Schneider Electric HR Shared Services Manager in Shah Alam, Malaysia


Leading the EAJP PeopleLink team to provide best-in-class HR customer service and first contact response on HR Policy & Process to our employees in the region . This includes the responsibility of managing all procedures related to the identification, prioritization and resolution of requests and queries, including the monitoring and tracking of the service requests made on the self -service portal and 2525 Call Centre. He/she is to ensure the team are meeting the defined Key Performance Indicators (KPI’s) and that the standard operating processes are documented and being followed and monitored to provide effective customer services.


  • Manage the processing of incoming calls and self-service tickets to the PeopleLink team to ensure courteous, timely and effective resolution of requests and issues.

  • Responsible for all aspects of team resourcing, managing, development and engagement.

  • Key conduit for effective Knowledge Management.

  • Build effective relationships with HR Shared Services Country Managers and Regional Leads.

  • Contribute to Global network of People Link Managers and Teams in other Schneider Centres.

  • Design and enforce request handling and escalation policies and procedures.

  • Acts as an escalation point for all incoming calls and self-service requests and queries.

  • Track and analyze trends in the service requests, calls received and customer survey data. Assess needs and make recommendations based on the identified trends.

  • Identify, recommend, develop and implement training programs to the team

  • Oversee the development and dissemination of SOP, job aids and user guides for end users.

  • Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as needed.

  • Drive ticket deep dive and develop strategies for continuous improvement.

  • Review survey feedback to improve services and support experience.


  • Strong team management experience

  • Strong analytical and problem solving abilities

  • Exceptional customer service orientation


  • At least 7 years in HR function, out of which at least 5 years are in HR lead role


  • Excellent management skills and ability to organize and plan effectively to meet both short and long range goals and objectives.

  • Excellent oral and written communication skills and ability to convey business requirements and technical needs in a clear, concise, and effective manner.

  • Excellent interpersonal skills and ability to work effectively with business partners and business units leaders.

  • Proven ability to lead and motivate others in accomplishing goals.

  • Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, quality of service, and costs.

  • Possesses ability to manage multiple project plans successfully and simultaneously.

  • Accomplishes commitments towards goals and objectives by motivating and building a team; motivates individuals and groups by creating a positive work environment.

  • Deals with interpersonal conflict, stressful work conditions and rejection by coping in a mature, problem-solving, solutions-oriented manner.

Primary Location: MY-10-Shah Alam

Schedule: Full-time

Unposting Date: Sep 16, 2017, 11:59:00 PM

Req ID: 003ONJ