Human resources (HR) in Malaysia is rapidly evolving from a more traditional administrative role to a strategic one driving transformation. With a diverse, multi-generational workforce, Malaysian HR professionals are focusing on creating inclusive workplaces that meet different needs, from flexibility to meaningful work.

At Payments Network Malaysia (PayNet), HR goes beyond by strategically cultivating a diverse and inclusive workforce of more than 600 employees of 10 nationalities. PayNet’s HR team focuses on creating a workplace where everyone feels empowered to bring out their best selves, whether they are experienced leaders or just starting their careers. This dedication to people-centric leadership and fostering a diverse and supportive yet purpose-driven workplace has earned PayNet the prestigious HR Asia’s ‘Best Companies to Work for in Asia Award’. 

Fintech with a National Purpose

Owned by Bank Negara Malaysia and local financial institutions, PayNet is Malaysia’s national payments network. It functions as a not-for-profit entity with a clear goal: to ensure every digital payment contributes to national prosperity. But beyond its role in enabling fast, secure and reliable transactions, it is committed to broader objectives like financial inclusion, innovation, and resilience. 

“We’re not just a supporting infrastructure for Malaysia’s payment system. We have been leading the way on innovation in this space and we want to position Malaysia as a global leader in fintech innovation powered by its people,” says Shafenaz Farouk, PayNet’s Chief People Officer.

With a background in leading diverse and cross-functional teams in consulting, not-for-profit initiatives and government transformation, Shafenaz’s approach to leadership anchors on values she believes drives high performance and engagement - ownership, growth mindset and service to others. She believes that having character skills such as these will help people navigate the disruptive changes that AI will bring.

Bridging Generations Through Purpose-Driven Leadership
Fostering collaboration among a multi-generational workplace begins with a clear commitment to shared values and purpose. While employees may differ in age, experiences, and working styles, PayNet believes that unity stems from alignment around a common mission. 

PayNet recognises that different generations have different expectations, from Gen Z’s desire for autonomy and direction, to millennials’ need for flexibility and purpose-driven work. By prioritizing human-centred, inclusive leadership that focuses on creating a safe space, inspiring aspiration, encouraging curiosity, recognizing grit and promoting integrity - PayNet intends to build a sustainable,values-based culture that fuels innovation for the Rakyat.

Employer Recognition Matters
In 2024, PayNet received the Best Companies to Work for in Asia Award. It’s an accolade that  carries significant weight beyond the title. The award highlights the organisation’s ongoing commitment to building a positive, engaging, and inclusive workplace.

Such recognition goes beyond external validation.  It enhances PayNet’s ability to attract top talent while serving as a catalyst for continuous growth. Through employee feedback and benchmarking with leading organisations, PayNet gains valuable insights into its culture, leadership, and engagement strategies.

This ongoing feedback loop ensures the company  remains responsive to evolving employee expectations and continues to strengthen its position as an employer of choice. More importantly, recognition fuels internal pride, reinforces PayNet’s people-first values, and supports long-term resilience solidifying its role as a progressive leader in the fintech space.

Evolving HR in the Age of AI
The world of HR is changing fast. According to Shafenaz, culture is no longer simply supporting the business - organizational health and culture is now driving a differentiating strategy that creates sustainability, especially in a world shaped by AI and automation.

“As AI transforms organizations and jobs, HR plays a role in championing human-centred leadership - or accidentally risk people being led astray by technology with unintended consequences. We need to intentionally chart the path of maximizing the potential of AI while being aware of the risks to the organization and to humanity itself. There’s never been a time when leadership is more important,” she explains. 

Shafenaz shares three key shifts HR must embrace in the age of AI:

  1. Use AI to augment efficiency and effectiveness – AI has the potential to transform HR operations into data-driven and evidence based HR intelligence

  2. Lead with ethics and values – Ensure that AI is used fairly, safely and in ways that respect transparency, inclusivity, and trust

  3. Develop a workforce that thinks critically – Teach employees to always question, ask the right questions, challenge assumptions, and innovate for the greater good.

Advice for the Next Generation of HR Professionals

For those starting a career in human resources, Shafenaz believes it’s a field filled with purpose and potential. HR has the power to shape organisational culture, influence policies, and guide companies through change. But more than passion, building a successful career requires strong values and intentional, thoughtful leadership.

In today’s fast-changing world, especially with the rise of AI, working under forward-thinking leaders can make all the difference. These are the leaders who value ethics, inclusivity, and innovation and who prepare their teams for the future.

Her advice is clear: be intentional in your journey. Surround yourself with people who challenge you to grow and choose environments that prioritise values, people, and purpose.

Find out more about how PayNet is building a future-ready workforce driven by empathetic leadership and ethical innovation here. 

This series of Corporate Pioneers is in collaboration with HR Asia Best Companies To Work For In Asia Awards.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.