialists to leverage on HR tools and systems to complete assigned work and ensure HR systems are maintained timely and accurately based on agreed procedures and standards

  • Implement a service framework to manage suggestions, compliments, complaints and escalations at OHRSS level

  • Manage auditors’ queries and reporting requirements

  • Proactively identify gaps and implement measures to improve process control and compliance

Finance, Procurement and Office functions

  • Be a valuable partner to internal OHR in the delivery of Finance, Procurement and Office functions

  • Manage budget planning and monitoring

  • Manage fixed assets accounting and processing of procurement, invoices, payments and claims

  • Manage office space, equipment and courier services

  • Participate in projects across functional shared services to support the migration of new processes and technology or process enhancements



  • Good Degree in any discipline

  • More than 12 years of working experience including 8 years preferably in a shared services environment

  • Functional knowledge of associated HR, Finance, Procurement business processes and practices

  • Experience in setting up a Customer Relationship Management or a Helpdesk solution

  • Knowledge of SAP HR, visualisation solutions and process improvement methodologies are advantageous

  • Proficient with information technology, including Microsoft Excel, Word and Powerpoint

  • Strong people management, facilitation and stakeholder management skills

  • Experience in leading teams, both internal and external

  • Results oriented with a service and process-centric mind-set

  • Resilient with the ability to deal with changing business requirements and challenging situations in a positive and productive manner

: Executive and Administrative
Primary Location
: Kent Ridge
: Office of Human Resources
:  Full-time - 
Job Posting
: 03/09/2020, 11:45:02 PM 

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