Responsibilities
• Lead People Services team to provide support to all institutions in a consistent, accurate and timely manner. This includes areas such as work passes, licensing matters for designated job groups and HR contact channels to service employee queries and requests.
• Lead the office that implements, sustains, and continuously reviews programmes that enhance the service and quality standards of GSS.
• Ensure the services are delivered in compliance with HR policies and Singapore legislation requirements.
• Ensure that GSS service level agreements (SLA) and key performance indicators (KPIs) are consistently met, reviewed and revised when appropriate.
• Analyse, suggest, design and implement work processes and system enhancements to continuously fine-tune the quality of work performed by GSS. This may be within the immediate scope or the wider GSS scope and may involve the need to influence and convince multiple stakeholders to adopt the designed solutions.
• Manage the performance, competencies and morale of the team, coach the team members so that they could continuous improve on service delivery and the handling of complex issues independently.
• Actively participate in GSS strategy development and drive change management in GSS when organisational changes are introduced.
• Any other duties deemed reasonable and necessary by the business.
Requirements
• Degree in Human Resource or Business-related qualification.
• At least 12 years of HR experience of which 8 years are HR Operations experience and with in-depth knowledge of Singapore work pass statutory requirements.
• Minimum 8 years’ experience in people-manager role and has directly managed onsite resources.
• Prior experience in managing HR case management solutions and HR hotline will be an added advantage.
• Able to lead a team to achieve work targets and objectives.
• Able to identify, drive and see through the implementation of work improvement projects.
• Able to think on your feet, work on complex issues and problem solve effectively.
• Interested in exploring technological system solutions.
• Able to manage high volumes, work under tight timelines and respond positively to changing priorities.
Licence no: 12C6060
