Develop and update HR operation policies and procedures, ensure alignment with company strategy and legal requirements, and conduct training and communication to promote policy implementation.
Handle complex HR operation issues and inquiries from employees and managers, provide professional solutions and support, and continuously improve service quality.
Monitor and analyze HR operation metrics, identify areas for improvement, and propose and implement optimization plans.
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Manage workforce planning and recruitment activities for assigned outlets.
Identify training needs and provide coaching and guidance to team members on sales targets, outlet operations, store management, and customer service objectives.
Supervise and evaluate Outlet Supervisors on branch cleanliness, sales performance, and customer experience standards.
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Update reference materials such as user guides, presentations, internal platform WIKI community page postings, and auditor checklist in a timely manner.
Identify and contribute on audit process improvements, policy changes, and submission of “Ideas” to improve the audit processes
Achieve set target volume of ER audited per day and meet the SLA/TAT in conducting high quality audits for each ER in line with KPIs.
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Stakeholder Communication: Serve as the primary finance liaison to the business owner/management. Translate complex financial and fund performance data into clear, concise business insights, conducting regular financial briefings and reviews in professional Mandarin and English.
Audit & Compliance: Coordinate corporate tax computations, GST filings, and statutory submissions. Lead the year-end closing process and act as the key point of contact for external auditors, tax agents, and regulatory bodies regarding both corporate and fund entities.
Education: Bachelor’s Degree in Accountancy, Finance, or an equivalent professional qualification (e.g., ACCA, CPA, CA Singapore).
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Display high integrity on the job and comply with the Roche guidelines, including data privacy rules and regulations. Ensure consistent and reliable service delivery for customers serviced. Implement processes and initiatives to ensure continuous improvement as well as service enhancement. Align service delivery and quality with overarching objectives of the global People Support Solutions organization. Manage service quality expectations and address customer concerns. Ensure end to end ownership of resolution. Ensure operations according to defined KPIs and SLAs. Ensure regulatory compliance in line with the countries, customers, and regulations. Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way
CROSS-FUNCTIONAL COLLABORATION: Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness. Collaborate with peers within region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers. Achieve our People Support Solutions vision by driving global consistency through collaboration
OUTPUTS & DELIVERABLES: Continuous contribution to the improvement of the performance of the Shared Service Centre. Reaching high customer satisfaction through consistent, high quality delivery and application of customer care principles (measured by defined stakeholder feedback). Provide feedback, coaching and advice for contacts in both HR and the business (measured by defined stakeholder feedback)
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Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.
Answer contacts promptly and professionally
Log/Validate all contacts Call Handling Database
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Drafting complex/ nonstandard contracts or agreements for assigned Oracle line of business, country, by utilizing approved standard and non-standard options to address all contract variations requested by Sales.
Validate & Ensure prepared documents are in compliance with Oracle guidelines and policies (including Oracle’s business practices, pricing, licensing and revenue recognition principles) in order to mitigate Oracle's risk.
Project manage deals by collaborating and bringing all teams such as Finance, Legal, Compliance, sales, DPOs etc on one single platform.
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Ensure compliance with accounting standards and statutory requirements in Malaysia.u Prepare financial reports and provide support for management review and decision-making.
Liaise closely with management, auditors and tax advisors on financial-related matters.
Perform other accounting and finance duties as assigned by management.
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