Service Quality Control & Project Management Specialist

Job Responsibilities:

Service Quality Control ( SQC )

• Continuous review of the operations model, day-to-day operational procedures and processes to identify gaps or area of improvements in order to improve services quality.
• Gather, analyze and review complaints or reported quality issues and develop sustainable resolutions. Produce root cause analysis with prevention plan. Report service quality issues to leadership team and work with respective teams on service recovery plan and service improvement plan.
• To support on Risk Management pertaining / related to HRSSC services, work with leadership and operations team to produce risk analysis report and risk mitigation plan.
• Define develop, lead and drive service level and service performance management. Produce service quality documents to track, assess, manage and control service quality (for both internal teams and external vendors). Ensure service deliveries meet defined service quality and compliance requirements.
• Plan, lead and drive regional payroll processes / procedures / policies standardization. Work with respective departments / teams to complete cross function processes / procedures / policies standardization.
• Review HRSSC operational documents (example : Standard Operating Procedure, Operational Procedure Manual, Blueprint, Business Process Document, Service Level Agreement, Service Engagement Contract, etc.) to ensure HRSSC operational documents are up-to-date and in compliance with defined operational model, procedures, processes, service level and governance model.
• Plan, develop and drive compliance initiatives / requirements such as Separation-Of-Duty and Access Control Management for internal and external roles / systems.
• Plan, develop and drive Business Continuity Plan.
• Plan, develop and drive Customer Satisfaction Survey. Analyze and review collected feedback for service improvement plans / initiatives and realize service improvement plans / initiatives.
• Provide insight and couching to fellow HRSSC team members on service quality initiatives as and when needed. Identify training needs and take action to ensure HR SSC-wide compliance.
• Plan, lead and drive HRSSC internal audit as and when required (both HRSSC and vendor services), provides support to external audit as and when required.
• Study industry service quality control practices and propose / transform / adopt industry practices into HR SSC service quality control initiative / plan.

Regional HRSSC Project Management Office

• Lead, plan, drive and manage Regional HRSSC Projects, ensure projects are clearly defined, accurately planned and properly executed.
• Work with Project Manager to ensure project(s) are on-track (objectives, cost, go-live date, etc.) at-all-time.  AND resolve project issues / challenges / escalations.
• Perform project risk(s) assessment and develop mitigation plan, escalate project issues / challenges / risks (especially critical project issues / challenges / risks ) to leadership team for immediate attention and resolution / decision.
• Ensure periodic reporting of project status and progress to project and leadership teams.
• To ensure there is proper project documentation.

Job Requirements:

• Preferable minimum 5 years of working experience in Service Quality Management / Project Management / Service Management. Experience with HR Shared Service Center is preferred.
• Strong organizational skills.
• Strong in project / tasks planning, tracking and execution.
• Excellent analytical, problem-solving, and decision-making skills.
• IT literacy in Microsoft Office suite.
• Excellent verbal and written communication skills with strong attention to details.
• Strong interpersonal skill.
• Ability to work well in a team environment and at the same time able to work independently with minimum supervision