HR Shared Services Lead

ING Hubs Philippines; Metro Manila; On-site; PHP 6,000,000 - 9,000,000; Full time

Job summary

ING in Manila seeks a Circle Lead Customer Loyalty III to oversee a broad People Services portfolio, ensuring exceptional service delivery, stability, risk management, and continuous improvement across employee lifecycle services. You will partner with global and local teams, HRBPs, Service Owners, and senior stakeholders to drive scalable solutions and enhance employee experiences worldwide.

The role emphasizes leading migrations, managing complex service portfolios, and coaching

Qualifications

• 15+ years in operations/HR shared services or similar.
• 10+ years of people leadership experience.
• Experience managing employee lifecycle processes and HR operations.
• Migrations/transitions or transformation programs proven.
• SLA/KPI governance, audit readiness, risk management expertise.
• Excellent stakeholder management and communication skills.
• Strong coaching and talent development abilities.
• Ability to operate in a fast-changing international environment.
• Bachelor’s degree; advanced qualifications are a plus.

Responsibilities

• Lead end-to-end daily operations for employee lifecycle services.
• Manage complex service portfolios across multiple services, countries, and stakeholders.
• Lead migrations, transitions, and onboarding of services into Manila.
• Build and maintain strong stakeholder partnerships.
• Ensure governance via KPI monitoring, compliance, and audits.
• Coach and develop experts and specialists.
• Oversee hiring, onboarding, development, engagement, and retention.
• Drive continuous improvement, automation, and standardization.
• Serve as senior escalation point for complex operational matters.
• Represent Manila operations in global forums.

Skills

Operational leadership

Stakeholder management

Migration & transition management

Workday knowledge

Team building & Coaching

Change management

English communication

Education

Bachelor’s degree in related field

Advanced qualifications (benefit)

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.

Required Skills and Experience

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. Apply today.