HR Shared Services Associate (Contact Center) (AC Manila)

PwC; Manila; On-site; PHP 350,000 - 520,000; Full time

Job summary

PwC Acceleration Center Manila is seeking an HR Shared Services Associate (Contact Center) to manage the people lifecycle and day-to-day HR operations. You’ll handle onboarding, offboarding, payroll and benefits, and employee inquiries as a primary HR contact, following HR protocols while contributing to efficient processes.

You will learn within a dynamic team, gain exposure to clients across geographies, and develop your HR tech and data management skills while delivering value to the firm’s

Qualifications

• At least a Bachelor’s degree and 1–3 years of experience.
• Proficient in English (oral and written).
• Strong Microsoft Office and data management skills.
• Experience in contact centers, shared services, or related processes.
• Familiarity with HR software and HR metrics is a plus.

Responsibilities

• Manage employee inquiries and issue resolutions or escalations.
• Support onboarding, offboarding, payroll and benefits administration.
• Maintain accurate employee records and data management.
• Assist payroll administration and labor-law compliance.
• Utilize HR software to streamline processes and improve service delivery.
• Document processes to enhance operational efficiency.
• Engage in employee relations and stakeholder communications.
• Collaborate to implement HR policies and procedures.
• Analyze data to identify trends and support HR decisions.
• Contribute to process improvement initiatives in HR service delivery.

Skills

English proficiency

Microsoft Office

HR data management

HR metrics

Stakeholder communication

Process improvement

Education

Bachelor's degree

Tools

Oracle HCM

ServiceNow

Claude

ChatGPT

Gemini

Job description

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Associate

Job Description & Summary

The Opportunity

Join our Acceleration Center Manila and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands‑on learning, cutting‑edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As an HR Shared Services Associate (Contact Center) at PwC Acceleration Center Manila, you will play a pivotal role in managing the people lifecycle and day‑to‑day operational tasks related to employee management. This includes activities such as onboarding, offboarding, payroll and benefits administration, absence management, and handling employee inquiries. You will be a primary HR point of contact, resolving, escalating, or routing inquiries in line with HR protocols and guidelines, while contributing to the smooth operation of HR processes and systems.

As an Associate, you will focus on learning and contributing to client engagement and projects, developing your skills and knowledge to deliver quality work. You will be exposed to clients, learning how to build meaningful connections and manage diverse perspectives. In this role, you will navigate complex situations, grow your personal brand, and deepen your technical knowledge within our HR Managed Services practice. You will be expected to take ownership and consistently deliver work that drives value for our clients and success as a team. This position offers a dynamic environment where every experience is an opportunity to learn and grow, opening doors to more opportunities within the firm.

Responsibilities

• Managing employee inquiries and issues, providing resolutions or escalating as necessary
• Supporting employee lifecycle processes including onboarding, offboarding, and benefits administration
• Coordinating with team members to maintain accurate employee records and data management
• Assisting in the administration of payroll and compliance with labor laws and regulations
• Utilizing HR software to streamline processes and improve service delivery
• Documenting and maintaining process documentation to enhance operational efficiency
• Engaging in employee relations activities to foster a positive work environment
• Collaborating with stakeholders to implement HR policies and procedures
• Analyzing data to identify trends and support decision-making in HR operations
• Contributing to process improvement initiatives to optimize HR service delivery

What You Must Have

• At least a Bachelor’s degree
• At least 1 to 3 years of experience
• Oral and written proficiency in English required
• Microsoft Office proficiency is required
• Must have relevant experience in: working in contact centers, operations, shared services, data management, or related business processes.

What Sets You Apart

• Preference for at least one of the following fields of study: Measurement, Data Science, Industrial-Organizational (I/O) Psychology, or a related field
• Demonstrating proficiency in HR Software and Employee Data Management
• Utilizing Human Resources (HR) Metrics for data-driven decision-making
• Coordinating staff effectively within HR Shared Services environments
• Handling confidential information with discretion and professionalism
• Engaging in process improvement initiatives to enhance HR service delivery
• Excelling in stakeholder communications and conflict resolution strategies
• Preferably with experience with the following tools: Oracle HCM, ServiceNow, Claude, ChatGPT, Gemini

Travel Requirements

Not Specified