HR SERVICES INSIGHTS JUNE 2026 Heart of Every Interaction
Interaction Every Matters Every interaction is an opportunity to create value, build trust and make a meaningful difference for our people, customers and business. At HRS, service excellence is not defined by transactions alone, but by the outcomes we enable. Through stronger partnerships, simpler processes, digital innovation and the dedication of our people, we continue to support PETRONAS in moving faster, working smarter, and delivering better experiences. As PETRONAS advances its PETRONAS 2.0 journey, HRS plays a vital role in shaping a service culture that is responsive, digitally enabled and deeply human. Guided by our Desired Behaviours, we strive to Own It, be Solution Focused, Adapt to Win, have the Courage to Act, and Act for Enterprise in everything we do. This edition of HR Insights reflects how HRS is evolving from a service provider to a strategic business enabler, creating meaningful impact for people, customers, and businesses through every interaction. Let us continue to lead with purpose, serve with empathy, and innovate with courage. Because every interaction matters. And every interaction is an opportunity to make PETRONAS stronger. Naina Omar Head of HR Services 5
HRS@GlanceHRS is committed to delivering a comprehensive range of HR services and solutions to support our clients' evolving needs. Learning Administration Employee Performance & Capability Administration Employee Relations People Analytics & Reporting Talent Acquisition Data Management & Records Management Payroll Management Remuneration Management Employee Benefits Management Newly Added Services We are serving 120,000 Employees & Dependents 72 Companies 27 Countries established since 2012 manned by 500+ employees Top Talent Assessment Global Mobility Solutions Resource Management Student Management Employee Support Centre C Suite 6
HRS operates at scale, but its true value lies in enabling PETRONAS to deliver better people experiences, accelerating digital adoption, stronger workforce confidence and greater business continuity. Menara Dayabumi, Kuala Lumpur PETRONAS Twin Towers, Kuala Lumpur Platform & Insights • Analysis & Insights • Reporting & Statistics • Audit Data Support • Data Retrieval & Downloads • Employee & Stakeholder Experience • Strategy & Planning • Quality Management & Continuous Improvement Service Excellence Talent Services • Talent Acquisition & • Contingent Workforce • Talent Assessment • Employee Performance & Capability Administration • Learning Administration • Student Management • Employee Wellbeing & Social Welfare • Crisis Response & Employee Support • Union Management Matters Employee Relations Data & Rewards Management • Data Management • Payroll Management • Rewards Management • Personal Income Tax • Global Mobility Solutions • C-Suite Management 7
The strongest achievements are not built by individuals working apart, but by people choosing to move forward together. 8
01 Chapter Customer Stories Behind every business outcome is the people, challenges, or moments that mattered. Each story in this section reflects a simple but powerful shift, from delivering HR activities to enabling enterprise impact.
Preparing People for PETRONAS' Next Chapter #ActForEnterprise #WeCare As PETRONAS advances its transformation journey, success depends not only on new structures and operating models, but on having the right people ready at the right time. Through major enterprise initiatives including Apollo, Managing Services (MS), Technology Digital Commercialization (TDC), Estrella and Atlas, HRS partnered closely with HR Business Partners and business leaders. The success of PETRONAS 2.0 depends on people readiness, not organisational structures alone. By ensuring critical talent is positioned where it matters most, HRS has helped the organisation navigate change with confidence, reduce workforce transition risks, and sustain business momentum as PETRONAS enters its next chapter. Customer Stories 10
Protecting 411 Employees and Dependants Through Crisis In response to escalating Middle East tensions in early 2026, HRS coordinated the evacuation, relocation and immigration support for employees and dependants. The swift and seamless response safeguarded employee well-being, minimised operational disruption, strengthened workforce resilience, and reinforced trust in PETRONAS' people-first approach. #SolutionFocused "Employee trust is built in moments that matter. By responding with care, speed, and coordination, HRS helped strengthen confidence, protect employee wellbeing, and reinforce PETRONAS’ commitment to its people." A heartfelt thank you to everyone who worked tirelessly to ensure our safety during a very challenging time. Your care, dedication, and leadership mean more than words can express. Truly grateful. Bradley Nelson Special thanks to the PETRONAS Crisis Management Team for arranging everything. Huge thanks. Rafay & Family Thank you to everyone for getting us to safety. We all appreciate your efforts throughout this evacuation. Neilsen Thomas Thanks Liana! Amazing hospitality on KL side as well! It’s like we planned to spread great people around to keep the challenging experience as positive as possible!!! I know based on the feedback I’ve heard so far, you guys rocked it! Max Vorobiev Customer Stories 11
