People Operations Senior Associate

To deliver an efficient and accurate HR and pay administration service to employees and line managers for all activities associated with the employee lifecycle, through the application of S+N policies and procedures, within agreed performance levels and to comply with all statutory requirements.

To provide timely and relevant information and advice, when requested, to employees, managers and external parties, within agreed parameters in order to maximise customer efficiency, effectiveness and confidence.

Position Title: People Operations Senior Associate

Responsibilities:

Customer Service Delivery

• Deliver a quality and professional service to all customers
• Resolve day to day customer service enquiries, issues and complaints, escalating as appropriate, and deal with any service recovery.
• Provide efficient employee and pay administration and timely advice to customers on employee lifecycle activities
• Ensure that all employee data is entered into Workday and associated HR systems in a timely, accurate and consistent manner, to agreed standards and targets.
• Create and maintain documents, records and data to agreed procedures and standards.
• Ensure the service management system reflects the nature of the query to ensure a high level of customer service satisfaction.
• Action workflow requests in a timely and consistent manner
• Identify and escalate issues and incidents
• Liaise with customers as required and in accordance with guidelines and parameters to ensure smooth operation of transactional services.
• Ensure a high level of confidentiality is maintained in all aspects of work.
• Ensure all corporate policies, standards and agreed HR Customer Service processes are adhered to by all staff, rectifying any non- conformities as appropriate

Employee Services Administration

• Administer end to end employee lifecycle transactional processes, including joiners, movers, leavers, pay changes, special leave types and compensation and benefit administration for all employees and managers.
• Administer changes to individual’s terms and conditions
• Administer the probation period, liaising with the line manager, escalating any formal issues to the HR Consultancy team.
• Administer deductions and calculate entitlements
• Ensure the prompt and accurate processing of leavers.

Pay and Reward Administration

• Effectively process pay data, documentation and information to ensure timely and accurate production of the S+N payrolls.
• Maintain accurate records and history of the pay and ensure all statutory documentation is correctly filed including miscellaneous and year end returns in accordance with the requirements of local legislation, Internal Audit and the local tax authorities.
• Deal with and comply with statutory obligations under pay and pensions as required
• Action voluntary deductions as authorised by the employee.
• Support HR Customer Services Advisors in relation to pay related queries, if and when required.
• Administer Sharesave and insurance claims and produce relevant correspondence
• Administer Reward/Benefit schemes on behalf of S+N.  

Contracts & Employment Compliance

• Administer and monitor the offer and on-boarding processes for internal and external candidates, including standard offers, background checks, issuing of contracts of employment, joining instructions, and on-boarding documentation within agreed timescales and service standards.
• Ensure accurate pre-employment checks are undertaken and recorded, using the appropriate technology.
• Provide timely, accurate advice to new starters regarding their induction, and S+N systems and processes
• Ensure all renewal employment checks are conducted in a timely and accurate manner.
• Provide reports to managers highlighting non-compliance with renewal employment checks

Continuous Improvement

• Understand the needs of customers (internal and external) and continuously seek to improve customer service
• Understand all relevant performance indicators and use performance information to continually improve services
• Contribute towards the HR Customer Service Delivery strategy, with a view to identifying means of improving performance. Assist in reviewing business processes as necessary.

Coaching and Training

• Provide guidance and support to more junior members of the team
• Support with the delivery of training to new starters within the team

Location: Bangsar South, Kuala Lumpur

Requirements:

• Education & Languages: School diploma (or equivalent) and fluency in English & Japanese.

• Experience: 1–2 years in HR administration, ideally within a shared services or payroll team. Exposure to customer service targets in complex environments is a plus.

• Knowledge: Solid grasp of HR processes, employee lifecycle, and employment legislation. Familiarity with HR systems (Workday, case management tools) and Microsoft Office.

• Qualifications: HR certification preferred, or working towards one.

Key strengths we value:

• Strong relationship-building and stakeholder management.

• Problem-solving with initiative and sound judgment.

• Customer-focused mindset, able to handle sensitive issues with discretion.

• Attention to detail, ability to prioritise, and deliver under pressure.

• Analytical skills to interpret HR metrics and data.

• Commitment to continuous improvement and teamwork.

Why you’ll love it here:

• Be part of a supportive, customer-oriented environment.

• Contribute to innovation and service excellence.

• Work with a team that values delivery, collaboration, and growth.

Physical Demands:

Travel Requirements:  0%  

You. Unlimited. We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.    

Inclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/ 

Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day  

Your Wellbeing: Medical, Dental, Vision, Health Savings Account , Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program  

Flexibility: Hybrid Work Model (For most professional roles)  

Training: Hands-On, Team-Customized, Mentorship