29 Direct Service Roles jobs in Malaysia

Overview
THE ROLE:

Seeking an experienced and detail-oriented HR Operations Specialist to join our Global Shared Services Team. This role plays a critical part in delivering high quality, efficient, and compliant HR Operational support across the employee lifecycle for APAC regions. This ideal candidate will thrive in a structured, and customer- focused environment.

Qualifications
HOW YOU WOULD CONTRIBUTE:

• Ensure that HR transactional processes meet each function's business needs in a user-friendly manner, with global standardization and automation as appropriate
• Ensures an appropriately skilled GBS workforce prior to any services being delivered
• Serves as a daily operational contact for discussion and evaluation of any additional service lines added to the scope of administrative services
• Ensures service partnership agreements (SPA's) are met across all key customer groups
• Responsible for daily operations and service provisioning for the HR transactional services team within the Regional Global Business Services Center
• Manage performance through metrics and key performance indicators (KPIs) covering HR transactional processes end-to-end to continuous process improvement goals
• Ensure that the HR records and systems comply with applicable local, regional, and international Policy, Human Rights, Freedom of Information and Protection of Privacy, Employment/ Labor Laws, and all Legislative & Regulatory Standards
• Drives and promotes the enhancements and improvement of services, work instructions, metrics, knowledge articles and additional resources that the service center uses for its daily operation and compliance
• Participate in and support the Project team discussions to ensure that all new services or enhancements meets both GBS and HR requirements and are aligned with the GBS service centers strategy
• Participate in internal audits and support compliance requirements as needed
• Support process documentation and knowledge sharing within the HR team
• Collaborate with cross functional teams such as Payroll, Talent Acquisition, COE for seamless employee experience

WHAT'S SPECIAL ABOUT THE TEAM:

• Hybrid shared service model
• Peer supportive culture

SUPERVISORY RESPONSIBILITIES:

• Do not have any direct reporting responsibilities, but it plays a key role in supporting multiple stakeholders across the organization

SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:

Skills:

• Proactive, self-motivated, enthusiastic, goal and results oriented.
• Strong Customer Service Focus, to both internal & external customers
• Strong communication and interpersonal skills
• Results driven leadership style
• Embraces and drives change; stays abreast of best practices in HR and aspires to leverage new technologies as appropriate
• High accuracy and attention to detail
• Basic understanding of Digital Workforce Transformation, HCM & Talent Management domains and trends in the marketplace
• Strong knowledge of internal controls, segregation of duties and compliance best practices
• Previous experience managing or implementing HCM Talent Management processes and/or systems, including content management systems/processes and UX/UI Design

Languages:

• English

Education

• B.A. in Business Administration required with a focus on Human Resource Management

PREFERRED QUALIFICATIONS:

• 4 - 6 years of experience in HR operations or HR shared services
• Familiarity with HR platforms and ticketing system is essential
• Desirable experience in managing HR transactional business services or shared services, process improvement and management of operational services delivery in HR
• Desirable experience Service Delivery or business transformation projects – strategy and/or deployment
• Experience in regional or global shared service environments
• Exposure to process automation tools or Lean/Six Sigma initiatives

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Subang Jaya, Selangor, Malaysia

Human Resource – People Services / Permanent, Full-time / On-site

• Support the end-to-end payroll process, ensuring timely and accurate salary processing for all employees.
• Assist in the preparation and submission of statutory payments (EPF, SOCSO, EIS, income tax) within required timelines.
• Maintain accurate employee payroll records in HRIS/Payroll systems and ensure data integrity at all times.
• Prepare and verify payroll reports, payslips, and ad-hoc payroll-related data requests.
• Provide first-level support to employees on payroll-related queries and escalate when necessary.
• Assist in tracking and resolving payroll requests to prevent missed deadlines or errors.
• Keep updated on payroll regulations and statutory requirements to ensure compliance.
• Support internal and external audit processes by preparing required payroll documents.
• Assist in identifying and implementing process improvements to enhance efficiency and accuracy.
• Collaborate with cross-functional teams (HR, Finance, etc.) to ensure smooth payroll operations.
• Uphold compliance to regulatory and Company standards, policies, and procedures in all activities and responsibilities within the Company.
• Undertake any other tasks or responsibilities as assigned by the Superior from time to time.

• At least 2–3 years of experience handling payroll operations (end-to-end exposure preferred).
• Hands-on knowledge of Malaysian payroll regulations, statutory requirements, and best practices.
• Proficient in HRIS/Payroll systems and Google Workspace (Sheets, Docs, etc.).
• Strong attention to detail, organised, and able to work with numbers accurately.
• Good communication and interpersonal skills to support employees and stakeholders effectively.
• Analytical and proactive in identifying discrepancies or areas for improvement.
• Bachelor’s degree in Human Resources, Business Administration, Accounting, or a related field (or equivalent experience).

