Associate Manager, HR Delivery Center

The Manila Tier 1 Associate Manager reviews the Workday transactions completed by the Global HR Representative in Manila which includes creating new hire employee profile, organization position, job transfers, promotion and demotion of employees and employee termination in the system for all SCJ employees across the globe

Essential Duties and Responsibilities:

Lead the Tier 1 operational activities to achieve KPI targets and SLA's by executing resource planning to ensure availability of staff and support

Enhance customer experience by analyzing data / trends in order to improve accuracy of information available to employees thus increasing the volume of services that can be resolved using the HR Portal, ESS, MSS or during their first contact

Lead and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback to improve performance

Coordinate team resourcing to ensure workloads are effectively managed

Develop and maintain strong internal business relationships to proactively identify, mitigate and resolve customer concerns

Reviews and approve Workday transactions completed by the Manila HR Representatives

Required Skills / Experience / Competencies:

Bachelor’s degree in business, HR, or related discipline required

5 - 7 years progressive Contact Center / Customer Service experience, background in HR Shared Services preferred

Strong understanding of HR Operations and Business Process Outsourcing/Contact Center management

With experience in using Service Center technologies (e.g. ticket management, knowledge management, telephony / chat, email, document management, etc.).

HR Information System experience preferred, Workday and ServiceNow is an advantage

Job Requirements:

Full time employment

Work Hours: 8:00AM or 9:00AM to 5:00PM or 6:00PM (Mondays to Fridays)

Shifting work schedule might be required depending on the critical deliverables and the urgent requirements of countries supported

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