Lead, People Advisory

Lead, People Advisory (Human Resources) HSBC Quezon City, National Capital Region, Philippines HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Lead, People Advisory. Job Responsibilities Work as part of the People Advisory Leadership Regional team to understand the business environment and ensure that advice & guidance aligns with business aims & goals. Support Managers in the business to deal effectively with people issues by providing customer driven advice and guidance to customers on complex enquiries relating to all aspects of People Services, handing off to the specialist areas where required. Provide advice, guidance and solutions through a range of channels, e.g. case management tools, click to chat and telephone, balancing face to face contact as necessary. Apply a risk based approach within the commercial context and considering the need to protect and promote the bank’s reputation when providing support and guidance related to people issues. Apply problem solving skills and analytical reasoning with HR knowledge to find commercially focused solutions to complex people challenges that arise, escalating for guidance or decisions where appropriate. Drive continuous improvement of People services and products – lead work to identify trends in how HR services are received using case and knowledge management tools. Partner with GSO areas and Contact Centre to identify improvement opportunities to improve the client experience for People services and products. Act as an escalation point for Managers in the business in relation to complaints or service failures. Deliver, as appropriate, focus groups, training and briefings to the business as required. Support People Services activities as defined by the People Service Catalogue. Support the Change journey for People managers around a broad range of People Processes. Give support and encourage customer adoption of People Systems and tools. Deliver outstanding customer service to employee and managers including Senior Executives (Global Career Band 0-2) where appropriate. Act as a relationship manager and escalation point for the People Leadership Team within the country to provide assurance that People Advisory is delivering outstanding customer service to employees and managers and provide a primary point of contact for key events that may impact People Advisory work. Review and quality assure service delivery. Identify and implement appropriate measures to improve, develop or extend the services being provided to clients. Act as an escalation point for complex issues. Act as a relationship manager for GSO Specialist teams and Contact Centre within the country and provide a primary point of contact for identifying and managing service themes and potential areas for improvement. Act as a primary point of contact/lead for project activities with an impact on the People Advisory team. Lead a team of People Advisors and own to improve team’s engagement and everyday performance and development. Contribute to the wider objective to make HSBC the Best Place to work by encouraging, supporting and working well with colleagues and adhering to the bank’s Values and Behaviors. Support the team in understanding the People Advisory team’s vision of success and the wider People Strategy and vision for People Transformation programmes, and champion this to the business. Develop Team Members by providing coaching and training in line with capability gaps and aspirations. Effectively influences and communicates functional expertise with stakeholders through building strong working relationships. For the team to be efficient and effective in providing outcomes to customer queries. Whilst providing an exceptional quality of service. Use the ServiceNow to manage case volumes, assigning cases to team members with the right level of capability to ensure outcomes are delivered to the customer’s expectations. Use the ServiceNow tools to manage queries effectively, ensuring case details are logged accurately and no data or privacy risk concerns. To be able to demonstrate adherence to and maintain HSBC internal control standards relating to compliance, data submission and use of IT. Job Requirements Overall experience of 14+ years along with relevant qualifications in Human Resources. Excellent organisational and planning skills / attention to detail (E). Proven ability to work well under pressure within demanding and changing timescales/deadline and with varied stakeholders. Excellent interpersonal and communication skills, written and verbal (E) Well-developed analytical, problem solving and decision making skills combined with influencing and negotiation skills (E) Good knowledge about the HSBC group. Evidence of knowledge and experience across Employee Relations, Performance & Reward and Learning & Talent Development. This must have been gained in an HR role. Incumbent should also have prior experience in managing a team of people. Ability to understand complex situations and provide clear guidance and, where necessary, challenge to others. Accurate and detail conscious, able to quickly spot errors in data and gaps in information, confidently seeking clarification and explanation. Evidence of ability to motivate and improve performance in others. May have been gained in a formal line management role or by informally coaching/mentoring others. Proactive team player. Ability to develop strong working relationships within the wider function with a view to mutually improving service, performance etc. An understanding of the business environment (within HSBC and/or the industry) to ensure that advice & guidance aligns with business aims & goals. Desire to grow Knowledge of HR systems and tools Strict adherence to the requirements of confidentiality, discretion and integrity Calm under pressure and evidence of resilience. Seniority level Mid-Senior level Employment type Full-time Job function Other Referrals increase your chances of interviewing at HSBC by 2x HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. 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