Mervin Soon Hin Teik
Country HR Operations Manager
Petaling Jaya, Selangor,10
Summary
HR Professional leader with over 18 years of experience in the Shared Service Industry. Ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands. Recognized for proactive approach in delivering effective solutions.
Overview
26
26
years of professional experience
3
3
Certifications
Work History
Country HR Operations Manager - Australia
SHELL BUSINESS OPERATIONS
04.2022 - Current
- Lead, Inspire and motivate teams, through strong engagements and building the HR Operations community, and grow capability level
- Deliver faster & simpler quality HR experience, with a strong focus on value, and sustaining disciplined performance on consistent speed, accuracy and employee satisfaction delivery.
- Champion continuous process and system improvements and a drive to create the best possible user experience. Successful delivery of 2 continuous improvement projects 2025/25 which has both cost and license to operate impact, over/under payment review (over AUD$700K recovered) and time and absence simplification (over 1900+ leave hours reconciled)
- Strong focus on the creation and launch of Reorganization Playbook as part of OpEx (Operational Excellence) project; which drives active Integrated collaboration within ERIR, Policy Team, HR Business Partners and HR Operations.
- Enable learner's mindset by embedding a coaching culture across teams to influence and drive performance. Put in place bi-weekly learning calendars for the wider HR Community to share best practices, 'recognize' errors and standardize ways of working
- Directed strategic HR initiatives by aligning corporate objectives with innovative workforce solutions, enhancing organizational development during a crucial transformation period.
Business Change Consultant
SHELL BUSINESS OPERATIONS
10.2018 - 03.2022
- Lead and support global scaled and cross-functional reorganization projects, with timely and effective delivery, while meeting Project Management quality standards adhered to local consultation requirements as needed by country legislation
- Engage with a wide range of stakeholders to ensure timely and quality input into projects, allowing effective monitoring of workload, resources allocation and risk management.
- Successful delivery of large and complex reorganization projects ie. PAISA (Upstream rebuild) Streamlining spans and layers of Technical Asset Ops, Shell Japan acquisition and reorganization, RESHAPE 2021.
- Appointed as a Regional Coordinator for REHSAFE 2021 to train and coach 15 mappers on the use of BOXOMATIC tools and provide guidance on mapping design-based OM guidance and principles.
- Successfully implemented manual system interventions with over 8000 line changes.
- Monitoring and closing out Shell A structure (post hyper care) by delivering through others outside of immediate team with proven collaborative efforts.
HR OPERATIONS TEAM LEAD
SHELL BUSINESS OPERATIONS
05.2016 - 09.2018
- Manage a team of 20 advisors to deliver both HR transaction and advisory matters.
- Deliver high performance dashboard in accordance with service level agreements by exceeding average of 96% year on year.
- Maintain business partnership with country stakeholders at all levels by translating business goals and strategy to align with team targets.
- Eliminated waste and implemented 5 working processes as part of the company's journey to continuous improvement.
- Successful integrated collaboration with country HR on the migration of the HR Operations project. Efforts recognized and awarded by Global HRVP.
ORGANIZATION MANAGEMENT TEAM LEAD
SHELL BUSINESS OPERATIONS
03.2013 - 04.2016
- Lead a team of 12 advisors to facilitate system changes in Shell Organization Management structures which includes re-organization and system structural clean-ups
- Improved team's service delivery time in system changes with an average of 6 hours turnaround per case vs the agreed 3 days service level agreement.
- Attained and sustained low structural error rates; average 260 errors vs 90,000 records.
- Certified Master trainer for Beyond Service Excellence programme.
- Achieved and sustained high Team Leadership survey score with a 93% average in 3 consecutive years.
- Developed and up-skilled team members to take on higher level roles.
OM SUBJECT MATTER EXPERT
SHELL BUSINESS OPERATIONS
04.2010 - 02.2013
- Facilitated cross-departmental initiatives to refine operational procedures, enhancing overall process efficiency and achieving notable reductions in error rates.
- Standardized and enhanced operational processes by collaborating with cross-functional teams, leading to significant improvements in efficiency and consistency across global operations.
