Our client is transitioning the HR Shared Service team to Kuala Lumpur later this year. You will supervise and lead the day-to-day operations of the People Connect Contact Centre (PCCC) employees to deliver an exceptional customer experience, 24 hours per day.

Duties Include But Will Not Be Limited To

• Providing people leadership through quality & call monitoring, coaching, on the job training and performance development of team members
• Establishing and actively managing stakeholder relationships within the PCCC team and externally, including managing customer expectations and seeking customer feedback
• Working with the Head of People Connect to determine the appropriate staffing schedule to support the delivery of the required service to the Lendlease employees and managers globally
• Acting as a PCCC champion and representative on People Connect projects and in meetings as requested from time to time by the Head of People Connect
• Identifying and recommending continuous business process improvement of the PCCC and wider People Connect team
• Defining and implementing new processes and procedures for the PCCC and recommending courses of action that would deliver an efficient service within the wider People Connect team
• Manage the update of content, procedures, ServiceNow knowledge base, standard response templates and communication within the PCCC
• Addressing escalated cases and requests and ensuring they are delivered within SLA or appropriate timeframes
• Supporting the Night team in delivering People Operations administration to our US customers. Managing workloads and PCCC resource knowledge in completing P&C employment related tasks for the US region including the generation, checking and distribution of employment offers, job changes, background screening and separations.