About the role
Experience Required: 10 to 15 Years
Process scope Inquiry, service request and ticket management; new hire and rehire processing; employee movements; employment verification documentation; voluntary and involuntary separation transactions; personal and job data changes; leave documentation; position management; mass data changes; knowledge and content management; HR metrics, HR reporting and operational SLA reporting; third-party vendor management.
Role purpose To own the HR transaction and service engine — the ticket queue and the full employee lifecycle from hire to exit — delivering to SLA at high volume with the control discipline that employee data and separations require.
Key responsibilities • Own the inquiry and service request queue: intake, categorisation, assignment, fulfilment and closure against tiered response and resolution targets.
• Own employee lifecycle transaction delivery — new hire and rehire processing, movements, data changes, leave documentation, position management and separations.
• Own separation processing: initiation timelines, final payment triggers, documentation, and same-or-next-day termination of system access, including expedited handling of AWOL and urgent cases.
• Own mass data change execution: request validation, scheduling, execution and post-update communication, with rollback capability and pre-execution sign-off.
• Own employment verification and letter production across all standard templates, keeping templates current as benefits and policy change.
• Operate and evidence transaction controls — maker–checker, approval capture, segregation of duties and data validation before entry.
• Own the knowledge base and content: keep articles, SOPs and templates accurate so that first-contact resolution improves rather than degrades.
• Own HR metrics, HR reporting and operational SLA reporting for the tower, with commentary explaining volumes, breaches and trends.
• Manage third-party vendors supporting HR operations against contracted service levels.
• Drive down manual effort — push routine requests to self-service, eliminate off-system tracking and reduce rework through better intake quality.
Must-have skills and experience • 10-12 years in HR shared services or HR operations, including 2+ years leading a transactional team.
• Proven delivery of high-volume HR transactions and case management against formal SLAs.
• Strong Workday transaction experience across the employee lifecycle.
• Experience running a ticketing or case management operation, including queue and backlog management.
• Solid control and audit discipline, especially around separations, data changes and access termination.
• Operational reporting capability with the ability to explain the numbers.
• Famil iarity with Singapore HR Policies.
Good-to-have skills and experience • Knowledge management or SOP library ownership.
• Process documentation and Lean or continuous improvement certification.
• Experience implementing or improving a self-service model.
• Vendor and BPO management.
• Exposure to work pass and immigration processing for new hires.
Shift : Singapore shift (approx. 6:00 AM – 4:00 PM IST), aligned to the supported regions
Must Have :
HR Operations Workday Transactions Case Management SLA & Operational Reporting Singapore HR Policies
Good To have :
Knowledge Management Continuous Improvement Vendor Management Qualifications: BACHELOR OF ARTS