Manager - HR Application System & Support (APAC)

Job Purpose

The Manager - HR Application System & Support (APAC) is responsible for managing and supporting HR technology solutions across the Asia Pacific region, ensuring stable operations, high-quality service delivery, and continuous improvement of HR systems. The role acts as the key liaison between HR, IT, vendors, and business stakeholders across APAC countries to ensure HR applications effectively support business and people objectives.

The position oversees HR system support, issue resolution, enhancements, user adoption, reporting, and regional governance while ensuring alignment with global HR technology standards and local business requirements.

Key Responsibilities

Regional HR Systems Support

• Manage the day-to-day support and administration of HR applications across APAC countries.

• Serve as the primary escalation point for complex HR system issues and critical incidents.

• Ensure timely resolution of service requests, incidents, and system-related inquiries in accordance with established SLAs.

• Coordinate with Global HRIS, IT teams, and external vendors to resolve technical and functional issues.

Service Delivery & Stakeholder Management

• Build strong relationships with HR leaders, HR Business Partners, and business stakeholders across APAC.

• Act as the regional focal point for HR application support, enhancements, and process improvements.

• Facilitate communication between regional users and global system owners to ensure business needs are effectively represented.

• Monitor support metrics and service performance to drive operational excellence.

System Enhancements & Continuous Improvement

• Gather and analyze business requirements for system enhancements and process optimization.

• Recommend and implement improvements that enhance user experience, efficiency, and data quality.

• Support testing, validation, and deployment of new system functionalities, releases, and upgrades.

• Identify opportunities for automation and digitalization of HR processes within the region.

Vendor & Third-Party Management

• Manage relationships with HR technology vendors and support partners serving the APAC region.

• Monitor vendor performance against agreed service levels and contractual obligations.

• Coordinate issue escalation, enhancement requests, and resolution activities with external providers.

Compliance & Governance

• Ensure HR systems and processes comply with company policies, data privacy requirements, and local regulatory obligations across APAC jurisdictions.

• Maintain appropriate system controls, access management, and governance processes.

• Support internal and external audits related to HR systems and data management.

• Ensure alignment with global HR technology standards and frameworks.

User Training & Adoption

• Develop and maintain user guides, training materials, and support documentation.

• Deliver system training and knowledge-sharing sessions for HR and business users.

• Promote adoption of HR technology solutions and best practices across the region.

Qualifications & Experience

Education

• Bachelor's degree in Human Resources, Information Systems, Business Administration, Computer Science, or a related discipline.

Experience

• 8+ years of experience in HRIS, HR technology, HR operations, or enterprise application support.

• At least 3 years of experience leading HR systems support or HR technology teams.

• Experience supporting HR platforms such as SAP SuccessFactors, Workday, Oracle HCM, or similar enterprise HR systems.

• Proven experience working in a regional APAC environment supporting multiple countries and stakeholders.

• Experience in system implementation, upgrades, testing, and change management initiatives.

• Familiarity with HR processes including Core HR, Recruitment, Performance Management, Learning, and Employee Lifecycle Management.

Technical Competencies

• HRIS Administration and Support

• SAP SuccessFactors / Workday / Oracle HCM / DarwinBox (preferred)

• HR Data Management and Reporting

• Service Management and Incident Resolution

• Business Process Improvement

• System Testing and User Acceptance Testing (UAT)

• Vendor Management

• Change Management

• Project Coordination

• HR Analytics and Dashboard Reporting

Behavioral Competencies

• Strong Stakeholder Management

• Customer Service Orientation

• Leadership and Team Collaboration

• Problem Solving and Analytical Thinking

• Effective Communication and Influencing Skills

• Planning and Organizing

• Adaptability in a Multi-Country Environment

• Continuous Improvement Mindset

Key Performance Indicators (KPIs)

• Achievement of HR application support SLAs

• System availability and service performance

• Incident and problem resolution effectiveness

• User satisfaction scores across APAC

• Data quality and reporting accuracy

• Successful delivery of enhancements and regional projects

• Adoption rates of new system functionalities

• Compliance with governance and audit requirements