Delivery Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• The Process Specialist/Subject Matter Expert/Lead for Singapore Payroll is tasked with driving process enhancements, executing designated delivery assurance responsibilities, ensuring compliance with legal standards, managing significant projects/events, and aiding in the development of operational capabilities across all HR & Payroll process areas to boost productivity, lower costs, and elevate service quality and customer satisfaction across various delivery centers, regions, and accounts.

• Responsible for an end-to-end service to outline accounts and processes as needed.

• Proactively initiate improvements in processes to enhance performance.

• Assist Associates in promptly and accurately resolving intricate cases related to the designated functional area.

• Support teams in conducting Root Cause Analysis (RCA) on escalated issues and devise suitable and effective solutions to meet client needs.

• Provide assistance on Applications and System Changes for base system maintenance (Corrective, Adaptive, and Preventive) and enhancements (Direct Service Changes and Change Requests), ensuring that configurations are fit for purpose when necessary.

• Aid teams in managing interactions with third-party agencies (e.g., Statutory Agencies) to resolve escalated issues when required.

• Plan and manage annual events and special projects under the guidance of a Senior Process Specialist or Senior Process Manager.

• Engage in Delivery Assurance activities as requested, with oversight from the Senior Process Specialist or Senior Process Manager.

• Actively participate in governance and take responsibility for client-side actions during the HyperCare Period.

• Ensure completion of Client Specific Training.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience in a relevant field.

• Advanced knowledge in multiple HR process areas, including but not limited to Malaysia Payroll, HR Administration, Service Centre Processes, etc.

• Strong Project Management Skills.

• Proficient in information gathering, problem-solving, and Root Cause Analysis; formal training in problem-solving methodologies such as Six Sigma is a plus.

• Exceptional communication skills – the ability to convey information effectively.

• Detail-oriented, meticulous, and focused on all job aspects to ensure precision.

• Capable of maintaining effective performance under pressure and managing multiple priorities efficiently.

• Extensive experience with client management and resolving escalated employee or client issues.

• Ability to manage teams both onshore and offshore.

• Prior experience in developing procedures and guidelines.

🏝️ Benefits

• Health coverage.

• Wellbeing programs.

• Paid leave (vacation, sick, parental).

• Retirement plans.

• Learning opportunities.