HR Service Delivery Excellence Lead

Maxicare Healthcare Corporation; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Maxicare Healthcare Corporation is seeking an HR Service Delivery Excellence Lead to oversee the design and execution of HR service delivery and continuous improvement within the HR Shared Services & Business Partnering function. The role reports to AVP / Head of HR Shared Services & Business Partnering in the Corporate HR division and is based in the NCR area, Philippines, with full-time employment.

As part of the HR Shared Services & Business Partnering team, you will lead cross-functional

Responsibilities

• Establish and maintain an HR service catalogue, service standards, escalation paths, and performance measures with HR functional owners.
• Monitor service performance, including turnaround time, service-level attainment, backlog, resolution quality, and employee satisfaction; identify gaps and recurring issues requiring improvement.
• Facilitate regular service reviews, track agreed actions, and provide management updates on performance trends and service improvement priorities.
• Assess priority HR processes and employee service journeys to identify bottlenecks, unnecessary steps, rework, and operational inefficiencies.

Job description

• Job Title: HR Service Delivery Excellence Lead


• Level/Rank: Managerial (Manager to Senior Manager)


• Division: Corporate Human Resources


• Department: HR Shared Services & Business Partnering


• Location: NCR


• Employment Type: Full-Time


• Reporting Line: AVP / Head of HR Shared Services & Business Partnering

• Job Title: HR Service Delivery Excellence Lead


• Level/Rank: Managerial (Manager to Senior Manager)


• Division: Corporate Human Resources


• Department: HR Shared Services & Business Partnering


• Business Unit: Maxicare Healthcare Corporation


• Location: NCR


• Employment Type: Full-Time


• Reporting Line: AVP / Head of HR Shared Services & Business Partnering

HR Service Delivery and Performance Management

• Establish and maintain an HR service catalogue, service standards, escalation paths, and performance measures with HR functional owners.


• Monitor service performance, including turnaround time, service-level attainment, backlog, resolution quality, and employee satisfaction; identify gaps and recurring issues requiring improvement.


• Facilitate regular service reviews, track agreed actions, and provide management updates on performance trends and service improvement priorities.


• Process Improvement and Simplification


• Assess priority HR processes and employee service journeys to identify bottlenecks, unnecessary steps, rework, and operational inefficiencies.

Information Classification: Protected Form Template Control: Talent Acquisition/August 12, 2025/FO-TA-0.007/Rev.00

• Lead or coordinate cross-functional process improvement initiatives with relevant HR teams,ensuring clear ownership, implementation, and measurement of results while preserving accountability.


• Monitor improvement outcomes and recommend further actions to enhance efficiency, quality, productivity, and compliance.

• Employee Experience and Stakeholder Partnering


• Engage employees, people managers, HRBPs, and business stakeholders to identify service pain points and opportunities to improve HR service journeys.


• Translate feedback, recurring queries, and service issues into practical improvements that enhance accessibility, responsiveness, and employee experience.


• Partner with HRBPs and functional teams to align improvements with business needs and support stakeholder communication and adoption.


• Digital Enablement and Continuous Improvement


• Identify opportunities for self-service, workflow optimization, automation, knowledge management, and responsible AI-enabled solutions.

• Collaborate with HR Technology, IT, COEs, and process owners to assess and implement approved digital and process improvements.


• Monitor solution adoption and realized benefits, prioritizing initiatives based on employee impact, business value, feasibility, and operational efficiency.


• Other Responsibilities


• Perform other related duties as may be assigned by the immediate superior.