Quality Assurance Manager (People Services)

BE PART OF A REVOLUTIONARY CHANGE!

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

The Quality Assurance Manager leads the end‑to‑end quality assurance strategy across Global People Services, ensuring consistent, compliant, and high‑quality HR service delivery at scale.

The role acts as the Quality Governance Authority for Hire‑to‑Retire processes, driving performance with holistic accuracy, audit readiness, and CI for enhancing Employees and Line Managers experience globally.

Key Responsibilities:

Quality Governance & Operating Model

• Own the global QA framework for Global People Services across all service lines


• Define and govern quality standards, controls, and acceptance criteria aligned to P&C policies


• Act as the second line of defense for P&C processes quality and compliance

Audit, Risk & Compliance Management

• Design and execute risk-based quality audits across P&C processes (Payroll, Data Changes, etc.)


• Ensure traceability, documentation, and audit trails supporting internal and external audits


• Partner with Legal, Privacy, and GPO teams on GDPR and P&C Policies adherence

Performance Management & Insights

• Own P&C Holistic Accuracy KPIs: error rates, rework, incidents


• Produce executive‑ready trend analysis with insights


• Translate data into clear improvement priorities for Global People Services Leadership

Continuous Improvement, Transformation Enablement & Stakeholders Management

• Lead root cause analysis and corrective action plans for recurring quality issues as a part of Holistic Accuracy Framework


• Partner with GPOs and Delivery Service Lines to redesign inefficient or high‑risk workflows


• Act as quality advisor for transformation initiatives (new systems, migrations, vendor changes)

Capability Building & Quality Culture

• Define quality capability building plans for Global People Services teams


• Coach Team Leads and Specialists on quality standards and self‑inspection


• Embed “quality at source” mindset across delivery teams

Qualifications:

• Bachelor’s degree holder with 7-10+ years of relevant experience in Quality Assurance/Quality Governance in an HR shared services environment


• Proven experience in managing global QA frameworks or operating models and conducting risk-based audits (especially in payroll, HR data, employee lifecycle processes)


• Exposure to HR system transformations/migrations


• Strong ability to influence senior stakeholders and leadership


• Demonstrated experience in managing and training team members

Work Location & Schedule:

• Makati City, Monday to Friday - 8:30am to 5:30pm


• Hybrid Work Setup