Human Resources and Service Operations Manager

Responsibilities:

Shared Service Centre Management

• Oversee the daily operations of the shared service centre, ensuring timely and accurate delivery of services across supported functions (e.g., HR, payroll, finance, procurement).

• Develop, implement, and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure service excellence.

• Identify opportunities for process optimization, automation, and standardization to enhance efficiency and reduce costs.

• Collaborate with internal stakeholders and external vendors to ensure alignment of shared service centre activities with business objectives.

• Manage escalations and resolve issues related to service delivery while maintaining high levels of customer satisfaction.

• Ensure compliance with company policies, local regulations, and global standards in all shared service centre activities

Human Resources Management

• Support the Regional HR Director, APAC, and local leaders with all HR-related programs, processes, and initiatives.

• Administer compensation, benefits, and performance management systems effectively.

• Conduct and coordinate new-hire orientation, ensuring a positive onboarding experience for employees.

• Assist in preparing training sessions and meetings while analysing training needs to design employee development programs.

• Plan and implement staff career advancement, succession planning, and employee engagement initiatives.

• Provide advice and counsel to employees on HR queries, employee relations matters, and disciplinary/grievance handling.

• Assist supervisors and departmental heads in administering appropriate disciplinary procedures.

• Maintain personnel files, ensuring all documentation is compliant with legal requirements and company policies.

• Ensure compliance with local labour laws, including the Employment Act, and manage work pass applications, renewals, and cancellations for foreign employees.

Payroll and Administrative Support

• Work closely with the Finance Manager to oversee monthly payroll processing and maintain related records.

• Complete required documentation for HR activities such as new hire paperwork, status changes, compensation requests, and HRIS updates.

• Provide local administration for company-wide programs such as service awards, performance management, and compensation processes.

• Facilitate the administration of onboarding and offboarding processes, including issuing staff IDs, setting up IT accounts, and preparing workspaces.

Employee Engagement and Culture Building

• Maintain and promote positive and professional relationships with associates and management.

• Plan and organize staff recreation and engagement activities, including group health checks, celebrations, and annual company events.

• Facilitate organizational changes to ensure smooth transitions for all levels of employees.

Compliance and Reporting

• Ensure all HR-related activities comply with legal requirements and relevant labor laws.

• Consult with local personnel management agencies and labor departments on staff social insurance and other HR-related matters.

• Complete all informational reports as required by the Regional HR Director, APAC, and the local leaders.

• Participate in HR conference calls and serve as a communication conduit for updates on HR programs, policies, and benefit changes.

Regional and Global Collaboration

• Support regional and global HR projects and initiatives, ensuring alignment with organizational goals.

• Act as a key liaison between the local team and regional/global HR teams to drive consistency in policies and processes.

• May involve collaboration across different time zones and regions.

Reports Directly To:

Regional Human Resources Director – Asia Pacific

.

Requirements:

• Minimum Degree holder or equivalent in business administration and human resources, or a related field.

• 5 to 8 years of directly related and progressively responsible experience in human resources and/or shared service Centre operations.

• Proven experience in managing multi-functional service delivery operations and HR programs.

• Strong verbal and written communication skills in English. 

• Strong organizational skills; attention to detail.

• Ability to resolve associate issues quickly and efficiently.

• Familiarity with local employment laws.

Minimum Skills, Knowledge and Ability Requirements:

Mandatory

• Strong leadership and people management skills, with the ability to inspire and motivate teams

• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders

• Strong organizational skills, attention to detail, and accuracy

• Thorough knowledge of local labour laws and regulations.

• Effective decision-making skills

• Adept at handling sensitive and confidential situations

Desirable

• Proactive by nature and be highly focused under pressure

• Excellent presentation skills

• Ability to represent a positive and professional image

• Proficiency in HRIS systems, payroll software

• Strong knowledge of Microsoft Word, Excel, Power Point and Outlook

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: World Courier (Malaysia) Sdn Bhd

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned