People Solutions Manager

Overview

The Philippines Lead will oversee Global People Solutions for the Philippines region as part of a global team supporting over 20,000 employees. This leader is responsible for ensuring high quality, efficient, and consistent HR back office service delivery by managing a team of professionals, driving operational excellence, and building a culture of continuous improvement. The Manager partners closely with regional and global counterparts, including hubs in North America and India, and collaborates with stakeholders across Centers of Excellence (COEs) to execute on operational plans and transformation initiatives.

Operational Leadership & Service Delivery

• Oversee daily back office People Shared Services operations for the Philippines, ensuring timely, accurate, and compliant responses to employee HR queries including payroll, benefits, and employee support.
• Manage the intake, triage, and assignment of cases in the case management tool (e.g., ServiceNow), ensuring data accuracy and integrity in global HRIS (e.g., Workday).
• Ensure the team resolves or escalates complex payroll and benefits issues appropriately and supports employment verification and documentation requests globally.
• Drive execution of new HR People program launches and support annual HR events, projects, and MA activities.

People Management & Team Development

• Build, lead, and develop an inclusive, engaged, high performing team through effective recruiting, onboarding, coaching, training, and ongoing performance management.
• Set clear goals, provide regular feedback, conduct one-on-one meetings, and support career growth and professional development plans for team members.
• Foster a culture of continuous improvement, accountability, and excellence.

Process Improvement, Transition & Knowledge Management

• Lead the transition and integration of new processes or workstreams into Shared Services, including planning, documentation, resource mapping, and training.
• Analyze, design, and document functional requirements and step-by-step workflows for operational processes.
• Identify, recommend, and implement process improvements, supporting system user acceptance testing as required.

Stakeholder Engagement & Cross-Functional Collaboration

• Build strong working relationships with internal COE teams (e.g., People, Business Partners, HRIT, Payroll & Benefits managers, employees) and external vendors.
• Serve as a subject matter expert and escalation point for complex data errors or process issues impacting data integrity and reporting.
• Communicate effectively and influence functional leadership across geographies.

Metrics, Reporting & Quality Assurance

• Own and drive accountability for service delivery metrics, SLAs, and KPIs, ensuring a consistently high-quality employee experience.
• Develop and share meaningful reports and data insights with stakeholders, using metrics to demonstrate and communicate Shared Services value.
• Deliver on internal quality assurance programs, monitoring performance against SLAs, volume, customer satisfaction, and quality standards.

Compliance & Risk Management

• Ensure all processes are compliant with company policies, local labor law, and data privacy requirements.
• Proactively identify and mitigate operational risks within the scope of Shared Services.

Market-Specific Deliverables

• Handle local onboarding tasks like arranging New Employee Orientation (NEO), triggering emails for obtaining documents prior to joining, and other related tasks.
• Administration of local benefits:
  • Administer locally-mandated benefits (e.g., SSS, PhilHealth).
  • Administer visa benefits (e.g., gym subsidy, education assistance program).

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications

• 8 or more years of relevant work experience with a bachelor's degree, or at least 6 years with an advanced degree (e.g., Masters or MBA).
• Experience using enterprise-scale HRIS (Workday or similar) and case management systems (ServiceNow or similar).

Preferred Qualifications

• Knowledge of people functional policies and practices within a Global Shared Services model.
• Experience with enterprise systems such as Workday and ServiceNow; other comparable tools acceptable.
• Experience managing people and projects; a programmatic approach to improving operational excellence and employee experience, with data-driven decision-making.
• Proven ability to standardize and reengineer people processes to enable scale.
• Ability to document procedures and process flows; keep knowledge bases updated.
• Collaborative, customer-focused mindset emphasizing employee experience and continuous improvement.
• Proven track record in partnering with COEs and transitioning work to People HR Shared Services.
• Experience developing metrics and targets with engaging presentation methods and tools.
• Strong communicator capable of delivering impactful leadership presentations.
• Exposure to digital automation tools (RPA, cognitive, ML, AI, etc.).
• Proficient in Microsoft Office, especially Excel, Visio, Word, and PowerPoint.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Visa will also consider qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.