Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a Philippines-based BPO and IT services firm founded in 2019 that provides customer service and back-office support, originally established as a subsidiary to support its global operations. The company is looking for an experienced HR Lead with exposure working on a shared services environment and will be based in BGC, Taguig for a Hybrid Setup.
Main purpose of the job
- As a Shared Services Team Lead at our organization, your responsibilities are leading and managing the daily operational execution and deliverables of the human resources shared function with a focus on the employment life cycle, from attraction, hiring, development, retention, data/HRIS management and offboarding processes. You are responsible for team engagement, and performing efficient and quality deliverables.
- You'll collaborate with respective stakeholders to enhance the employee experience, maintain confidentiality, and contribute to overall team goals. Additionally, you'll handle your own tasks and ad-hoc tasks related to talent/onboarding/data management administration processes to support operational efficiency and effectiveness.
Responsibilities and duties
Service Delivery
- Responsible for talent/onboarding/employee lifecycle data management process and implementation.
- Responsible for the daily operational functions such as but not limited to case management, distribution, and assessment of related processes/requests.
- Responsible and ensures quality and efficiency of own work deliverables related to the function on a daily basis.
- Act as the subject matter expert/escalation for the team and clarify their process-related queries.
- Support building the training plan, live training, in-training, follow-up training of new and existing procedures.
- Support in hiring and building the team's competency and capability.
- Contribute to developing, updating, and distributing the standard operating procedures and tools specific to the discipline.
- Manages the delivery of high-quality services and ensures the team is working together to meet service delivery and service quality expectations
- Manage team's utilization, work planning, and task distribution and accomplishments.
- Participate in preparing and evaluating the HR-related reports on workload management, and service level agreement (SLA) achievement including quality and process efficiency.
- Responsible for submission and coordination of status report(s), as necessary
- Contribute to process/continuous improvement initiatives.
- Perform other related tasks that may be required from time to time.
Leadership/People/Relationship Management
- Lead, and promote a culture of teamwork, innovation, and excellence in customer service
- Motivate, support, coach, and guide team members in daily operations and performance
- Discuss performance objectives for all team members in accordance with the company OKR
- Monitors and reviews progress and accuracy of work directs efforts towards achieving agreed performance metrics, and provides technical guidance on complex issues.
- Identify and manage opportunities for development across the team and implement development plans to grow people's competency and capability.
- Conducts periodic appraisal and required follow-up in accordance to the work delivery and output, following the policies of the company.
- Build, Develop, and maintain effective working relationships with counterparts/stakeholders and HR partners to ensure a thorough understanding of the business and its support requirements.
