HR Services Excellence Manager

2 weeks ago


Manila, National Capital Region, Philippines Equinix Full time

About Our Job

We are seeking a highly skilled leader to join our team as a Global Employee Helpdesk Leader. As a key member of our HR organization, you will play a critical role in delivering exceptional HR support to Equinix employees.

This role involves leading 24/5 operations, ensuring high service standards while enhancing the employee digital experience through online services and AI support. You will build strong relationships within the HR community and require a solid background in HR operations, training development, quality assurance, and data analysis.

Key Accountabilities:

Team Leadership
  • Lead and mentor the HR Services team to provide outstanding support through digital and live channels.
  • Set clear goals, conduct performance evaluations, and foster a culture of continuous improvement.
  • Monitor team performance against metrics and implement improvement plans as needed.
Strategic Alignment
  • Contribute to Equinix's One HR Strategy, advocating for departmental needs and identifying new operational opportunities.
  • Guide employees on HR programs and processes within defined SLAs.
  • Implement complex HR programs and leverage data to identify trends and improvement opportunities.
Culture Development
  • Establish a high-standard, experience-led culture with transparent metrics and SLAs.
  • Ensure business continuity through skill development and adherence to documented processes.
  • Lead with Operational Excellence, making data-driven decisions to enhance performance and compliance.
Relationship Building
  • Build strong relationships across functions to understand service needs and drive improvements.
  • Provide expert support for complex HR scenarios and champion collaboration across HR teams.
Vendor Partnerships
  • Maintain partnerships with external HR vendors and recommend service improvements.
Innovation & Improvement
  • Drive process improvements and facilitate workshops to enhance efficiency and quality.
  • Stay informed on industry trends and technologies to foster innovation.

Requirements:

  • 10+ years of experience in HR operations with proven leadership in managing HR teams.
  • Strong organizational, analytical, and collaboration skills.
  • Adaptable and outcome-focused, with a proactive approach to projects.
  • Excellent communication and relationship-building abilities.
  • Expertise in Operational Excellence and Performance Management.
  • Proficient with technology, particularly digital tools and AI initiatives; familiarity with Workday and ServiceNow is a plus.

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