Senior Assistant Director, Shared Services

Job Summary

You will lead the delivery of HR operations and employee lifecycle services across A*STAR and be accountable for service quality, speed, reliability and productivity.

Key Responsiblities

• Lead the delivery of employee lifecycle services across entities and divisions, covering onboarding, staff management, transfers and secondments, contract renewals, work pass administration, leave and employee benefits transactions, and offboarding.
• Act as custodian of personnel files, ensuring records are complete, secure, appropriately retained and available for audit and legitimate business need.
• Establish and maintain service standards, service level agreements and quality assurance, and own employee query and case resolution including triage, escalation and ageing.
• Ensure consistency of service across the three clusters while allowing for the different needs of the Research Institutes and corporate functions they support.
• Ensure employee data and records integrity, and that operational execution complies with policy, governance and audit requirements.
• Lead process optimisation and digitalisation — simplify and standardise first, then apply automation, workflow and self-service to remove effort for employees and managers — and partner the digital team on self-service, workflow automation and AI-enabled service.

Requirements

• Preferably 7 to 10 years of relevant HR experience, including HR operations, shared services or workforce services, with team leadership responsibility.
• Proven experience driving service delivery, process improvement or operational transformation at scale.
• Demonstrated experience in process optimisation, digitalisation or automation, with a genuine interest in using technology to improve service.
• Working knowledge of employment pass and work pass administration, and of records management and retention obligations.
• Strong analytical and problem-solving skills, and the stakeholder management to navigate complex issues across a large, federated organisation.
• Working knowledge of HR systems and workflow platforms, and comfort with service metrics and reporting.

All new hires are appointed on a 3-year renewable contract in the first instance.