Global People Shared Services Team Lead

Hammerjack Pty Ltd; Taguig; Híbrido; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Monroe Consulting Group Philippines is recruiting on behalf of a Philippines-based BPO and IT services firm, located in BGC, Taguig, with Hybrid work (3 onsite days, 2 days WFH) and rotating shifts. The Global People Shared Services Team Lead will oversee the daily operational execution of HR processes and manage the end-to-end employment life cycle.

You will engage with stakeholders to enhance employee experience, ensure confidentiality, and drive continuous improvement while supporting the

Formación

• 3-5 years leading and managing a team in a shared services environment with global scope.
• Strong understanding of Talent Administration and end-to-end employment life cycle data management.
• Experience with ATS/Hiring/ERP systems and data reporting.
• Experience in a multicultural, fast-paced environment is advantageous.

Responsabilidades

• Lead daily HR shared services operations and ensure end-to-end employment lifecycle deliverables.
• Monitor SLA adherence, data accuracy, and quality standards across the team.
• Serve as SME and escalation point for complex inquiries and process bottlenecks.
• Drive performance management, RCA, and continuous improvement initiatives.
• Develop and deliver training and knowledge transfer for new and existing procedures.
• Build and maintain strong stakeholder relationships with onshore partners.

Conocimientos

People leadership

HR processes

Data analysis

Stakeholder management

Educación

Bachelor's Degree in HRM/Psychology

Herramientas

ATS

ERP systems

Descripción del empleo

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 role will be based in BGC, Taguig City with Hybrid (3 days onsite, 2 days WFH) work set-up and shifting/rotating schedule.

Job Summary

As a Global People Shared Services Team Lead at their organization, your responsibilities are leading and managing the daily operational execution and deliverables of the human resources shared function with a focus on the end-to-end employment life cycle. 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 employment life cycle processes to support operational efficiency and effectiveness.

Key Job Responsibilities

Service Delivery and Operational Excellence

• Life Cycle Management: Manage end-to-end employment life cycle data processes, including but not limited to talent administration (as applicable) such as interview scheduling, background check, pre-boarding, and comprehensive employee lifecycle data management processes, from onboarding, time tracking, job changes, reference, and documentation, offboarding and other relevant ensuring smooth execution and operational implementation across all systems.
• Operational Oversight: Ensure real-time data reflection regarding production and utilization. Conduct regular volume and workload assessments, oversee case management/routing, and ensure all requests are answered and closed timely according to SLA and quality standards.
• Subject Matter Expertise: Serve as the functional Subject Matter Expert (SME) and the primary point of escalation for the team, proactively resolving intricate inquiries, technical and non-technical challenges, and process bottlenecks, while ensuring real-time status updates and transparent communication within members.
• Performance & SLA Management: Monitor team utilization to ensure consistent adherence to Service Level Agreements (SLAs) and Quality Standards and Customer Satisfaction.
• Training & Knowledge Transfer: Formulate, establish, and maintain structured training methodologies—encompassing live instructional sessions, foundational onboarding programs, operational briefings, process evaluations in alignment with Training and Quality Team. Responsible for ongoing professional development for established and novel procedures—to govern individual professional development strategies.
• Stakeholder Management: Responsible for driving daily operational alignment, managing workflows, and proactively addressing process issues or concerns with onshore partners. Collaborates closely with diverse stakeholders to ensure seamless operational delivery and maintain strong professional relationships.

Operational Excellence & Reporting

• Performance Management: Maintain and meet the standard target of accuracy and efficiency rate for both personal and team-wide output.
• Issue Resolution: Own and discuss issue logs with onshore partners, providing tangible actions and resolutions on a regular basis. Ensure all unknowns are clarified within one business day, for critical matters.
• Data Analysis: Maintain, update and revise as needed the monitoring tools, trackers, and reports to derive actionable insights. Regularly analyze assigned workstream data to support operational decision-making.
• Data Analysis & Reporting: Prepare, review, and perform gap analysis on status reports, using insights to drive operational efficiency and workload management.
• Quality Assurance: Govern quality assurance and service delivery standards by cultivating cross-functional collaboration to consistently achieve or surpass established Service Level Agreements (SLAs), stakeholder management objectives, and organizational key performance indicators or objective key results. Conduct weekly spot checks, perform Root Cause Analysis (RCA) on quality issues, and implement corrective action plans. Maintain consistent accuracy and efficiency across all individual and team-wide work outputs.
• Communication: Serve as the primary point of escalation to management, providing real-time feedback on SLA performance and operational risks.
• Compliance: Maintain 100% compliance with Data Privacy/GDPR and all relevant company privacy policies.

Process Improvement & Innovation

• Continuous Improvement: Foster a culture of innovation by driving CI ideas from team members. Act as the CI champion. Proactively identify opportunities for process optimization and lead initiatives to drive service improvements and digitalization and implement at least one major process improvement or digitalization initiatives per quarter.
• Knowledge Management: Provide substantive contributions to the authoring, revision, and dissemination of Standard Operating Procedures (SOPs), knowledge base documentation, operational aids, and digital workflow platforms, ensuring rigorous adherence to a weekly update schedule.
• Problem-Solving: Conduct RCA on escalated operational issues and implement tangible, long‑term solutions.

Leadership and Development

• Cultivate a professional environment characterized by collaboration, innovation, and the delivery of exceptional customer service through strategic leadership.
• Inspire, support, mentor, and lead personnel regarding daily operational tasks and comprehensive performance management.
• Formulate and deliberate upon definitive performance objectives for all team members, ensuring strict alignment with organizational Objectives and Key Results (OKRs).
• Supervise and evaluate the progression and precision of work deliverables, steering operational initiatives to fulfill established metrics and providing advanced technical counsel on complex matters.
• Distinguish and supervise professional advancement opportunities within the team, executing customized development plans designed to optimize competency and operational capability.
• Execute systematic performance appraisals and subsequent follow-up evaluations in compliance with operational delivery benchmarks and corporate protocols.
• Cultivate, advance, and sustain robust professional alliances with key stakeholders, counterparts, and Human Resources partners to guarantee an exhaustive comprehension of business imperatives and support requirements.
• Responsible for recruitment, team capacity‑enhancement initiatives, and professional advancement programs to ensure the maintenance of an elevated standard of team competency.

Key Job Qualifications

• Bachelor's Degree in Human Resource Management, Psychology, or any related course to establish a strong foundational knowledge of human resources and organizational psychology principles.
• Have at least 3-5 years of experience leading and managing a team in a shared services industry, with a proven track record of serving global business/shared services and driving daily operational execution.
• In-depth knowledge and operational experience in Talent Administration, and Comprehensive employment Life Cycle Data Management processes.
• Expert understanding of HR processes, systems, and digital tools within the various stages of the employee lifecycle to optimize operational efficiency and effectiveness.
• Has proven skills in managing, understanding, and execution of ATS, Hiring, and ERP systems and tools, including database functionality, data analysis, and status reporting.
• In-depth knowledge and thorough understanding of performance and quality metrics, goals, and service level agreement (SLA) implementation, assessment, and target compliance.
• Experience working in a multicultural environment and a shared services environment is an advantage, supporting cross-functional collaboration and strong professional alliances.
• Demonstrated ability to build, advance, and manage robust stakeholder relationships across diverse global geographies, locations, and business areas.
• Extensive experience in a start-up, growing, and fast-paced organization is highly desirable to successfully lead process optimization and continuous improvement initiatives.