People Solutions Manager (Philippines Lead)

Key Responsibilities

Operational Leadership Service Delivery

• Oversee daily back office People Shared Services operations for the Philippines ensuring timely accurate and compliant responses to employee HR queries including payroll benefits and employee support
• Manage the intake triage and assignment of cases in the case management tool eg ServiceNow ensuring data accuracy and integrity in global HRIS eg Workday
• Ensure the team resolves or escalates complex payroll and benefits issues appropriately and supports employment verification and documentation requests globally
• Drive execution of new HR People program launches and support annual HR events projects and MA activities

People Management Team Development

• Build lead and develop an inclusive engaged high performing team through effective recruiting onboarding coaching training and ongoing performance management
• Set clear goals provide regular feedback conduct one on one and support career growth and professional development plans for team members
• Foster a culture of continuous improvement accountability and excellence

Process Improvement Transition Knowledge Management

• Lead the transition and integration of new processes or workstreams into Shared Services including planning documentation resource mapping and training
• Analyze design and document functional requirements and step by step workflows for operational processes
• Identify recommend and implement process improvements supporting system user acceptance testing as required

Stakeholder Engagement Cross Functional Collaboration

• Build strong working relationships with internal COE teams eg People Business Partners HRIT Payroll Benefits managers employees and external vendors
• Serve as a subject matter expert and escalation point for complex data errors or process issues impacting data integrity and reporting
• Communicate effectively and influence functional leadership across geographies

Metrics Reporting Quality Assurance

• Own and drive accountability for service delivery metrics SLAs and KPIs ensuring consistent high quality employee experience
• Develop and share meaningful reports and data insights with stakeholders using metrics to demonstrate and communicate Shared Services value
• Deliver on internal quality assurance programs monitoring performance against SLAs volume customer satisfaction and quality standards

Compliance Risk Management

• Ensure all processes are compliant with company policies local labor law and data privacy requirements
• Proactively identify and mitigate operational risks within the scope of Shared Services

Market Specific Deliverables

• Handle local Onboarding tasks like arranging NEO (New Employee Orientation), triggering emails for obtaining various documents prior to employee joining, and any other related tasks.
• Administration of local Benefits:
  • Administer the locally-mandated Benefits like SSS, PhilHealth etc
  • Administer Visa Benefits eg. Gym subsidy, Education Assistance program etc

Qualification & Requirements

Basic Qualifications

• 8 or more years of relevant work experience with a bachelors degree or at least 6 years of relevant work experience with an Advanced Degree eg Masters or MBA Experience using enterprise scale HRIS Workday or similar and Case Management systems ServiceNow or similar

Preferred Qualifications:

• Knowledge of people functional policies and practices within a Global Shared Services model
• Skilled in the utilization and management of enterprise level systems such as Workday and ServiceNow other comparable software tools acceptable
• Experience managing people projects and is passionate about improving operational excellence employee experience and approaches problems from a programmatic perspective with a bias for action capable of breaking down complex problems to make data driven decisions
• Proven ability to standardize and reengineer people processes that help build scale
• Proven ability to document in writing step by step procedures and process flows ensuring knowledge bases are updated and accurate throughout the year
• Collaborative style and a good team player with a strong customer focus mindset that focusses on employee experience and continuous improvement for all processes
• Proven track record of managing the partnerships with COEs
• Experience with successfully transitioning work to People HR Shared Services
• Experience developing metrics and setting targets using engaging presentation methods and tools
• Strong communicator who can deliver impactful presentations to leadership
• Exposure to digital automation tools such as RPA cognitive machine learning AI etc
• Proficient in Microsoft Office products with emphasis on MS Excel Visio Word and PowerPoint

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…