Responsibilities

• Support the end-to-end payroll process, ensuring timely and accurate salary processing for all employees.
• Assist in the preparation and submission of statutory payments (EPF, SOCSO, EIS, income tax) within required timelines.
• Maintain accurate employee payroll records in HRIS/Payroll systems and ensure data integrity at all times.
• Prepare and verify payroll reports, payslips, and ad-hoc payroll-related data requests.
• Provide first-level support to employees on payroll-related queries and escalate when necessary.
• Assist in tracking and resolving payroll requests to prevent missed deadlines or errors.
• Keep updated on payroll regulations and statutory requirements to ensure compliance.
• Support internal and external audit processes by preparing required payroll documents.
• Assist in identifying and implementing process improvements to enhance efficiency and accuracy.
• Collaborate with cross-functional teams (HR, Finance, etc.) to ensure smooth payroll operations.
• Uphold compliance to regulatory and Company standards, policies, and procedures in all activities and responsibilities within the Company.
• Undertake any other tasks or responsibilities as assigned by the Superior from time to time.

• At least 2–3 years of experience handling payroll operations (end-to-end exposure preferred).
• Hands-on knowledge of Malaysian payroll regulations, statutory requirements, and best practices.
• Proficient in HRIS/Payroll systems and Google Workspace (Sheets, Docs, etc.).
• Strong attention to detail, organised, and able to work with numbers accurately.
• Good communication and interpersonal skills to support employees and stakeholders effectively.
• Analytical and proactive in identifying discrepancies or areas for improvement.
• Bachelor’s degree in Human Resources, Business Administration, Accounting, or a related field (or equivalent experience).

About The Team
The Community Customer Support team acts as the first point of contact for customer inquiries and complaints received via social media platform, delivering service that meets fintech industry standards. Building trust and rapport is crucial to creating a supportive and engaged community.

Job Description

• Respond to customer inquiries and complaints via phone, email, and chat, and ensure that all customer issues are resolved in a timely and satisfactory manner.
• Provide accurate information to customers about products, services, policies, and procedures.
• Escalate complex customer issues to the appropriate teams, and follow up to ensure that issues are resolved to the customer's satisfaction.
• Proactively monitor social media platforms to identify emerging trends, customer sentiment, feedback, potential risks, and issues; and provide feedback to cross-functional teams to help improve products, services, and processes.
• Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.
• Maintain accurate and complete customer records and logs.
• Stay up-to-date with product and service knowledge, and participate in training and development activities as required.
• Handle other tasks and responsibilities as assigned by the supervisor.

Requirements

• Minimum 1–2 years' experience in customer service or user experience, preferably in e-wallets, digital banking, or fintech.
• Passionate about online community building and customer satisfaction.
• Strong communication skills, with the ability to communicate effectively via phone, email, and chat.
• Strong customer service skills, with a proven ability to resolve customer issues in a timely and satisfactory manner.
• Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
• Ability to work independently and as part of a team.
• Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
• Availability to work flexible hours, including evenings and weekends, as required.

Overview

• Lead transformation in a dynamic, values-driven organisation.
• Influence culture and talent across the entire organisation.

Our client is a well-established, service-based organisation with a strong reputation for excellence, integrity, and people development. With a diverse workforce of both local and expatriate employees, the organisation operates in a complex, multicultural environment and is committed to delivering high-quality experiences to its stakeholders.

They known for their collaborative culture, inclusive leadership, and long-term investment in talent development. The organisation continues to grow steadily and offers a dynamic environment where human capital plays a central role in sustaining its success.

• Partner with the Senior Leadership Team (SLT) to regularly review the organisation's strategic plan and align HR strategies to support long-term objectives.
• Act as a trusted advisor and strategic partner to the CEO/MD and SLT.

• Provide strategic direction and leadership for HR initiatives across the organisation, including: Designing and implementing consistent and effective recruitment and selection methodologies, both local and expatriate.
• Leading reward strategies, staff engagement, performance management, and career development programmes.
• Driving employee relations strategies, including HR policy development aligned to legislation and best practice.
• Developing leadership capabilities and professional excellence through structured staff development programmes.
• Creating effective communication and engagement frameworks across the workforce.
• Promoting a culture of coaching, collaboration, and high performance.

• Build and sustain a strong organisational culture and sense of team spirit, ensuring achievements are recognised and celebrated.
• Lead investigations and resolution of disciplinary matters and grievances.
• Ensure compliance with labour law and statutory requirements.
• Represent the organisation in HR-related matters with external agencies and bodies (e.g., Industrial Court).

• Oversee recruitment for all employees, contractors, and third-party providers.
• Ensure HR documentation and records are accurate and compliant.
• Manage HR administration processes, including best practice in recruitment and onboarding.
• Oversee staff healthcare benefits and insurance programmes.
• Work with relevant teams to ensure smooth onboarding of expatriate staff.
• Manage the HR Department budget.

• As part of the SLT, contribute fully to organisational initiatives, including:
• Leading professional development initiatives.
• Building leadership capacity across teams.
• Taking accountability for budgeting and financial controls.
• Supporting organisational growth and branding.

• Minimum degree qualification with at least 15 years' progressive HR experience
• Background in service-based industries (hospitality, healthcare, education, professional services)
• Proven track record in strategic HR leadership within complex organisations
• Strong expertise in talent management, employee relations, and Malaysian employment law
• Experienced in leading HR teams and partnering with senior leadership
• Excellent communication, leadership, and problem-solving skills
• Demonstrates integrity, empathy, and mutual respect with a genuine commitment to employee wellbeing and growth

• A strategic leadership role with direct impact on organisational culture and people strategy
• Opportunity to work in a Diverse, multicultural environment with both local and expatriate employees
• A values-driven organisation built on integrity, empathy, and mutual respect

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