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People Services Supervisor

  • Location
    • Taguig City, National Capital Region (Manila)
  • Schedule Full time
  • Posted

Description

Identified leader will provide expertise to the team in all areas within respective function. Responsible for the supervision of a team of professionals handling the day-to-day Operations activities; cross function with Global Services Delivery Teams and stakeholders to the success of the business.

Additional Description

Duties:

  • Responsible for the supervision of People Services professionals handling the day-to-day activities and performance, what includes the migration of these activities to the agreed GBS SSC site.
  • Responsible for the execution of:
    • People Management: Managing of daily operations and activities of the team. Conducting performance appraisal discussions. Coaching and mentoring direct reports as needed. Implementing developmental plans, rewards and recognition, disciplinary actions, etcetera. Monitoring of performance improvements and milestones.
    • Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety. Evaluating peer check / post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals. Conducting meetings with stakeholders to align process gaps based on escalated issues and post audit results. Ensuring that the Business Plan Deployment (BPD) Wall is periodically updated to ensure proper and timely communication of business plans and its results.
    • Project Management: Organizing project teams for performance improvement and initiatives. Monitoring and ensuring compliance to project plans based on the standards set.
  • Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Initiating meetings with stakeholders and managing projects related to process improvements. Contributing to the implementation of projects relating to quality improvements and service excellence. Representing People Services in programs / activities that require related expertise and decision making. Interacting with internal / external related parties such as but not limited to Business Units, GMAS and SOX Auditors, and HR Representatives.
    • Operational Efficiency: Performing operational monitoring activities. Serving as information source for routine and non-routine questions on the floor. Monitoring transactions of team and conducting periodic check of the performance of the Team Leads / Case Managers. Ensuring that the team members comply with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Ensuring that the team performs based on the approved guidelines and job aids. Random monitoring on peer-checked transactions by the team members to ensure accuracy of the peer check and post audit process. Preparing of schedules aligned with forecast volume taking into account all planned leaves, holiday schedules / shutdown in other countries.
    • Complaint Management: Ensuring timely resolution of direct reports and clients’ issues and concerns. Escalating of complex transactions to the Shared Service Center Operations Manager and / or concerned teams, as applicable.

Knowledge Requirements:

  • Hands on experience working with and proficiency in PeopleSoft HR, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
  • Experience managing documentation of business processes including specifications, test scripts, training material, and change control.

Experience / Education:

  • Bachelor’s Degree in Human Resources, Business Administration, or related field is required 
  • Management experience for minimum of 3 years in a Shared Services / Contact Center environment
  • Management experience in handling a diverse and multi-cultural team
  • Experience working for a multinational organization and working with colleagues internationally are preferred

Skills and Key Competencies:

Demonstration of, at least some, if not all the GM Behaviors:

  • Think Customer: Considering the customers’ needs in everything that’s being done
  • Innovate Now: Seeing things not as they are but as they could be
  • Look Ahead: Making decisions now with long term view in mind and anticipating what lies ahead
  • One Team: Collaborating cross functionally to achieve enterprise-wide results
  • Be Bold: Respectfully speaking up, exchange feedback, and boldly sharing ideas without fear
  • It’s on Me: Taking accountability for safety and own actions, behaviors, and results
  • Winning with Integrity: Having a relentless desire to win and doing it win integrity

Possession of, at least some, if not all the GBS Skills Clusters:

  • Service Expertise: Acting as end-user advocates
  • 3rd Party Management Expertise: Building and maintaining stakeholder relationships
  • Implementation Skill: Getting things done
  • Startup Expertise: Can build from scratch
  • Data Expertise: Understands data and able to accurately operate
  • Change Expertise: Simplifies the complex
  • Excellence Expertise: Identifies opportunities for further change
  • Leadership Expertise: Removes barriers to drive performance
  • Functional Expertise: Possesses In-depth knowledge of certain functions

Important : Candidates must be willing to work onsite on night shift.

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