APAC Service Transformation Director – HR Services
CBRE
APAC/Oceania, Malaysia, Kuala Lumpur, Taman Wilayah
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Salary
Rank
Senior Director
Responsibility
Design/Transform
Scope
Regional
Workplace
100% in office
Functions
HR
Reports to
Level
N-2
Travel Max:
0%
Posting Date
05-30-2026
Description
As the APAC Service Transformation Lead, you will spearhead the evolution of our People Services function across the APAC region. This pivotal role focuses on establishing a robust service management framework, significantly enhancing employee and customer experience, and maximizing the utility of ServiceNow as our core HR service delivery platform. You will collaborate closely with regional and global teams to standardize, optimize, and continuously improve People Services, aligning with CBRE’s global HR Service Transformation program and growth ambitions.
Key Responsibilities
- Design and embed a comprehensive service management framework for APAC People Services, including service catalogues, SLAs, KPIs, and governance.
- Establish consistent service performance measurement and drive continuous improvement initiatives to optimize service delivery.
- Champion an exceptional employee and customer experience by integrating experience-led design into processes and tools.
- Implement and evolve voice-of-the-customer mechanisms (e.g., CSAT, NPS) to inform and drive service enhancements.
- Support the delivery of the APAC People Services ServiceNow roadmap, ensuring alignment with global technology strategy.
- Lead regional requirements gathering, process redesign, and implementation of ServiceNow enhancements as part of Project Horizon.
- Support the evolution and adoption of AI within APAC People Services, driving digitization and automation to elevate efficiency and personalization.
- Act as a trusted partner to in-country People Operations teams and other stakeholders, harmonizing processes and clarifying ownership.
Qualification & Requirements
- A Bachelor’s degree in Human Resources, Business, Operations, or a related discipline.
- Ideally 10+ years of experience in People Services, shared services, HR operations, or service transformation within an APAC regional environment.
- Demonstrated experience building and operating service management frameworks (SLAs, KPIs, governance) in complex, matrixed organizations.
- Strong hands-on experience with ServiceNow HR Service Delivery (HRSD) or similar enterprise service platforms.
- Proven ability to lead continuous improvement initiatives and translate data into actionable insights.
- Significant experience working across multiple geographies within the APAC region.
- Experience in leadership roles within multinational corporations, requiring strong influencing and collaboration skills with diverse stakeholders.
- A strong service-oriented mindset with a passion for employee experience and a data-driven approach to problem-solving.
Benefits
No information available.
Company Profile
CBRE
Industry
Real Estate
Revenue
$30.83B
Employees
115,000
Fortune 500 Rank
#134
Global 500 Rank
NA
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