Manager, Experience Solutions, Global HR

Manulife John Hancock; Quezon City; Presencial; PHP 1.200.000 - 2.000.000; Jornada completa

Descripción de la vacante

Manulife John Hancock's PeopleComms Technology Operations team seeks a hands‑on Manager to lead day‑to‑day support, delivery and operational health of Workday and related HR technologies across the PeopleComms ecosystem. You will set priorities, manage capacity, guide cases and escalations, and provide hands‑on support while maintaining strong controls around data, security, and configuration.

The role emphasizes evolving how the team works, reducing recurring issues, improving self‑service, and

Responsabilidades

• Manage, coach and develop HR technology specialists and analysts, setting clear expectations and supporting their skills and career development.
• Set team priorities and manage capacity across operational support, enhancements, HR cycles and project support, with clear assignments and timelines.
• Coordinate complex and time‑sensitive Tier 2 (specialist support) cases and production issues, acting as the team's escalation point and involving the appropriate technical or business owners.
• Monitor service levels, backlog and workload, adjusting team priorities and escalating risks to service commitments.
• Provide hands‑on support when needed for complex issues, testing, troubleshooting, documentation and priority initiatives.
• Coordinate cross‑training, knowledge sharing and coverage within the team, and support skill development to meet day‑to‑day operational needs.

Descripción del empleo

Manager, PeopleComms Technology Operations

The Opportunity

PeopleComms Technology enables the technology, data and digital experiences that support our people and the teams who serve them. We work across a broad HR technology ecosystem to deliver solutions and services that are reliable, secure, well controlled and easy to use, while continually looking for opportunities to simplify how work gets done.

Reporting to the AVP, PeopleComms Technology, the Manager, PeopleComms Technology Operations leads a team responsible for the day-to-day support, delivery and operational health of Workday and other technologies across the PeopleComms ecosystem.

This hands‑on manager role combines people leadership, operational oversight and practical problem solving. You will set team priorities, manage capacity and guide cases and escalations, providing hands‑on support and ensure work is delivered effectively while maintaining strong controls across data, security, configuration and system changes.

You will also help evolve how the team works. This includes identifying opportunities to eliminate recurring issues, simplify processes, improve self‑service and responsibly use automation, AI and emerging technology to improve productivity, service delivery and the employee experience.

Working closely with partners across People & Culture, Technology, Data, Security, Privacy and other teams, you will help translate priorities into practical plans and ensure work is delivered with the right balance of speed, quality, risk management and employee experience.

Responsibilities

Manage the team and day‑to‑day support

• Manage, coach and develop HR technology specialists and analysts, setting clear expectations and supporting their skills and career development.
• Set team priorities and manage capacity across operational support, enhancements, HR cycles and project support, with clear assignments and timelines.
• Coordinate complex and time‑sensitive Tier 2 (specialist support) cases and production issues, acting as the team's escalation point and involving the appropriate technical or business owners.
• Monitor service levels, backlog and workload, adjusting team priorities and escalating risks to service commitments.
• Provide hands‑on support when needed for complex issues, testing, troubleshooting, documentation and priority initiatives.
• Coordinate cross‑training, knowledge sharing and coverage within the team, and support skill development to meet day‑to‑day operational needs.

Maintain reliable and well‑controlled technology operations

• Oversee operational support across a diverse PeopleComms Technology ecosystem, including HRIS, learning and case management technologies.
• Apply established controls for system access, security, data maintenance, testing and documentation, and support, controlled changes with configuration and delivery teams.
• Maintain current standard operating procedures (SOPs) and knowledge articles so work is performed consistently and critical knowledge is shared across the team.
• Coordinate HR data‑maintenance support, including complex and high‑volume changes, mass uploads and reference data updates. Apply established validation, reconciliation and exception‑handling controls, working with data owners and technology teams to resolve issues.
• Work with Security, Privacy, Data and Technology teams to resolve control issues and follow governance requirements.

Support key HR cyclical activities

• Coordinate the team's technology and data support for key HR cycles within agreed timelines and requirements.
• Track assigned activities and accelerate dependencies, risks and issues to the responsible teams.
• Support cycle‑specific testing, documentation and follow‑up within established controls.

Support operational data activities for organizational changes

• Coordinate assigned data support for mergers, acquisitions, divestitures and other organizational changes within agreed project plans.
• Support data capture, validation, reference data preparation, testing, production deployment and post-go-live activities.
• Flag data risks, dependencies and readiness concerns, and prepare documentation and support arrangements with the responsible teams.

Support operational improvement

• Support root‑cause analysis of recurring issues and work with the responsible teams on fixes that reduce repeated manual intervention.
• Identify ways to simplify processes, improve self‑service and reduce manual effort for employees and HR partners.
• Support the intake and prioritization of operational enhancements, defects and technical debt, balancing urgency, impact, capacity and risk.
• Maintain reporting on workload, capacity and service quality. Use trends and feedback to inform priorities and identify recurring issues, risks, capability gaps and improvements.

Support responsible AI and automation use

• Identify practical uses of approved AI and automation tools, providing input on benefits, effort, risks and human review to support assessment and prior