HRS collaborated closely with hiring managers, project teams, agencies, and key stakeholders, to accelerate the mobilisation of critical resources across multiple OPUs, enabling projects and operations to move forward without disruption. These efforts helped project teams focus on delivery while minimising delays associated with talent mobilisation and workforce transitions. Powering Business Delivery Through Workforce Readiness I’d just like to take a moment to thank you for the strong partnership, especially during post OD-1 activities where we transition a lot of our resource onboarding to the HRS team for our contract resources. For our project management work especially, this was executed very smoothly without any service disruption. Lisa Chan Ching Yi General Manager, Solution Delivery 344 Resources. RM64.3M Value. One Seamless Transition as of Q2. 616Contract Extensions 98New Hires 6 OPUChild Contracts MRCSB MLNG PCGB PPTSB PGB PFLNG I have experienced a good support from HR in terms of getting the right talent at the right time. Thank you HR and keep up the good work! Ir. Muammar Gadafi B Othman Senior General Manager, Development Project Directorate #ActForEnterprise I had a very good collaboration from the Resource Management team under Talent Services! We onboarded the resources in a timely manner and this helped with no disruption in our daily operation. Katpagaveni Kalainathan Manager, Quality Assurance Engineering Customer Stories 12
Turning Workforce Data Into Strategic Foresight As workforce challenges become increasingly complex, leaders need more than data; they need actionable insights. Through workforce analytics and targeted business engagements, PETRONAS is helping leaders better understand workforce risks, capability gaps, and future talent needs, enabling more proactive workforce planning and informed decision-making. Moving forward, with Visier as the main tool for our analytics, this is the opportunity for our HR Fraternity to upskill ourselves in the sense that when we do analytics, it's going to be at a more strategic level. Muhammad Nazrien Zakaria General Manager HR - LNG Assets & LMT #ActForEnterprise Better workforce decisions lead to better business outcomes. By transforming workforce data into strategic insight, PETRONAS is strengthening organisational agility, workforce readiness, and its ability to deliver future growth with confidence. Customer Stories 13
More Than Employee Relations HRS has stood alongside employees through natural disasters, family bereavements, wellbeing challenges, and community initiatives, providing the support and reassurance that help people move forward with confidence. The establishment of ER Eastern has been a well coordinated and purposeful journey. Strong stakeholder alignment stood out especially for Carigali during the ENIgma briefings where the team ensured clear communication and smooth handling of concerns. Supporting 13 engagement sessions involving 838 staffs, their responsiveness helped position ER Eastern as a trusted partner to the business. M Rashdan B Mahmood Senior General Malaysia, Peninsular Malaysia Assets PETRONAS Carigali Sdn. Bhd. ER has demonstrated accountability, proactiveness, and pace, especially during the situation right after OD-1 in November 2025. For example, we have the situation of natural disaster and a few death cases among PMA staff in November and December. They have responded well, being the ER for the constituents. M Azam B A Latef Senior Manager, HR – Peninsular Malaysia Assets Kami melihat kolaborasi yang amat berkesan di antara Group Security dan ER Eastern Region. Melalui komunikasi yang jelas, sistem sokongan yang berterusan, serta maklum balas yang pantas. ER Eastern the best! Mazlan B Ishak Inspector (Auxiliary Police), East Coast Region Customer Stories 14
02 Chapter Innovation & Digital Digital HR is not merely about technology adoption; it is about cultivating a culture where digital tools, insights, and automation empower better decisions, seamless employee experiences, increase digital fluency, and workforce agility in building a future-ready organisation.
Through ServiceNow and AskHR (AI-enabled chatbot), HRS is delivering a more responsive, efficient, and employee-centric HR experience while increasing productivity across the enterprise. By automating routine support and expanding self-service adoption, PETRONAS is building a digital HR ecosystem that enables employees to get help faster and empowers HR teams to focus on initiatives that create greater business value. The platform continues to grow through real employee interactions, live chats, and HR case insights, ensuring content remains relevant, accurate, and easy to navigate. More than a repository, this initiative is accelerating self-service adoption across PETRONAS. 182,242 HR requests supported through digital channels Migration of e-Guides and FAQs into ServiceNow is now underway! The Future of HR Service is Here One Source. Faster Answers. Better Employee Experiences. Enquiries resolved through AI-powered support 52,872 1,327 Knowledge Articles Published as of 1st July 2026 16 Innovation & Digital
#SolutionFocused 17
#AdaptToWin Through process redesign, automation, system enhancements, and data governance initiatives, HRS is strengthening the digital foundation that enables a more agile, efficient, and future-ready HR operating model. Building the Digital Foundation for HR Transformation Data Governance & Workforce Data Quality Robotic Process Automation (RPA) HR Process Redesign (113 Core Processes) Work Process Excellence (338 Process Deep Dive) Oracle Enhancements TESTIMONY FROM FOBO Digital is no longer just a support function for HR. It is the foundation of how we empower our people. My vision is a simpler, smarter and more human HR, where technology removes friction, so our people can focus on what matters most. Collaboration between Digital Corporate and GHRM is key, two teams moving as one, combining digital expertise with deep HR insights to deliver solutions that make genuine difference for PETRONAS. Fauzy Omar Basheer B Osman Senior General Manager, Technology Digital Solutions M Sabri B M Aboo Tahir Senior Manager Digital Program - HRM A heartfelt thank you to the HRS team for your collaboration, dedication, and unwavering support in advancing our HR transformation initiatives. Your contributions have been instrumental in strengthening our digital foundation and creating a more agile, efficient, and future-ready HR operating model for PETRONAS. Together, we are making a meaningful difference for the business and workforce. 18 Innovation & Digital
Building the Vision for People Data Analytics #AdaptToWin With the introduction of Ataccama, HRS is strengthening workforce data quality through enhanced governance, automated validations, and greater accountability among data owners. By expanding data quality business rules from approximately 100 to over 300 checks, HRS can identify data issues more precisely, drive targeted remediation efforts, and improve the accuracy, consistency, and completeness of workforce information across PETRONAS. Raising the Bar on Workforce Data Quality Through Visier, HRS is laying the foundation for enterprise workforce analytics, delivering insights across seven (7) modules to provide greater visibility into workforce trends and support workforce planning. Ongoing efforts to strengthen data quality, governance, and privacy controls will enhance the reliability of workforce information and building trust in people data across PETRONAS. 7 Modules: Manning, Attrition, Mobility, Performance Management, Leave, Competency, and Recruitment 19 Innovation & Digital
With Intern Hub, HRS helped simplify administrative and allowance processes, reducing manual coordination and improving the experience for interns, hiring managers, and HR teams. By improving process efficiency, strengthening submission discipline, and reducing rework, HRS helped create a better experience for future talent while enabling HR teams to operate with greater speed and consistency. From First Click to Future Talent: Reinventing the Internship Experience 1 April 2026 Internship Hub Go-Live 71% Process Cycle Efficiency 18% 80% Allowance Submission Rate 37% 50% Post-Submission Rejections By simplifying the internship journey, HRS helped PETRONAS create a smoother, smarter, and more engaging experience for young talent and the teams supporting them. 20 Innovation & Digital
The true measure of service is the difference we make in people's lives. 21
Partnership & Collaboration Partnership turns HR delivery into business impact. By working across boundaries, HRS helps PETRONAS solve enterprise challenges with greater speed, consistency and shared accountability. 03 Chapter
For PETRONAS employees, receiving their annual increment and performance bonus accurately and on time is an important reflection of the organisation's commitment to recognising their contributions. Through strong collaboration across HRS, COE, HRBP, and business entities, the teams worked seamlessly together to ensure every employee could focus on performing at their best, knowing their rewards were handled with care, accuracy, and reliability. Driving Confidence Through Seamless AIPB Execution Annual Increment Performance Bonus 33,346Employees Paid 100%Payment Made On Time #ActForEnterprise Congrats to you and the team for making this happen!!! Processing this volume through payroll following our OD-1 is no small task and know there will be many happy colleagues today. Thank you to you and the team! Joanne Klein General Manager HR Development Well done Faizal & team! Selamat beraya dengan tenang :) Nuruzul-Izzi Bt Alias General Manager, HR Malaysia Assets Thank you so much M Faizal B M Farouk and team for everything! Adi Suria B Ishak Chief HR Officer, PCG Partnership & Collaboration 23
The successful transition of manpower resources into the new SEARAH operating model marked a major milestone in PETRONAS’ transformation journey. Through strong collaboration across business leaders, transformation teams, and key stakeholders, the result was a smooth transition that maintained workforce stability, operational continuity, and employee confidence throughout the process. Transforming Workforces, Enabling SEARAH Successful transformation is not only about new structures, but how smoothly people transition into them. GO-LIVE10th July 2026 1,608Employees Transitioned >1,250Offer Letters Issued An Eni and PETRONAS Company Noor Ismail Jaafar Vice President HR & Corporate Affairs Searah Malaysia Sdn Bhd As Searah Malaysia embarked on its growth journey, HRS played a pivotal role in building the workforce foundations needed for success. From establishing essential HR services and systems to onboarding our first Contract Direct Hire employee and supporting the execution of 1,251 Offer Letters, HRS ensured a seamless transition. Their collaborative approach, professionalism, and unwavering commitment to solutions helped turn complex challenges into successful outcomes, creating a partnership that continues to drive our growth forward. Partnership & Collaboration 24
Strengthening Governance Across PETRONAS' Global Workforce Building Workforce Readiness for Critical Operations Through Project Atrium, HRS partnered with HRBPs, Finance, and business entities to standardise key HR processes across international operations by consolidating fragmented practices into a unified approach. This strengthened governance, improved service consistency, and enabled better control of recurring HR administration activities across PETRONAS' international entities. Plant turnarounds are critical to operational performance and business continuity. To strengthen workforce readiness, HRS partnered with Turnaround Management Teams, HRBPs, and key stakeholders to establish a unified approach to employee management, replacing fragmented practices with a consistent enterprise-wide framework. By improving workforce mobilisation, governance, and stakeholder coordination, HRS reduced operational risks, enhanced employee support, and enabled turnaround teams to focus on safe and efficient execution. PETRONAS International Entities supported88 Form E Submissions completed FY202542 Months of Historical Backlog cleared7 Manpower Cost Invoices processed & issued41 Apa saya nak puji in terms of ER punya collaboration dengan HRBP adalah dalam managing OPU support, ataupun bersama TACS, dalam TA (Turnaround) kita pada tahun 2026. ER sendiri membantu TACS dalam mengkoordinasikan PSV dan juga Visa Application untuk kita punya expatriats yang datang untuk support TA. Nuranisa Bt Anuar Manager, HR – PCLA (PETRONAS Chemicals LDPE & Ammonia) Partnership & Collaboration 25
HR&YOU x MESTIfit4Health One Wellbeing Ecosystem HR&YOU x MESTIfit4Health, a collaboration between GHRM, GHSE, and PLC came together to create an integrated wellbeing ecosystem, providing employees with easier access to resources, support, and practical guidance for both work and life. Employee wellbeing remains integral in building a resilient, engaged, and high-performing workforce. 86.4% intent to adopt positive habits 93.2% found event practical 78.2% felt re-energised NPS +50 >1,100 attendees #SolutionFocused Partnership & Collaboration 26
Bridging Perspectives, Driving Progress with KAPENAS Ongoing engagement with KAPENAS, HRS strengthened collaboration between management, employee representatives, and business leaders, creating a platform for constructive dialogue, greater alignment, and shared problem-solving on key workforce matters. As such, HRS helped build stronger stakeholder confidence and support for PETRONAS' transformation agenda. Strengthens trust and workforce alignment Supports smoother execution of transformation initiatives Enables proactive resolution of workforce concerns Builds stronger stakeholder support for business priorities #ActForEnterprise Partnership & Collaboration 27
Strategic Partnerships with JTK for Workforce Sustainability Building strategic partnerships with Jabatan Tenaga Kerja (JTK), HRS strengthened HRS workforce governance, ensured regulatory readiness, and reinforced PETRONAS' commitment to responsible and compliant workforce practices. By maintaining strong relationships with key regulators, PETRONAS is better positioned to navigate workforce challenges, uphold responsible employment practices, and support sustainable business growth. #ActForEnterprise Partnership & Collaboration 28
Investing in PETRONAS' Next Generation of Talent #ActForEnterprise 568 Scholars were successfully onboarded on the PETRONAS Powering Knowledge Education Sponsorship (PPKES) 2026 programme, strengthening PETRONAS' pipeline of future professionals and leaders. Beyond managing the scholar journey, HRS upholds PETRONAS' commitment in developing future capabilities aligned with long-term business needs. Partnership & Collaboration 29
Enabling Change Through Learning & Capability Roadshow To better propagate the new OD1 operating model on HRDC, External and In-House, and COC training, HRS partnered with Talent Development in launching a nationwide capability roadshow to help stakeholders navigate transformation with clarity, reduced implementation risks, strengthened organisational agility, and reinforced PETRONAS' ability to execute change at scale. #AdaptToWin Building capability and shared understanding is fundamental to turning operating model changes into sustainable business outcomes. Partnership & Collaboration 30
Enabling Enterprise Decisions Through Workforce Intelligence Working closely with HR stakeholders and business leaders, HRS delivered more than 2,000 analytics requests, dashboards, and workforce insights, transforming raw workforce data into actionable intelligence that supports better people and business decisions across PETRONAS. Despite navigating fragmented data sources, inconsistent records, and the complexities of sanitising workforce information across the organisation, Platform & Insights, HRS strengthened data governance and reporting standards to build a more reliable analytics foundation. Trusted data is more than a reporting asset. It is a strategic enabler that empowers leaders to make better decisions, faster, and with greater confidence. The Power Behind Smarter Talent Decisions Reliable workforce management starts with visibility to support day-to-day talent and learning operations. #CouragetoAct Capability Learning Employee Performance Management >20 PowerBI Dashboards Developed { HRS developed and maintains Power BI dashboards* bringing critical workforce information into a centralised and accessible platform. These dashboards provide HR practitioners, HRBPs, Talent Coordinators, Capability teams, Line Managers, and SKG Planners with timely visibility of workforce data, reducing reliance on manual reporting and enabling better monitoring of talent development, learning administration, and performance management activities across PETRONAS. *Access to these dashboards may be requested by submitting a ServiceNow ticket. Partnership & Collaboration 31
A strong service culture begins with people who feel connected, capable, and purposeful. By strengthening culture from within, HRS is better positioned to serve PETRONAS with empathy, agility, and enterprise mindset. People & Culture 04 Chapter
underwent coaching through the High Impact Team Dynamic Lab. HRS is equipping leaders with a shared framework that strengthens ownership, accountability, and collaboration, laying the foundation for sustained organisational performance. is helping to create the conditions for sustainable high performance, where employees are motivated to contribute, innovate, and support one another. This enables HRS to better support PETRONAS' business ambitions through a more engaged, agile, and customer-centric workforce. Leadership Multiplier Effect A Sparkling Sense of Belonging 40 HRS leaders> HRS Spark Club People & Culture 33
Through the ER vs IR Pickleball Friendly Match, HRS created an opportunity for employees and leaders to connect beyond day-to-day operations, strengthening trust, teamwork, and cross-functional collaboration, fostering meaningful workplace connections that support effective execution, cultivate a culture of openness, and foster collaboration. Conversations Shaping the Future of HR Where Culture, Connection and Performance Meet #AdaptToWin Studio Santai Podcast was launched to bring thought leadership, industry trends, and future-focused conversations closer to employees in an engaging and accessible way. As the series expands, the platform strengthens the PETRONAS 2.0 Desired Behaviour of Adapt to Win through continuous learning, collaboration and innovation. People & Culture 34
Behind every effective leader, Secretaries and C-Suite Drivers form a support system that ensure the organisation runs seamlessly. Through targeted development and engagement initiatives, HRS continues to strengthen the capabilities of the people who play a critical role in enabling leadership effectiveness across PETRONAS. Serving Leaders with Care A strong culture is built when every employee understands the value of their contribution. #ActForEnterprise #WeCare People & Culture 35
PETRONAS 2.0 Desired Behaviours in action People & Culture
Performance reaches its highest potential not when it measures people, but when it empowers them to achieve more than they ever thought possible. 37
05 Chapter HR Services in Numbers Performance is measured not only by what we achieve, but by how consistently we deliver. Across HRS, we continue to strengthen the capabilities and standards that power service excellence and business confidence.
HRS Performance 1H2026 HRS in numbers HRS simultaneously delivers large-scale transformation, improve service performance, and accelerate digital adoption. HRS will continue to strengthen service excellence and transformation delivery, advancing a more reliable, scalable and digital HR operating model in support of HRM ecosystem. 89.2%improved from 80.9% in Q1 SLA Compliance (Q2) 3.53/4improved from 3.38 in Q1 (Q2) 52,872AI-deflected Cases 47Reviewed 338HR Processes 8/8Delivered Timely Letters Issued 100%• ENIgma • Compass • TDC • Estrella • Apollo • Atlas Customer Satisfaction Score AI Adoption Process Optimisation Enterprise Wellness Initiatives Supporting Business Critical Mission 39
06 Chapter Looking Ahead
In 2H2026 and beyond, our focus will be centred on four strategic priorities: Accelerating Digital HR through greater adoption of AI, self-service capabilities, and seamless digital experiences that simplify how employees interact with HR. Advancing Work Process Excellence by streamlining and reimagining end-to-end HR processes, reducing complexity, strengthening governance, and improving service reliability across the enterprise. Driving Workforce Intelligence by leveraging people analytics and trusted workforce data to enable faster, data-driven decisions, and proactive workforce planning. Elevating Employee Experience by creating more personalised, responsive, and human-centred interactions that strengthen trust, engagement, and productivity. Because every interaction matters. And every interaction is an opportunity to make us stronger as One HR. The Futureof every Interaction 41
Credits Content Contributors Editorial & Creative Team Editor-in-Chief Yee Wei Mee Customer Experience & Service Partnership Management HR Services Ameera Ilyana Esa Customer Experience HR Services Norazreen M Zabidi Customer Experience HR Services Fatin Hannani Abd Fatah Customer Experience HR Services We extend our deepest appreciation to the HRS Leadership Team : Naina M Shukri Omar M Faizal M Farouk Fatimah Yahya M Shahfree M Yusof Yusliza Yusof Nurbaizura Daud Together with all contributors who played a part in this publication, thank you for your leadership, dedication, and valuable contributions. Your collective efforts have made it possible to showcase the stories, achievements, and impact that continue to shape and strengthen HRS. Mahfuzah Suparman, A Abrar Basemin, Nursafni M Salleh, Riana Raizeen Rusman, Siti Sabariah Zakaria, Azril Shah M Shah, Syazani A Khalid, Syamima Sufarena Sulaiman, Nordiana Daud, Badrul Hisham Ismail, Nur Atiqah Akob, M Fazzly Kamari, Amzar Hj Abdullah, A Alif Asyraf Abu Bakar, Amira Izzati Kauzi, Rj Firdauzzaman Rj Arif Shah, M Hazmi Madzaki
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