Mgr - Human Resources & Service Operations (MY)

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Responsibilities

Oversee the daily operations of the shared service centre, ensuring timely and accurate delivery of services across supported functions (e.g., HR, payroll, finance, procurement); Develop, implement, and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure service excellence; Identify opportunities for process optimization, automation, and standardization to enhance efficiency and reduce costs; Collaborate with internal stakeholders and external vendors to ensure alignment of shared service centre activities with business objectives; Manage escalations and resolve issues related to service delivery while maintaining high levels of customer satisfaction; Ensure compliance with company policies, local regulations, and global standards in all shared service centre activities; Support the Regional HR Director, APAC, and local leaders with all HR-related programs, processes, and initiatives; Administer compensation, benefits, and performance management systems effectively; Conduct and coordinate new-hire orientation, ensuring a positive onboarding experience for employees; Assist in preparing training sessions and meetings while analysing training needs to design employee development programs; Plan and implement staff career advancement, succession planning, and employee engagement initiatives; Provide advice and counsel to employees on HR queries, employee relations matters, and disciplinary/grievance handling; Assist supervisors and departmental heads in administering appropriate disciplinary procedures; Maintain personnel files, ensuring all documentation is compliant with legal requirements and company policies; Ensure compliance with local labour laws, including the Employment Act, and manage work pass applications, renewals, and cancellations for foreign employees; Work closely with the Finance Manager to oversee monthly payroll processing and maintain related records; Complete required documentation for HR activities such as new hire paperwork, status changes, compensation requests, and HRIS updates; Provide local administration for company-wide programs such as service awards, performance management, and compensation processes; Facilitate the administration of onboarding and offboarding processes, including issuing staff IDs, setting up IT accounts, and preparing workspaces; Maintain and promote positive and professional relationships with associates and management; Plan and organize staff recreation and engagement activities, including group health checks, celebrations, and annual company events; Facilitate organizational changes to ensure smooth transitions for all levels of employees; Ensure all HR-related activities comply with legal requirements and relevant labor laws; Consult with local personnel management agencies and labor departments on staff social insurance and other HR-related matters; Complete all informational reports as required by the Regional HR Director, APAC, and the local leaders; Participate in HR conference calls and serve as a communication conduit for updates on HR programs, policies, and benefit changes; Support regional and global HR projects and initiatives, ensuring alignment with organizational goals; Act as a key liaison between the local team and regional/global HR teams to drive consistency in policies and processes; May involve collaboration across different time zones and regions

Requirements

Minimum Degree holder or equivalent in business administration and human resources, or a related field; 5 to 8 years of directly related and progressively responsible experience in human resources and/or shared service Centre operations; Proven experience in managing multi-functional service delivery operations and HR programs; Strong verbal and written communication skills in English; Strong organizational skills, attention to detail; Ability to resolve associate issues quickly and efficiently; Familiarity with local employment laws; Strong leadership and people management skills, with the ability to inspire and motivate teams; Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders; Strong organizational skills, attention to detail, and accuracy; Thorough knowledge of local labour laws and regulations; Effective decision-making skills; Adept at handling sensitive and confidential situations

Nice to have

Proactive by nature and be highly focused under pressure; Excellent presentation skills; Ability to represent a positive and professional image; Proficiency in HRIS systems, payroll software; Strong knowledge of Microsoft Word, Excel, Power Point and Outlook