IT Application HR Support Lead

The HR Systems Support Lead is responsible for the Singapore-based Global CoE in managing enterprise HR applications support operations across ComfortDelGro. The role oversees SAP SuccessFactors (Employee Central, Time Tracking, Learning, Performance, Compensation, Succession), SAP Concur, and SAP EC Payroll, ensuring stability, compliance, and harmonisation across regions. It provides global oversight of HR practices across local CoEs (UK, Australia, etc.), ensuring upgrades, changes, and compliance activities are consistently managed. The role acts as the central authority for HR system governance, standards, and knowledge-sharing across all regions.

Primary Job Role

·       Oversee SAP SuccessFactors, Concur, and EC Payroll support and issue resolution.

·       Ensure adherence to ITSM-driven incident, change, and release processes.

·       Act as escalation point for complex HR issues, liaising with vendors and support partners.

·       Manage upgrades, patching, and release cycles across HR applications.

·       Collaborate with application support teams and project teams to validate HR solutions.

·       Mentor and guide analysts, building CoE expertise and cross-coverage.

·       Oversee and manage SMEs responsible for HR and payroll modules across all entities, ensuring consistency of HR processes, payroll accuracy, and alignment with global standards.

·       When required, perform hands-on support activities (e.g., configuration, testing, or issue resolution) to ensure service continuity, especially in lean team scenarios or during staff absence

Details

Operation Oversight

·       Oversee daily HR application support, ensuring SLA/KPI adherence.

·       Ensure high availability and stability of HR and payroll systems during key processing cycles.

·       Ensure governance, standards, and compliance are consistently applied across HR systems.

·       Provide global oversight of HR practices across regional CoEs, ensuring consistent application of standards.

·       Coordinate and validate upgrade and change activities across local CoEs to minimise disruption.

·       Facilitate cross-region issue resolution and ensure local teams have access to global HR best practices.

·       Ensure HR and payroll modules are effectively supported across all entities, in alignment with HR policies, statutory compliance, and reporting requirements.

·       Step in to provide direct execution support when necessary, ensuring uninterrupted operations during critical periods or when team resources are unavailable.

Change & Release Management

·       Manage lifecycle of HR system-related change requests, including impact analysis, testing, deployment, and documentation.

·       Lead release management, regression testing, and periodic upgrades across SuccessFactors, Concur, and EC Payroll.

·       Ensure alignment with compliance, governance, and audit traceability.

Stakeholder Engagement

·       Collaborate with Group HR, Payroll, and business stakeholders on requirements, changes, and issue resolution.

·       Collaborate with local CoE leads (UK, Australia, etc.) to align on HR requirements, upgrades, and release schedules.

·       Support regional teams in adopting global standards and provide escalation support for multi-entity HR issues.

·       Coordinate with vendors, system support partners, and infrastructure teams for stability, upgrades, and troubleshooting.

Documentation & Knowledge Sharing

·       Maintain detailed documentation on HR and payroll system configurations, processes, and workflows.

·       Define and enforce documentation standards across all CoEs.

·       Capture lessons learned from regional incidents and upgrades and ensure dissemination across local support teams.

·       Maintain a central repository of HR processes, reusable templates, and compliance artefacts for global reference`.

·       Contribute to cross-region knowledge-sharing and process optimisation initiatives.

Vendor & Supplier Coordination

·       Collaborate with SAP, Concur, managed service providers, and external vendors for issue resolution and system improvements.

·       Monitor vendor SLAs and escalate performance or delivery issues.

Team Management & Development

·       Lead a team of HR systems analysts, providing mentoring and guidance.

·       Drive operational readiness for new projects, rollouts, and enhancements.

·       Foster a collaborative environment focused on continuous improvement.

Requirements

·       Minimum 7 years’ experience in SAP HR systems, with strong exposure to SuccessFactors, Payroll, and Concur.

·       Strong working knowledge of SAP SuccessFactors (Employee Central, Time, Learning, PM/Comp, Succession), EC Payroll, and Concur.

·      Experience managing support and integrations between HR, payroll, and finance systems.

·       University degree in Computer Science, Information Management or equivalent.

·       ITIL, PMP, or SAP HR/SuccessFactors certifications preferred.