HR Service Delivery Lead

1 week ago

Manila, National Capital Region, Philippines QBE GROUP SHARED SERVICES LIMITED - PHILIPPINE BRANCH Full time

Primary Responsibilities

  • Responsible for shift schedule to include: work station assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations
  • Managing operational issues during the shift and be able to communicate it to Global Process Leaders and/or Stakeholders
  • Responsible for managing workload during the shift and ensure it is distributed accordingly
  • Conducts follow up for aging cases/ workflows and liaising with different departments to improve turnaround times
  • Review processes and procedures to ensure efficiency of the HR Operations with coordination with Global Process Leaders
  • Contribute to process re-engineer/ enhancements across the teams to improve efficiency and quality
  • Circulate information to the staff to ensure correct and timely updates are cascaded
  • Resolve escalated employee issues that are not being resolved within SLA or within commitment in coordination with Global process Leader
  • Partner with Global Process Leaders in engaging stakeholders and counterparts to discuss trends and any operational management issues during regular meetings
  • Effectively lead shift through managing of workload and team members
  • Proactively work with the management of People Services team to support successful delivery of global HR Delivery
  • Work closely with Business Operations Manager and Global Process Leaders to drive continuous improvement culture and
  • Contribute to a positive work environment through promotion of rewards and recognition, healthy collaboration, accountability, diversity and inclusion, flexibility, continuous improvement, creativity and fun
  • Build relationships by managing ad-hoc project requests, gathering key stakeholder needs and sharing information to ensure team acts with a sense of urgency and aligns with expectations
  • Responsible for overseeing and coordinating day to day People Services operational needs (e.g. workload distribution, issues and escalations, etc.)
  • Able to identify peak hours/ cyclical HR events and manage staffing needs as required
  • Understand how systems are affected by business process change/transformation programmes
  • Effectively handle escalations and be able to liaise with different departments to resolve the issues timely
  • Able to identify reportable risks and be able to mitigate it through action plans and preventive measures
  • Capable of generating reports, analyze trends/ data that supports day to day operational activities and be able to translate it into positive outcomes
  • Able to assist teams in processing transactions during peak hours/seasons
  • Increase performance of underperforming/ bottom performers through mentoring and coaching
  • Develop and maintain effective working relationship with the team
  • Motivate and develop the team(s) to ensure the required standards of performance are consistently achieved
  • Conducts daily huddles with the Global Process Leaders to address issues of the team and customers
  • Able to influence team members of the right culture and drive consistent achievement of SLAs and KPIs

Required Education

  • Bachelor's Degree or equivalent combination of education and work experience

Required Experience

  • 3 years relevant experience

Preferred Competencies/Skills

  • Shared services skills
  • Process improvement skills
  • Coaching and Mentoring skills
  • Strong project management and planning skills
  • Problem solving and decision making
  • Computer literate with intermediate PC and administration skills
  • Written and verbal communication skills
  • Ability to review and interpret data
  • A good balance of conceptual and analytical thinking and problem solving skills
  • Evidence of the practice of a high level of confidentiality
  • Ability to translate policy and process into simple language

Preferred Knowledge

  • Deep understanding of HR policies and end to end HR processes/ procedures
  • Expert knowledge of risk and internal control concepts and experience in applying them to plan, perform, manage and report on the evaluation of various business processes /areas/functions
  • Deep understanding of HR Case management tool and relevant call center systems/tools
  • Knowledge/ experience in Workday administration an advantage

QBE Cultural DNA

  • Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference.
We expect all employees to role model and inspire the right behaviours that link to our cultural elements:

  • We are customer-focused
  • We are technical experts
  • We are inclusive
  • We are fast-paced
  • We are courageous
  • We are accountable
  • We are a team
  • All employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices

US Only - Disclaimer

  • To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Global Disclaimer

  • The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
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