Senior Executive / Assistant Manager, Shared Services

Updated: about 2 months ago
Job Type: FullTime

Senior Executive / Assistant Manager, Shared Services - 00DVF 



You will be responsible to: -

  • Perform the role of HR Shared Services Business User Lead for CRM system refresh/upgrade, working in collaboration with business users, NUS IT and vendor(s) to plan, coordinate and implement system and solutions.

  • Strengthen service partnership and reporting by implementing customer engagement initiatives, leveraging customer relationship management tools and data visualisation solutions to derive insights for operations and service excellence.

  • Strengthen operations and governance by proactively identify gaps and implement measures to improve process control and compliance.

  • Support the Helpdesk team with handling of phone and email enquiries, where necessary.

Roles and Responsibilities

HR Shared Services Business User Lead for CRM System

  • Work with business users to determine business requirements and translate business requirements to system functionalities and specifications in collaboration with NUS IT and vendor(s).

  • Review and address user feedback, propose system enhancements for improved user experience and system functionalities.

  • Undertake and support User Acceptance Testing (UAT), including coordinating UAT exercise with nominated testers and reviewing test results.

  • Understand the design and features of the system and communicate key information to business users.

  • Track achievement of project deliverables to ensure smooth and timely implementation of solutions and enhancements.

  • Keep Management updated on the project progress and guide business users through the implementation activities such as data migration, user training, briefings to stakeholders and change management initiatives.

Service and Operations Management

  • Devise and administer service excellence initiatives in HR Shared Services to drive operations and service excellence, including analysing survey feedback from closure of CRM tickets and administering internal staff recognition programme for service excellence.

  • Effectively use data visualisation tools such as Qlik Sense to design and develop HR Shared Services performance dashboards for Management reporting, highlight trends, insights and work with process owners to propose improvement plans.

  • Update and maintain news, announcements and dashboards in HR Shared Services web portal to keep it current and interesting for targeted audience, propose and carry out suggestions to improve content and design of web portal to increase visitor-ship and traffic.

  • Establish and communicate process-specific service catalogue and SLA across teams including implementing a service framework to manage suggestions, compliments, complaints and escalations at HR Shared Services level.

  • Manage auditors’ queries and reporting requirements.

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

  • Provide support for finance budgeting and accounting.

Helpdesk Management

  • Handle frontline phone and email enquiries channelled to HR shared services end-to-end till resolution, supported by FAQs, SOPs and CRM system.

  • Collaborate with business partners, centres of excellence and other departments to provide a joint and coordinated response or solution to customers.

  • Identify and escalate cases that require urgent attention to appropriate parties according to the service escalation framework.



  • Degree Holder with 3-5 years of relevant work experience in a similar capacity.

  • Excellent communication and interpersonal skills, with the ability to work collaboratively with stakeholders.

  • High level of initiative, meticulous and detailed oriented with strong organisation skills.

  • Ability to exercise sound and independent analysis and judgement on-the-job.

  • Comfortable working with data, systems and technology to derive meaningful trends, insights and propose recommendations.

: Human Resources
Primary Location
: Kent Ridge
: Office of Human Resources
:  Full-time - Fixed Term (Contract)
Job Posting
: 05/11/2020, 8:18:30 PM 

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