Senior Team Lead, HR Operations Specialist at Coherent Corp. Vietnam

George Town, Penang, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

12 Oct, 26

Salary

0.0

Posted On

14 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

HR Operations, Team Leadership, Case Management, HRIS Proficiency, Stakeholder Management, Process Improvement, Data Privacy Compliance, Employee Support, Labor Law Knowledge, KPI Monitoring, Triage and Escalation, Cross-functional Collaboration

Industry

Semiconductor Manufacturing

Description

Scope of Role: * Regional coverage: ROA, supporting employees and managers across multiple jurisdictions * Team leadership: Directly leads the HRSS People Central Case Management & Employee Support team * Escalation & coordination: Acts as first point of escalation for the team, collaborates with HR Manager and Director on escalations and VIP cases, and supports operational coordination * Transaction management: Oversees and participates in the accurate and timely processing of routine HR transactions (e.g., onboarding, changes, exits, data updates, time attendance) for Tier 0/1 cases * Work arrangement: Based in Penang, Malaysia, with flexibility to work staggered hours as needed to support extended service coverage for rest of Asia. * Impact: Ensures high-quality, timely Tier 0/1 HR service delivery, effective triage and escalation, and continuous improvement in employee experience Key Responsibilities: Team leadership & service delivery * Lead, coach, and develop the People Central Case Management & Employee Support team * Foster a culture of adaptability and continuous learning within the team. * Ensure timely, accurate resolution of Tier 0/1 HR queries and transactions * Oversee case triage, ticket routing, and escalation as needed * Maintain high standards of customer service and data integrity Escalation & collaboration * Act as first point of escalation for the team and participate in the broader escalation pool * Manage and escalate VIP/priority cases to Director, Manager, and self as required * Collaborate closely with the HR operations team, the Malaysia hub and participate in joint coverage for staggered hours * Support seamless handoffs and knowledge sharing with Glasgow People Central hub * Support operational planning including coverage coordination, process improvements, and team development activities * Coordinate seamless handoffs between Malaysia and Glasgow People Central hubs, ensuring continuity of service delivery and proper case transition protocols Transaction management & data integrity * Oversee and participate in routine HR transactions (onboarding, changes, exits, data updates) * Ensure accuracy and compliance in all transactions and case documentation * Maintain “First Time Right” excellence across all transaction types Process excellence & continuous improvement * Monitor team KPIs, SLAs, and service quality; support continuous improvement * Identify and implement process enhancements for Case Management & Employee Support operations * Ensure compliance with data privacy, security, and local employment regulations * Contribute to documentation, knowledge management, training, and onboarding for new team members Compliance & risk management * Ensure full compliance with data privacy regulations (local privacy laws) and employment legislation across supported regions * Maintain audit-ready documentation and support compliance reviews with accurate, complete records * Protect sensitive employee data through adherence to security protocols and confidentiality requirements * Identify and mitigate risks related to data handling, process compliance, and regulatory requirements Stakeholder collaboration * Build trusted relationships across all stakeholder levels, applying experience to navigate both simple and complex stakeholder needs effectively * Collaborate effectively with Payroll, Benefits, and specialist HR teams to ensure seamless end-to-end service delivery * Collaborate with Glasgow People Central hub to ensure consistent service delivery standards and effective case handoff procedures across global operations * Support cross-functional initiatives that enhance employee experience and operational efficiency * Represent the People Central brand positively in all interactions, demonstrating expert-level service regardless of case complexity * Participate in data cleansing activities to ensure all employee records meet global and local compliance requirements prior to and after migration Organizational relationships: * Reports to: Senior Manager, HR Shared Services * Direct Reports: yes * Matrix Relationships: Centers of Excellence (COEs), Payroll, Legal, Finance, HRIS, Benefits teams * Primary Location: Penang, Malaysia Job requirements: Essential experience: * 6-7+ years’ experience in HR operations, HR shared services, or Employee Support roles, with demonstrated progression in case complexity * 2-3+ years’ experience leading, mentoring HR teams * Strong customer service orientation and problem-solving skills * Advanced HRIS and case management system proficiency * Fluent English (additional Chinese, Japanese, Korean languages a plus) * Knowledge of data privacy, and HR compliance requirements * Experience providing guidance and support to colleagues with demonstrated ability to mentor others and coordinate operational activities, and manage cross-location workflows * Proven track record of efficiently handling high-volume caseloads while maintaining quality across all complexity levels * Labour law and regulatory framework knowledge across multiple jurisdictions with practical application across diverse case types * Experience managing escalated cases and VIP stakeholder requests with demonstrated ability to maintain confidentiality and deliver exceptional service under pressure Core Competencies: * Leadership & coaching: Ability to guide, mentor, and develop team members to achieve high performance and service standards. * Operational excellence: Strong focus on process improvement, accuracy, and efficiency in case and transaction management. * Customer focus: Commitment to delivering exceptional service and resolving issues promptly. * Collaboration: Work effectively across teams, functions, and regions; fosters a supportive team environment. * Judgment & problem-solving: Apply sound decision-making to routine and complex issues, escalating appropriately. * Adaptability: Comfortable with change, flexible in approach, and able to manage competing priorities. * Continuous improvement: Proactively identifies opportunities to enhance processes and service quality. Communication & language: * Fluent English (essential for documentation and stakeholder communication); * additional languages strongly preferred (Chinese, Japanese, Korean) Technical proficiency: * Advanced HRIS knowledge with ability to navigate complex system configurations * Case management expertise using enterprise ticketing and workflow systems * Data analysis capabilities for trend identification and process improvement insights Working Conditions * This role is hybrid Culture Commitment Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.: Integrity – Create an Environment of Trust Collaboration – Innovate Through the Sharing of Ideas Accountability – Own the Process and the Outcome Respect – Recognize the Value in Everyone Enthusiasm – Find a Sense of Purpose in Work Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us! Note to recruiters and employment agencies: We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening. Coherent Malaysia (formerly known as II-VI Incorporated) began operations in 2001 through the incorporation of Finisar Malaysia with 300 headcounts, now employs over 3000 employees. Ipoh’s assembly and test site for optical components, transceivers, and wavelength management equipment, remains committed to the expansion of Coherent Corporation, accelerated by the growth of next generation products to meet the increasing demands for network bandwidth and data storage. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It's an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!

Responsibilities

Lead and develop the HR Shared Services case management team to provide high-quality support across the Rest of Asia region. Oversee routine HR transactions, manage complex escalations, and drive continuous process improvements to enhance employee experience.