HR Shared Services Lead

ING Hubs B.V. Philippine Branch; Manila; On-site; PHP 3,800,000 - 6,600,000; Full time

Job summary

ING Manila is seeking a Circle Lead Customer Loyalty III to oversee a broad People Services portfolio, ensuring reliable service delivery, governance, and risk management across employee lifecycle processes.

You will partner with global teams, HR Partners, and senior stakeholders to drive scalable solutions, lead migrations, and foster continuous improvement while developing high-performing teams in a dynamic, international setting.

Qualifications

• 15+ years in operations or HR shared services.
• ≥10 years of people leadership experience.
• Experience with migrations, transitions or transformations.
• Knowledge of SLA/KPI management, governance, and risk.
• Excellent stakeholder management and communication.

Responsibilities

• Lead end-to-end daily operations for employee lifecycle services.
• Oversee migrations, transitions and onboarding of services into Manila.
• Build strong partnerships with global and local teams.
• Drive continuous improvement, automation, and standardization.
• Act as senior escalation point for complex issues.
• Represent Manila in global forums.

Skills

Stakeholder management

People leadership

Change management

Operations leadership

Fluent English

Education

Bachelor’s degree in related field

Tools

Workday

Job description

Circle Lead Customer Loyalty III Lead Centralized People Services Operations and Drive Meaningful Change

At ING, we believe people perform at their best when they can focus on what matters most. Behind every great employee experience is a team committed to delivering seamless, reliable, and customer-focused People Services. We are looking for an experienced leader to join our Centralized People Services team and help shape the future of HR operations.

Role Summary

As a Circle Lead Customer Loyalty III, you will lead a broad and complex People Services portfolio, ensuring exceptional service delivery, operational stability, risk management, and continuous improvement across employee lifecycle services. You will partner closely with global and local People Services teams, HR Business Partners, Service Owners, and senior stakeholders to drive scalable solutions and enhance employee experiences worldwide.

About the Team

The Centralized People Services team supports key HR processes across ING’s global network, delivering efficient, reliable, and compliant employee lifecycle services while continuously improving employee experiences.

Key Responsibilities

• Lead end-to-end daily operations for employee lifecycle services.
• Manage complex service portfolios across multiple services, countries, and stakeholder groups.
• Lead migrations, transitions, and onboarding of new services and capabilities into Manila.
• Build and maintain strong stakeholder partnerships.
• Ensure strong operational governance through KPI monitoring, compliance, and audit readiness.
• Lead, coach, and develop experts and specialists.
• Oversee hiring, onboarding, development, engagement, and retention activities.
• Drive continuous improvement, automation, and standardization initiatives.
• Act as a senior escalation point for complex operational matters.
• Represent Manila operations in global forums.

Key Capabilities

• Strong operational management discipline and service delivery leadership.
• Ability to influence and manage senior stakeholders globally.
• Strong migration and transition management experience.
• Solid understanding of Workday and employee lifecycle processes.
• Proven leadership in building high-performing teams and managing change.

Minimum Qualifications

• Minimum 15 years of relevant experience in operations, HR shared services, or comparable environments.
• At least 10 years of people leadership experience.
• Experience managing employee lifecycle processes or HR operations.
• Proven track record in migrations, transitions, or transformation programs.
• Strong knowledge of SLA/KPI management, governance, audit readiness, and risk management.
• Excellent stakeholder management and communication skills.
• Strong coaching and talent development capability.
• Ability to work in a fast-changing international environment.
• Bachelor’s degree in a related field; advanced qualifications are an advantage.
• Fluent English communication skills.

What We Offer

An opportunity to lead global HR operations, influence transformation initiatives, collaborate with international teams, and contribute to exceptional employee experiences.

About ING

With 65,000 employees and operations in approximately 40 countries, ING offers opportunities for people who want to help others stay a step ahead in life and business. Join us.

We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet.

Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace – we’re a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow. Your future at ING starts with one application. Ready to join? We’ve got plenty of opportunities to match your skills and aspirations! Use the filters below the search bar – like location and job type – to help you find the perfect fit. Start exploring now and discover where your next career move could take you!