Global People Shared Services - Team Leader

HelloConnect, Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Long service benefits

Mental health support

HMO medical coverage

Job summary

HelloConnect, Inc. is seeking a Global People Shared Services Team Lead to oversee end-to-end employment life cycle processes, ensure SLA adherence, and drive continuous improvement.

You will lead a team, collaborate with stakeholders, and maintain data confidentiality while delivering high-quality HR services. The role emphasizes operational excellence, training, and performance management, with a focus on optimizing processes and ensuring effective employee experiences in a dynamic environment

Qualifications

• Bachelor’s Degree in Human Resource Management, Psychology, or any related course.
• At least 5 years of experience leading and managing a team in a shared services/ HR environment.
• Experience with Talent Administration and end-to-end employment life cycle data management processes.

Responsibilities

• Lead and manage daily operational execution and deliverables of the HR shared services function.
• Stakeholder management to ensure seamless operational delivery across teams.
• Drive continuous improvement, training, and knowledge transfer within the team.

Skills

Leadership

Relationship building

Communication

Problem solving

Education

Bachelor’s Degree in Human Resource Management or related field

Tools

Workday

ERP systems

Job description

The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

As a Global People 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 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.

What you’ll do

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.

What you’ll bring

• 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 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.

Competencies

• System Proficiency (Workday & ERPs): Proficient in Workday (preferred) and any relevant ATS, hiring, or ERP systems to manage data processes and execution across all digital platforms effectively.

• Office Tools & Workspace Mastery: Excellent knowledge and extensive experience in Microsoft Office tools (such as Excel and Word) and Google Workspace to support daily documentation and tracking.

• Data Reporting & Analytics: Proven experience in data reporting and analytics, including maintaining monitoring tools, trackers, and performing gap analysis on status reports to drive operational efficiency.

• Professional & Interpersonal Skills: Strong problem-solving, relationship-building, communication, and conflict management skills to serve as a primary point of escalation and resolve intricate inquiries.

• Organizational & Priority Management: Demonstrated capability to manage multiple shifting priorities effectively through strong organizational skills and regular workload assessments.

• Execution & Delivery Standards: Structured, accurate, systematic, and fully committed to delivering high-quality outputs within strict deadlines and Service Level Agreements.

• Independent Work & Delegation: Possesses the ability to work independently, understands the significance of achieving results through teamwork and delegation, and effectively delivers on individual tasks.

• Initiative & Decision-Making: Has the ability to take initiative and make sound judgments and decisions within applicable scope, procedures, corporate guidelines, and issue resolution frameworks.

• Process & Domain Knowledge: Demonstrated knowledge of systems, processes, and procedures relevant to the work scope, including contributing to Standard Operating Procedures.

• Result-Oriented Leadership: Result-oriented mindset and the ability to show strong leadership, mentoring team members and driving operational initiatives in challenging situations.

• Language & Communication Proficiency: Excellent oral and written communication skills in English to ensure clear alignment and professional relationship management with all global stakeholders.

Shift

• Flexibility and willingness to cover CET/AEST/EST/MDT, as applicable

• Hybrid schedule

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Location

BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)