- Streamlined global operational workflows by leveraging subject matter expertise, ensuring alignment with strategic business objectives and driving process improvements.
- Orchestrated global operational strategy sessions, fostering a unified approach to achieve business objectives and drive process innovation across departments.
- Spearheaded the standardization of operational processes, enhancing efficiency and alignment with strategic business goals across global teams.
- Refined complex operational methodologies by synthesizing insights from cross-departmental research, achieving substantial gains in process consistency and effectiveness.
ORGANIZATION MANAGEMENT ADVISOR
SHELL BUSINESS OPERATIONS
03.2007 - 02.2010
- Execute OM change request via SAP in compliance with existing Global and business guidelines, with speed and accuracy.
- Displayed consistent delivery in achieving and maintaining performance dashboard.
- Appointed focal to onboard new joiners, and provide on the job training.
- Developed strong knowledge of OM and its linkages to backend systems.
- Received multiple recognition from stakeholders for speed, accuracy and collaboration.
PLATINUM SERVICES TEAM LEADER
AMERICAN EXPRESS (M) SDN BHD
03.2006 - 02.2007
- Responsible for a team of 12 premium services executive to provide call centre support.
- Call observation and coaching of team to develop, coach and improve team member skills.
- Translate, plan and organize call centre goals to ensure objectives are achieved.
TEAM PROCESS TRAINER
AMERICAN EXPRESS (M) SDN BHD
03.2005 - 02.2006
- Conduct new joiners onboarding, job training and certification of readiness.
- Review of job aids and processes and ensure compliance control and measures in place.
- Coordinate change and engage initiatives for new process implementations.
CUSTIMER SERVICE EXECUTIVE
AMERICAN EXPRESS (M) SDN BHD
08.2003 - 02.2005
- Provide call centre support to cardmembers on products and services.
- Ensure first contact resolution or timely referral of case set up for further investigation.
FRONT LINE TELLER
MAYBANK BHD
06.1999 - 07.2003
- Introduction to retail banking, which includes stints in teller services, customer relationship management and sales of retail products.
Education
OSSD - Ontario Secondary School Diploma
TAYLOR'S UNIVERSITY
SPM - O'LEVELS
SM (L) BUKIT BINTANG
Skills
Stakeholder Management
undefinedCertification
Master Trainer - Beyond Service Excellence Programme (Cert: Forum Inc. Co)
Timeline
Country HR Operations Manager - Australia
SHELL BUSINESS OPERATIONS
04.2022 - Current
Business Change Consultant
SHELL BUSINESS OPERATIONS
10.2018 - 03.2022
Learning Facilitator - Problem Solving and Decision Making Skills (Cert: Shell In house - L&D)
04-2018
HR OPERATIONS TEAM LEAD
SHELL BUSINESS OPERATIONS
05.2016 - 09.2018
Learning Facilitator - Visual Management Technique (Cert: Shell In house - L&D)
03-2015
Master Trainer - Beyond Service Excellence Programme (Cert: Forum Inc. Co)
07-2013
ORGANIZATION MANAGEMENT TEAM LEAD
SHELL BUSINESS OPERATIONS
03.2013 - 04.2016
OM SUBJECT MATTER EXPERT
SHELL BUSINESS OPERATIONS
04.2010 - 02.2013
ORGANIZATION MANAGEMENT ADVISOR
SHELL BUSINESS OPERATIONS
03.2007 - 02.2010
PLATINUM SERVICES TEAM LEADER
AMERICAN EXPRESS (M) SDN BHD
03.2006 - 02.2007
TEAM PROCESS TRAINER
AMERICAN EXPRESS (M) SDN BHD
03.2005 - 02.2006
CUSTIMER SERVICE EXECUTIVE
AMERICAN EXPRESS (M) SDN BHD
08.2003 - 02.2005
FRONT LINE TELLER
MAYBANK BHD
06.1999 - 07.2003
OSSD - Ontario Secondary School Diploma
TAYLOR'S UNIVERSITY
SPM - O'LEVELS
SM (L) BUKIT BINTANG
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