This HR SLA is designed for organizations seeking to outsource or formalize their human resources services delivery in Malaysia. The document is essential when establishing a formal relationship between an HR service provider and a client organization, whether for comprehensive HR outsourcing or specific HR functions. It incorporates key requirements from Malaysian employment legislation, including the Employment Act 1955, Personal Data Protection Act 2010, and other relevant regulations. The agreement typically includes detailed service specifications, performance metrics, compliance requirements, and reporting standards, making it suitable for organizations looking to standardize their HR service delivery while ensuring regulatory compliance.
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1. Parties: Identification of the service provider and client organization, including registered addresses and company registration numbers
2. Background: Context of the agreement, including the client's need for HR services and the provider's expertise
3. Definitions: Detailed definitions of technical terms, service-related terminology, and abbreviations used throughout the agreement
4. Scope of Services: Comprehensive outline of HR services to be provided, including core HR functions, payroll, recruitment, and employee relations
5. Service Provider Obligations: Detailed responsibilities of the HR service provider, including compliance with Malaysian employment laws
6. Client Obligations: Responsibilities of the client organization in facilitating service delivery and providing necessary information
7. Service Levels and Performance Metrics: Specific, measurable performance standards and KPIs for each service area
8. Reporting and Communication: Regular reporting requirements, meeting schedules, and communication protocols
9. Data Protection and Confidentiality: Compliance with PDPA 2010 and measures for protecting sensitive HR data
10. Fees and Payment Terms: Pricing structure, payment schedule, and any variable costs
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Dispute Resolution: Process for handling service-related disputes and escalation procedures
1. Transition Services: Details of service transition from existing providers or internal teams, used when taking over from another provider
2. Business Continuity: Disaster recovery and business continuity measures, important for larger organizations or critical HR services
3. Technology and Systems: Specifications for HR software and systems, relevant when technology services are part of the agreement
4. International Services: Additional provisions for multinational operations, used when serving organizations with international presence
5. Compliance Training: Provisions for training client staff on HR compliance matters, relevant for comprehensive service packages
6. Change Management: Procedures for implementing service or organizational changes, important for complex HR transformations
1. Schedule 1: Detailed Service Descriptions: Comprehensive breakdown of each HR service and associated delivery standards
2. Schedule 2: Service Level Metrics and KPIs: Detailed performance metrics, measurement methods, and reporting formats
3. Schedule 3: Fee Schedule: Detailed pricing for each service, including any variable costs or additional charges
4. Schedule 4: Implementation Plan: Timeline and milestones for service implementation or transition
5. Schedule 5: Key Personnel: Details of key service delivery team members and their roles
6. Appendix A: Report Templates: Standard formats for various service reports and performance dashboards
7. Appendix B: Escalation Matrix: Contact details and procedures for service-related escalations
8. Appendix C: Compliance Checklist: Checklist of relevant Malaysian employment law requirements and compliance measures
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Manufacturing
Technology
Healthcare
Retail
Professional Services
Education
Telecommunications
Construction
Hospitality
Logistics
Energy
Relevant Teams
Human Resources
Legal
Procurement
Operations
Finance
Compliance
Risk Management
Information Technology
Facilities Management
Senior Management
Relevant Roles
HR Director
Chief Human Resources Officer
HR Operations Manager
HR Service Delivery Manager
Procurement Manager
Legal Counsel
Compliance Officer
Operations Director
Chief Operating Officer
HR Business Partner
Facilities Manager
Contract Manager
Chief Financial Officer
HR Transformation Lead
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