HR Shared Services Helpdesk â Senior
HR Shared Services Helpdesk â Senior
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Job Description
Position Summary:
The HR Shared Services Helpdesk (Senior) role serves as a subject matter expert and escalation point for Tier 1 HR operations. The role ensures the delivery of accurate timely and high-quality HR support while coaching junior team members promoting HRSS best practices and contributing to process improvements and transformation initiatives. The Senior Helpdesk role plays a critical part in maintaining compliance strengthening knowledge management and achieving HRSS service excellence and success metrics.
Scope of Role:
APAC & EMEA regional coverage (ROA China EMEA and new HRSS migration markets).
Key Responsibilities:
- Manage complex sensitive or high-impact Tier 1 HR queries and provide resolution in line with HRSS best practices.
- Act as an escalation point for junior helpdesk staff before cases are referred to Tier 2 (COE) or HRBPs.
- Monitor case queues redistribute workload and ensure SLA compliance.
- Provide training coaching and ongoing guidance to junior helpdesk team members to improve accuracy and efficiency.
- Review and update helpdesk SOPs in line with policy or process changes.
- Participate in continuous improvement activities for helpdesk processes.
- Actively upkeep the Knowledge Management system with new queries and maintain an updated depository of information.
- Ensure adherence to statutory company policy and audit requirements in all helpdesk activities.
- Support deployment of new HR tools systems or service enhancements.
- Collaborate with other HRSS teams to ensure end-to-end resolution of employee issues.
- Contribute towards HRSS organizational setup and transformation goals by supporting governance frameworks KPI tracking and employee experience initiatives.
Organizational Relationships:
Reports to: Team Lead HR Helpdesk
Direct Reports:
Indirect Reports (through Direct Reports):
Dotted Line (Matrix) Reports:
Primary Location: Penang Malaysia
Job Requirements:
Education:
Minimum Diploma in HR Business Administration or related field.
Skills & Experience:
Minimum 4 years HR or helpdesk experience in a shared services environment.
Strong working knowledge of HCM systems such as Oracle SuccessFactors or Workday.
Excellent communication skills and the ability to handle sensitive matters with discretion.
Demonstrated commitment to HRSS best practices and continuous service improvement
Languages:
English at least one additional language (Vietnamese / Japanese / Korean / Filipino / Hindi).
Key Performance Indicators (KPIs) & SLAs:
- Escalation resolution rate: 90% without Tier 2 involvement.
- SLA adherence: 97%.
- Improvement in junior staff accuracy post-coaching: 80%.
- CSAT: 4.6/5.0.
- Zero compliance breaches in data handling or statutory requirements.
CultureCommitment
Ensure adherence to companys values (ICARE) in all aspects of your position at Coherent Corp.:
Integrity Create an Environment of Trust
Collaboration Innovate Through the Sharing of Ideas
Accountability Own the Process and the Outcome
Respect Recognize the Value in Everyone
Enthusiasm Find a Sense of Purpose in Work
Employment Type
Full Time
