• Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Citibank Berhad
  • 21 Nov 17

Citibank Berhad KL - HR Operations Support Senior Manager

Citibank Berhad KL - HR Operations Support Senior Manager

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
  • Education: None
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17072419


Description

Ops Support Senior Manager - Malaysia Service Delivery Manager
Organizational Summary

In partnership with HR in support of Citi employees, HR Shared Services (HRSS) provides services that deliver business and economic value to enable Human Resource objectives and Citi's growth. HRSS has an impact on all aspects of the employee and non-employee lifecycle, from recruitment to retirement, including payroll, onboarding, career mobility, learning and development, talent and performance management, compensation and benefits. 
Job Purpose:
The job holder has operating and strategic accountability for HR Shared Services (HRSS) Malaysia of Citi Shared Services (CSS). Areas of responsibility includes operations management, risk and control management, service delivery management (customer and stakeholder engagement), and strategic management. 
The jobholder ensures accurate and timely processing of operations under his/her control.  He/She  manages operational execution and builds alliances with key business partners and internal clients.  He/She drives automation and process efficiencies (in coordination with Regional/Global Process/Product Leads), whilst ensuring control and risk are implemented. The job holder develops and delivers management information, planning and forecasting capacity and performance and representing the operation in global and regional platform rollouts. The role involves strategic management aligning processes/products with the Regional/Global model.
Job Background/Context:
Citi Shared Services (CSS) is a "shared services" organization with a concentration of resources leveraging common activities across Citi businesses. CSS leverages Citi scale and efficiencies in common activities that are not core to any individual business, with a goal of lower cost and higher service levels.
This role will report to the APAC HRSS ASEAN Service Delivery Head.
Key Responsibilities:
  • This is a senior management role ensuring the effective running of all operational aspects of HR Shared Services (in conjunction/collaboration/partnership with Regional/Global Process/Product Leads), as follows:
  • Compensation and Benefits
  • Learning
  • Payroll
  • Recruiting and Onboarding
  • Employee Life Cycle
  • Performance and Talent
  • Non-Employees
  • Reporting
Operations Management:
  • Manage and report on the performance of the function utilising key performance indicators (KPIs):
  • Operational effectiveness and efficiencies
  • Staff Retention/Attrition Rate
  • Productivity improvement processes
  • Capacity planning (e.g. Ensure sufficient resources and right placement of workforce within the team.
Manage and Meet Financials:
  • Identify and implement opportunities for process improvements and further automation
  • Actively participate in discussions with  APAC HRSS and Global management teams, support HRSS objectives and cost management objectives.
  • Translate HR policies into operational goals and ensure Business As Usual (BAU) process within the Services team.
  • Refine the operating model and seek process improvement by reducing effort and maximising results.
  • Support right placement/location strategy where there are no regulatory issues
  • Liaise and collaborate with Country Service Delivery, Regional Office, Regional CSC and local HR partners to execute business initiatives
Risk and Control Management:
  • Ensure appropriate controls across the HRSS are implemented and that these controls are fully understood by analysts, team members, team leads, and are properly evidenced
  • Manage process delivery escalations and document resolutions (eg incident reporting)
  • Create appropriate back-up systems that ensures continuity of operations regardless of leaves (mandatory, sick, emergency)
  • Ensure compliance to and keep up-to-date with local policies and regulatory requirement in the areas of payroll, compensation and benefits, etc.
  • Establish best practice of Service operations to effectively control cost and mitigate risk.
Regional/Global Engagement:
  • Gain trust and build strategic relationship with Country Peers, Regional Office, Citi Service Centers, and Global Office
  • Play the role of an advisor/partner to the Country Peers, Regional/ Global/CSCs
  • Provide support to Country Peers, Regional/Global/CSC to achieve the common goal.
  • Understand the operating model and recommend viable solutions to problems.
  • Network with Country Peers, Regional/Global/CSCs in both official forum and unofficial meeting.
  • Foster two way communication and proactive participation with Country Peers, Regional, Global, and CSCs
HR Partner Engagement/Management:
  • Gain trust and build strategic relationship with Country, Regional, and Global HR
  • Play the role of an advisor/partner to the Country, Regional, and Global HR
  • Provide support to Country, Regional, and Global HR  to achieve the common goal.
  • Understand the operating model and recommend viable solutions to problems.
  • Network with Country, Regional, and Global HR in both official forum and unofficial meeting.
  • Foster two way communication and proactive participation with Country, Regional, and Global HR
  • Review partner surveys and create/execute Service Improvement Plans
Customer Engagement:
  • Understand customer needs and adjust to customer's changing priorities by displaying support in execution.
  • Offer value-adding service to the customers, e.g. run human capital analytics to inform business decisions.
  • Exercise due diligence and proactively collect feedback through diverse channels to enhance level of service.
  • Gain trust and build strategic relationship with Country, Regional, and Global HR
  • Play the role of an advisor/partner to the Country, Regional, and Global HR
  • Provide support to Country, Regional, and Global HR  to achieve the common goal.
  • Understand the operating model and recommend viable solutions to problems.
  • Network with Country, Regional, and Global HR in both official forum and unofficial meeting.
  • Foster two way communication and proactive participation with Country, Regional, and Global HR
  • Review partner surveys and create/execute Service Improvement Plans
Employee Engagement/Talent Development/Performance Management:
  • Build strategy to manage retention, career planning, talent pipeline and performance management
  • Engage with analysts at multiple levels; provide regular coaching and feedback
  • Implement an inclusive and transparent culture to promote employee engagement
  • Develop top class talent with necessary and able backups and succession plans
  • Set clear vision and communicate effectively to the team the performance standard and service expectation.
  • Build a highly performing team by determining performance gap and providing on-going coaching to the team.
  • Identify key talents and seek career development opportunities for the team members.
  • Encourage teamwork and motivate the team to work towards a common goal.
  • Drive employee engagement in the team by collecting voice of employee.
  • Provide staff with development and ongoing training


Qualifications

Skills:
  • Fluent in written and spoken English 
  • Expert knowledge in MS Office
  • Re-engineering, process improvement skills
  • Highly motivated, organized and methodical
  • Self-starter
  • Leadership
  • Operational experience in a shared services environment
  • Experience of migrating activities to a Citi Service Center
  • Experience of working in a virtual team
  • Appreciation of cultural and business differences across a diverse region
  • Willing to travel
Qualifications:
  • Educated to university or college degree
  • Strong operations management background
  • MBA or equivalent qualification preferred but not essential
Forward Compatibility:
  • Adaptable. Bold. Curious. Collaborative. Determined. These are the five attributes of forward compatibility embedded in our Leadership Standards that we must embrace to deliver on our promise and potential. It requires each of us to ignite our curiosity, grow our perspective, skills and capabilities, commit to continuous learning and ensure we are focused on our journey ahead, not where we've been.
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