Job Title

People Services Team Lead, APAC

Job Description Summary

The role will oversee and direct work for a dedicated team of HR Advisors within the Manila People Services, managing Human Resources operations, delivering customer-focused service for Tier 1 People processes, meeting SLAs and working on continuous improvement activities (process improvement including process automation & continued process transition from onshore People Services teams).

Job Description

HR Advisor in large and complex organization supporting APAC Employee base

Building, maintaining and leading a specialized team through effective recruiting, training, coaching, team building, and succession planning

Working alongside other People Services leaders to continuously develop & improve the shared service team

Partner with relevant key HR stakeholders to manage and develop standardized processes and procedures across the region, ensuring team compliance of local legislations

Overseeing a customer-focused administrative/transactional function that meets SLAs and KPIs

Developing, maintaining, and continuously improving processes, systems and technology, measurement practices, and metrics reporting for the broader People community

Ensuring the effective management of logged cases and ensuring the work of the team meets the required standards

Effectively dealing with escalated queries, ensuring any issues are dealt with in a prompt and professional manner

Providing input to all HR teams for updates and upgrades to products and systems

Maintaining confidential department records and office files in accordance with internal company procedures

Creating/editing written communications, reports, or other items daily

Maintaining direct ownership of tasks/projects

Creating and maintaining a culture that inspires and empowers the team

Requirements:

Bachelor’s Degree holder (4 years+)

Excellent understanding of HR issues, processes and procedures

In depth knowledge of transactional processes to enable interpretation for policy and guidance to customers

Knowledge of and experience with HR Services, including workflows / processes, hire to retire

Experience of working in a customer-focused environment, ideally working to SLAs

Experience of managing a team and ability to demonstrate achievement of performance and efficiency benefits through coaching and people development

Excellent verbal and written communication skills

Ability to balance demands and priorities

Ability to proactively identify opportunities to improve the service

Experience of working within a large and diverse organization

Experience of working with ServiceNow and Workday or other similar HR technology is desirable

Strong customer service skills

Demonstrates critical thinking

Effective interpersonal skills and problem-solving ability

INCO: “Cushman & Wakefield”