Team Lead – Helpdesk (HR Shared Services)

Position Summary:

To lead the HR Helpdesk team in delivering timely accurate and compliant responses to employee and manager queries across APAC and EMEA regions. The role is responsible for driving first-contact resolution team capability development knowledge management and continuous improvement initiatives. Additionally the Team Lead plays a key role in the successful establishment stabilization and sustainability of the APAC HR Shared Services Centre (HRSS) supporting process standardization system migrations and quality controls.

Scope of Role:

APAC & EMEA regional coverage (Rest of Asia China and EMEA markets).

Direct supervision of Helpdesk Specialists handling Tier 0/Tier 1 HR inquiries.

Key Responsibilities:

Team Leadership & Operational Management

1. Manage daily operations of the Helpdesk team including workload allocation performance monitoring coaching and development.
2. Conduct regular team meetings and one-on-one sessions to ensure SLA compliance and continuous skill enhancement.
3. Lead onboarding and training initiatives for new Helpdesk staff to ensure proficiency in HR systems processes and customer service standards.

Service Delivery & Case Management

1. Oversee case management activities to meet agreed SLAs quality standards and First-Time-Right resolution targets.
2. Review and approve case escalations ensuring timely and appropriate resolution in line with escalation protocols.
3. Monitor case trends and provide actionable insights to HR Operations and COEs for service improvements.

HRSS Setup & Sustainability Support

1. Actively participate in HRSS setup activities including system testing (UAT) data migration validation and knowledge transfer sessions.
2. Support the development and maintenance of SOPs process maps and the Helpdesk knowledge base to ensure up-to-date and standardized procedures.
3. Implement and monitor quality controls such as First-Time-Right checks and audit readiness activities within the Helpdesk team.

Knowledge Management & Continuous Improvement

1. Maintain and regularly update the Helpdesk Knowledge Base to reflect current HR policies processes and FAQs.
2. Identify recurring queries and root causes collaborating with stakeholders to recommend process enhancements that reduce case volume and improve service quality.
3. Foster a culture of continuous learning and knowledge sharing within the team.

Stakeholder Engagement & Compliance

1. Liaise with HR Operations COEs and other HRSS teams to resolve cross-functional issues impacting service delivery.
2. Ensure compliance with local statutory requirements company policies and data privacy regulations in all Helpdesk operations.
3. Support internal and external audits by providing required documentation and evidence of Helpdesk activities.

Organizational Relationships:

Reports to: Senior Team Manager HR Operations

Direct Reports:

Indirect Reports (through Direct Reports):

Dotted Line (Matrix) Reports:

Primary Location: Penang Malaysia

Job Requirements:

Education:

Bachelors degree in Human Resources Business Administration or related discipline

Skills & Experience:

Minimum 4 years experience in HR Shared Services or Helpdesk roles with at least 2 year in a supervisory capacity.

Proficient in HCM platforms (Oracle SuccessFactors) and Case Management Systems.

Strong customer service orientation with ability to handle high-volume query environments.

Knowledge of APAC and EMEA HR policies and statutory requirements.

Excellent communication leadership and team coaching skills.

Languages:

English at least one additional language (Vietnamese / Japanese / Korean / Filipino / Hindi).

Competencies:

Customer Focus:Committed to delivering excellent service and positive employee experiences.

Leadership:Effectively develops motivates and manages a high-performing Helpdesk team.

Problem Solving:Addresses complex queries efficiently and ensures proper escalation.

Collaboration:Works seamlessly with cross-functional and multicultural teams.

Continuous Improvement:Drives process and knowledge enhancements proactively.

Key Performance Indicators (KPIs) & SLAs:

1. Case resolution within SLA: 95%
2. First Contact Resolution Rate: 80%
3. Customer Satisfaction (CSAT) score: 4.5 / 5.0
4. Knowledge Base update compliance: 100% within 5 working days of changes
5. Team attendance and adherence: 98%

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