Vacancy: HR Service Team Manager

Location: Kuala Lumpur

Job Family: Human Resources

As the HR Service Team Manager you will be responsible for the efficient and effective operation of the JMGS HR Service team across APAC region countries, to deliver a range of HR transactional and advisory services that support the business and the HR function globally.

You will lead a diverse, high-impact HR services team across APAC, ensuring seamless service delivery while driving process optimization and alignment with global standards.

You will be responsible for conducting ongoing reviews to ensure the achievement of agreed-upon SLAs and KPIs, as well as fostering a culture of continuous improvement throughout the team.

You will collaborate with senior leaders and HR Business Partners to provide strategic insights and data-driven solutions that improve workforce efficiency and service delivery across APAC and globally.

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story.

Your responsibilities:

• Operational Excellence: Overall accountability and responsibility for end-to-end delivery of HR administrative and advisory services for APAC market, including but not limited to end-to-end service delivery, HR query management and management of complex cases covering lifecycle events and HR administration. Acts as the key escalation point for APAC for complex cases, or cases with a high degree of impact on business outcomes, employee experience etc.
• Team Management: Leading extended diverse HR Service team of HR professionals across multiple countries in APAC, ensuring engagement and performance across the region. Develop and implement efficient, standard, and consistent processes and ways of working within the team to achieve high performing team and foster growth mindset.
• Customer Service: Lead excellent customer service and support to employees & manager within APAC market, about queries on HR policies, processes and procedures. Define, communicate, and monitor an appropriate set of KPI’s and service levels that are relevant to the operations of the market facing HR JMGS.
• Stakeholder Management: Interface and build strong relationships with key stakeholders: business leaders, sector HR, BPO and other stakeholders within the market. Work closely with global COEs (Centers of Excellence), HRBPs (HR Business Partners), and other regional leads to ensure consistency in HR service delivery

• Compliance&Risk Management: Ensure strong controls are in place and are working effectively while being compliant with the Group and other statutory requirements.
• Continuous Improvement: Drive continuous improvement initiatives and process standardization across the region, ensuring efficient and consistent service delivery. Leading problem solving and analysing HR service errors and risks, following up on issues and implementing changes/actions to prevent them in the future.

Requirements for the role:

• Experience in Global Business Services (GBS) or Shared Services environments, preferably in APAC.
• Understanding of HR services, including payroll, benefits, employee relations, onboarding, and HRIS (HR Information Systems) management.
• Ability to handle the complexity of multiple HR legal frameworks, work cultures, and operational challenges within the diverse APAC landscape
• Excellent Communication Skills: Ability to communicate effectively across different levels of the organization and manage relationships with multiple stakeholders.

Customer-Centric Mindset: A focus on delivering excellent employee experience and service quality.

How you will be rewarded:

We offer a competitive compensation and benefits package including bonus, excellent pension contributions and generous annual leave.

At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.

Johnson Matthey is open for discussion on part time, job share and flexible working patterns

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised

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How to apply:
If you have the necessary skills and experience to join our team, please apply online. For any queries or should you require any reasonable adjustments to support your application please let your recruiter know when they contact you.

If you are already a Johnson Matthey Employee, please visit the internal careers site to apply: Find Jobs - Workday ()

All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise. Johnson Matthey respects your privacy and is committed to protecting your personal information. For more information about how your personal data is used please view our privacy notice:

You will be contacted by the Johnson Matthey Talent Acquisition team once your details have been reviewed. Please allow four weeks from the closing date to allow for screening to take place.

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Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.