Specialist II, Office Shared Services

Jobtailor; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Jobtailor in Manila is seeking an HR Support Specialist to act as the frontline for employee HR queries via ticketing tools, chat, or email. You will drive First Contact Resolution and ensure SLAs are met while processing HR transactions efficiently.

You will maintain the HRIS (QNect), support process redesign, and collaborate with local HR partners to enhance data accuracy and continuous improvement in a fast-paced environment.

Qualifications

• Strong knowledge of HR processes and policies across Recruitment, Onboarding, Data Management, Compensation and Benefits, Labor Compliance, and Offboarding.
• Excellent communication and customer service skills for diverse stakeholders.
• Proficiency with HRIS and HR ticketing platforms; high data accuracy.

Responsibilities

• Serve as the primary contact for employee HR queries via ticketing tools, chat, or email.
• Process HR transactions efficiently with focus on First Contact Resolution.
• Ensure adherence to SLAs and maintain data in the HRIS (QNect).
• Collaborate with local HR partners and COEs on escalations and improvements.
• Review and support redesign of transactional HR processes and drive continuous improvements.
• Support implementation and optimization of HR technology solutions.

Skills

HR processes knowledge

HRIS Proficiency

Customer Service Skills

Data Management

First Contact Resolution

Tools

HRIS

HR Ticketing Platforms

QNect

Job description

• Serve as the primary point of contact for employee queries related to HR via ticketing tools, chat, or email
• Process HR transactions efficiently with a focus on achieving First Contact Resolution (FCR)
• Ensure adherence to agreed Service Level Agreements (SLAs)
• Manage and maintain the HR Information System (QNect), ensuring accurate, consistent, complete, and timely data
• Promote compliance with company policies and data governance standards
• Collaborate with local HR partners and Centers of Expertise (COEs) to resolve complex or escalated issues
• Review, evaluate, and support the redesign of transactional HR processes
• Contribute to continuous improvement initiatives within HR
• Support implementation and optimization of HR technology solutions

Requirements

• Strong knowledge of HR processes and policies, including Recruitment, Onboarding, Data Management, Compensation and Benefits, Labor Compliance (varies by country), and Offboarding
• Excellent communication and customer service skills, with the ability to engage effectively with diverse stakeholders
• Proficiency in HR systems and tools, including HRIS (Human Resources Information Systems) and HR ticketing platforms
• High attention to detail, with a strong focus on data accuracy and integrity
• Ability to work collaboratively in a fast-paced, dynamic environment

Core Competencies

Demonstrates expertise in HR processes and policies, including Recruitment, Onboarding, and Labor Compliance, while ensuring data accuracy and integrity within HR Information Systems. Proven ability to engage with diverse stakeholders and contribute to continuous improvement initiatives in a collaborative environment.

Highest-signal resume keywords

• HR Processes Knowledge
• HRIS Proficiency
• Customer Service Skills
• Data Management
• First Contact Resolution

Hard Skills

• HR Processes
• Data Management
• Labor Compliance
• Compensation and Benefits
• Onboarding
• Offboarding
• Attention to Detail
• Continuous Improvement
• Transactional HR Processes
• Service Level Agreements

Soft Skills

• Excellent Communication
• Customer Service
• Collaboration

Industry Keywords

• Data Governance
• Employee Queries
• Service Level Agreements
• First Contact Resolution
• HR Technology Solutions

Tools & Technologies

• HRIS
• HR Ticketing Platforms
• QNect