SBS Global Employee Services Support Hub Team Lead Analyst
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
The Lead Analyst partners closely with the Support Hub Supervisor and Customer Success Director to monitor service quality coach junior analysts and maintain Service Level Agreement(SLA) and knowledge base standards. This position demonstrates strong technical and problemsolving capabilities within systems such as Dayforce UKG Oracle HCM and ServiceNow. The Lead Analyst serves as a subject matter resource helping stabilize new processes support testing efforts and elevate the overall employee experience through efficient case resolution and continuous improvement.
Responsibilities
Employee Support Case Management & Issue Resolution
Serve as an advanced case resolver for complex Tier 1 inquiries that require deeper understanding of HR Time & Attendance and Payroll processes
Perform detailed triage root-cause investigation and escalation to Tier 2 COEs when needed ensuring clear documentation and context-rich case notes
Support multichannel service intake (portal chat phone email) while maintaining SLA CSAT accuracy and quality expectations
Team Leadership & Quality Assurance
Assist the Supervisor with monitoring case backlogs trends and common issues that require coaching or process adjustments
Provide informal guidance mentoring and on-the-job training to new or less-experienced analysts
Knowledge Management & Continuous Improvement
Identify recurring issues or gaps and recommend process improvements or knowledge updates to reduce repeat contacts and improve first-contact resolution
Support new process implementation and stabilization activities within the Employee Services ecosystem
Global Process Support & Collaboration
Collaborate with global peers HR partners and SBS ES COEs to resolve cross-functional issues and improve end-to-end workflows
- Risk Management & Compliance
Ensure accurate case documentation and proper handling of sensitive HR/payroll data
Qualifications
KNOWLEDGE & EXPERIENCE:
Required:
1. 4 years relevant in Employee Services HR Operations Customer Support and/or IT/HRIT systems support2. Strong written and verbal English communication
3. Experience using case management tools such as ServiceNow Zendesk JIRA etc.
Preferred:
2. Experience working withUKGDayforce and/orHR Systems (Oracle HCM Workday SuccessFactors etc.)handling operations troubleshooting and/or implementation
3. Working understanding of H2R processes including Time to Pay Workforce Management and HR Administration
4. Strong customer service orientation and empathy
5. Proven ability to analyze troubleshoot and resolve issues in high-volume time-sensitive environments
6. Strong organization prioritization and follow-through
7. Experience supporting a global workforce or working across time zones
8. Ability to teach and coach others; experience facilitating training and workshops
9. Demonstrated ability to influence cross-functionally with and without direct authority
10. Curiosity and initiative to learn new systems and processes quickly; embraces change
3.TECHNICAL/SKILL REQUIREMENTS:Required:
Proficiency with Microsoft Office products
Ability to analyze data identify trends and communicate insights
Required Experience:
IC
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purp ... View more
