Senior Team Lead, HR Operations Specialist

Scope of Role

• Regional coverage: ROA, supporting employees and managers across multiple jurisdictions
• Team leadership: Directly leads the HRSS People Central Case Management & Employee Support team
• Escalation & coordination: Acts as first point of escalation for the team, collaborates with HR Manager and Director on escalations and VIP cases, and supports operational coordination
• Transaction management: Oversees and participates in the accurate and timely processing of routine HR transactions (e.g., onboarding, changes, exits, data updates, time attendance) for Tier 0/1 cases
• Work arrangement: Based in Penang, Malaysia, with flexibility to work staggered hours as needed to support extended service coverage for rest of Asia.
• Impact: Ensures high-quality, timely Tier 0/1 HR service delivery, effective triage and escalation, and continuous improvement in employee experience

Key Responsibilities

Team leadership & service delivery

• Lead, coach, and develop the People Central Case Management & Employee Support team
• Foster a culture of adaptability and continuous learning within the team.
• Ensure timely, accurate resolution of Tier 0/1 HR queries and transactions
• Oversee case triage, ticket routing, and escalation as needed
• Maintain high standards of customer service and data integrity

Escalation & collaboration

• Act as first point of escalation for the team and participate in the broader escalation pool
• Manage and escalate VIP/priority cases to Director, Manager, and self as required
• Collaborate closely with the HR operations team, the Malaysia hub and participate in joint coverage for staggered hours
• Support seamless handoffs and knowledge sharing with Glasgow People Central hub
• Support operational planning including coverage coordination, process improvements, and team development activities