At PwC, our people in people operations primarily focus on managing the people lifecycle and the day-to-day operational tasks related to managing employees. This includes activities such as employee onboarding, offboarding, payroll and benefits administration, absence management, employee record-keeping, compliance with labour laws and regulations, and managing employee inquiries and issues. These individuals enable HR processes and systems to run smoothly in order to efficiently support our workforce. Those in human resource operations at PwC will focus on all areas of Human Resources and the business in executing Human Resources related transactions and administrative activities. You will be a primary HR point of contact in the resolution, escalation or routing of inquiries as needed in line with HR protocols and guidelines, as well as be part of a team of problem solvers that help solve complex business issues from strategy to execution. Your role The People Operations Lead plays a critical role in supporting the People Operations & Excellence Leader in managing day-to-day human capital operations and driving business process excellence initiatives. This position ensures compliance with quality standards and oversees the achievement of Service Level Agreements (SLA) and Key Performance Indicators (KPIs) targets for both generalist and specialist teams. Key accountabilities Lead Generalist (L1) and Specialist (L2) teams within the People Operations pillar, fostering a culture of compliance, innovation, and high performance in alignment with organizational goals. Monitor, analyse, and report monthly on the achievement of SLAs and KPIs, leveraging insights to drive process enhancements and operational efficiencies. Implement robust controls to mitigate operational risks and ensure strict compliance with HR policies, procedures, data management practices, and control measures within the team. Work closely with the business process excellence pillar in driving operational efficiency through continuous improvement initiatives, use of automation tools and optimising day-to-day workflows Develop, maintain, and govern the knowledge base for all HR processes, ensuring comprehensive documentation such as process maps, workflows, standard operating procedures, and RACI matrices. Support system implementations and continuous improvement initiatives on both global and local levels Key working relationships Peers in Human Capital including team lead Other colleagues in Finance, Digital, Practice Management, Facilities and Services PwC employees Skills, experience and qualifications 6-8 years of experience in HR Shared Services or Business Process Outsourcing (BPO) environments with ticketing system(s) preferred. Demonstrated understanding of HR operations and proven track record of managing and leading teams effectively. Strong self-motivation and proactive approach to problem-solving and identifying improvement opportunities. Excellent interpersonal, communication, and negotiation skills, both written and verbal. Strong analytical and problem-solving abilities, with attention to detail. Proficiency in Microsoft Excel and Power Query is required. Proficiency with Workday and ServiceNow is required. Familiarity with productivity tools such as Alteryx, Microsoft Visio, and Power Automate is an advantage Additional application instructions Please attach the following documents along with your CV when you submit an online application: Academic Certificates and Transcripts, from SPM (or equivalent) onwards A copy of your NRIC or passport Recent passport size photo Show more Show less