Position Overview

The Senior HR Service Delivery Consultant is responsible for managing daily EOR operations with a focus on high-profile and management-level clients. This client-facing role combines operational execution with relationship management and process improvement. You will ensure accuracy, compliance, and excellence in service delivery, while providing mentorship to junior colleagues.

Key Responsibilities

· Manage daily EOR service delivery, ensuring payroll accuracy, compliance, and timely resolution of employee queries.

· Support expatriate management, including Employment Pass and relocation-related matters.

· Act as a trusted HR advisor and key contact for clients and manage client escalations.

· Support Sales & Business Development through client meetings, solution design, proposals and identifying cross-sell opportunities.

· Coordinate with vendors, partners and internal stakeholders to ensure seamless service delivery.

· Drive process improvements, implementation, transition and strategic projects.

· Manage EOR service delivery and employee lifecycle activities for assigned client portfolios including payroll accuracy, compliance, and timely resolution of employee queries.

· Prepare client and management reports and provide HR insights and recommendations.

· Review work and provide guidance and knowledge-sharing to junior team members.

Requirements & Qualifications:

· Bachelor's degree in HR, Business, or related field.

· 5–7 years of relevant HR experience, preferably in EOR, HR outsourcing, HR service delivery, payroll or expatriate management.

· Strong knowledge of Malaysian employment law and HR practices.

· Experience in client management and complex HR advisory.

· Expatriate/Employment Pass experience is an advantage.

· Strong communication, analytical, organizational and problem-solving skills.

· Mature, proactive and comfortable managing multiple priorities and stakeholders.

· Fluent English; Mandarin is an advantage.

What we are looking for:

We are looking for someone who can operate beyond transactional HR administration and demonstrate the ability to:

· Think like an HR advisor, not just an HR processor.

· Manage clients with confidence, maturity and professionalism.

· Handle sensitive employee and employment matters with appropriate judgement.

· Understand the commercial and operational impact of HR decisions.

· Work independently while knowing when to escalate.

· Build strong relationships with both clients and internal stakeholders.

· Contribute ideas that improve service delivery, efficiency and employee experience.

· Support the business not only in service delivery but also in client retention and growth.