Payroll, Time & Benefits - Subject Matter Expert

Malaysia, Selangor, Petaling Jaya

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  • Applies supports and provides expertise in the execution of processing for Payroll, Time and Benefits administration.
  • Be the focal contact person to provide payroll, time & benefits service consultation and guidance on complex changes, servicing requirements and process, and ensure alignment on key initiatives affecting servicing
  • Identify process issues, drive root cause analysis and provide feedback on changes required and initiate in connection with stakeholders for process continuous improvement
  • Deliver training on systems, tools, processes and ensure quality of data maintenance by regular checks and implementing corrective actions
  • Centralize and manage all relevant process documentation (SWIs, SOPs, operation handbook, employee handbook, FAQ, etc.) and ensure they are up to date
  • Contribute to any relevant local and global payroll, time & benefits projects, system testing in order to have operation excellence
  • Take the role of sub-team leader when required, to assist supervisor to develop team member’s knowledge, skill, competency, etc., as well as organize teamwork discussion for improving the whole team’s quality level
  • Be able to handle any ad hoc task and/or project that assigned by supervisor


  • Service Delivery
    • 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 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 the partner in a proactive and customer outcomes focused way
    • Execute system data maintenance and business process activities in support of payroll, time & benefits processes
    • Assess vendor performance, collect the feedback from all over customers and stakeholders, provide and propose constructive advice for service quality improvement with vendor
  • Coordination of Complex HR Requests
    • Be responsible for coordinating complex HR requests and being the internal escalation point
    • Provide expertise consultation in researching and developing solutions to a variety of complex, non-routine issues across multiple processes
    • Proactively identify process issues, including assessment of the change impact, involve in the development of process simplification and harmonization and provides content to support required communications
    • Provide customer service on HR related activities, such as inquiry resolution, request management, and troubleshooting to create end-to-end customer experience
    • In team assigned, support appropriate process execution, servicing regulatory compliance / audit readiness
    • Support operations in troubleshooting and in escalations to Tier 3
  • Training Delivery and Ensure Data Quality
    • Advise and train stakeholders on process and system
    • Deliver solution and process training to both Business and to PSS personnel
    • Acts as a point of contact for all training related topics to PSS internal team
    • Identify training needs and propose training activities (internal and external)
    • Attend community meetings and cascade information to the appropriate levels
    • Delivers New Hire Orientation process/system training for newcomers
  • Process Documentation Correctness
    • Collaborate with CoE to keep training materials and process documentation up to date
    • Follow the system and process updates and embed new knowledge in the existing community
    • Ensure process and systems documentation is up to date through coordinating the update of SWIs, local SOP documentation, operation handbook, employee handbook, FAQ, etc.
  • Projects Delivery, System Testing and Continuous Improvement 
    • Contributes to continuous improvement initiatives
    • Participates in People Support Solutions systems and business process innovation projects, including system
    • Work with Operations Teams, CoE and IT
  • Cross-Functional Collaboration
    • Collaborate with peers within the region and global to ensure the People Support Solutions network to provide consistent and effective services to our customers
    • Achieve our People Support Solutions vision by driving global consistency through collaboration
    • Proactively join the Global committee meeting as required


You bring the following skills and competencies:

  • 5-8 years of related experience in Payroll, Time & Benefits Subject Matter Expert experience, preferably gained in a Shared Services in HR Environment.
  • Bachelor's Degree in Human Resources, Business, or equivalent work experience is preferred.
  • Fluent in Chinese and English (written and spoken) required, additional languages a plus based on region Experienced in implementing new payroll system implementation
  • Proven track record of being able to deliver in a matrix organization across geographies and divisions
  • Ability to work independently in a fast-paced environment and to handle multiple, competing priorities
  • Ability to thrive in an ambiguous and multicultural environment working across borders
  • Strong customer service, interpersonal and cross-cultural communication, influence and consultative skills
  • Strong project management and keep confidentiality and customer focus mindset

Core capabilities include:

  • Strong business acumen where living customer centricity through  day-to-day interactions (incl. needs anticipation, cultural awareness, managing one’s response)
  • Demonstrating end-to-end accountability (incl. big picture and impact understanding, engaging others to ensure a successful outcome)
  • Demonstrating problem-solving (incl. active listening, critical thinking, process improvements) & implementation capability in Payroll, Time & Benefits function
  • Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback
  • Strong knowledge in the following business solutions (Workday, SAP, Cornerstone, CRM, Gsuite) and its business processes and navigate complex HR Data structure.