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Employee Experience Lead

2 weeks ago


Manila, National Capital Region, Philippines Emapta Full time

Emapta Philippines is a leading provider of global outsourcing solutions, and we're seeking a highly skilled professional to join our team as an HR Operations Team Lead - Employee Services.

In this role, you'll lead frontline support, resolve employee inquiries, and manage tier 1 & 2 escalations. You'll collaborate with Subject Matter Experts, ensure seamless HR operations, and uphold key metrics—driving exceptional employee experiences through strong service orientation and deep HR process expertise.

Responsibilities
  • Provide timely responses, recommendations, and quality resolutions to HR queries on products and services, ensuring efficiency is maintained
  • Minimize escalations by categorizing inquiries based on priority and assigning/escalating cases to the appropriate team for resolution
  • Coordinate and collaborate with relevant teams to deliver the best possible resolution to employee concerns

We're looking for a highly skilled professional with at least 2 years of experience in supervisory or team lead roles, specifically in HR operations, employee services, and benefits administration. You should have excellent administrative and organizational skills with strong attention to detail.

You'll be responsible for handling inbound and outbound concerns via email, chat, ticketing tools, and calls. You should have excellent verbal and written communication skills in English and be able to work effectively in a fast-paced, virtual environment.