KPI/SLA Specialist

5 days ago

Makati City, National Capital Region, Philippines Systemantech, Inc Full time ₱960,000 - ₱1,200,000 per year

-Propose an operating model for Global Shared Services, based on the above-mentioned principles, including governance, Structure, roles and decision-making rights, that meet clients' needs and ensure fast, efficient delivery.

-Develop workflows, Key Performance Indicators and Service Level Agreements for each workflow

-Identify tools to track, monitor and report on SLAs and KPIs within existing technology stack

-Identify tools to gauge clients' satisfaction within existing technology stack

-Identify additional efficiencies and opportunities for further centralisation and standardisation

-Design workflows and processes using identified tools and resources to track, monitor and report on SLAs and KPIs

-Establish the service capacity per FTE (number of transactions processed by 1 FTE). Ex: number of employees payrolled by 1 FTE for IP Payroll desk and Local Payroll desk for main and off-cycle payroll.

-Develop communication plan to clarify roles and address queries/concerns.

Review and assess transactions outside of the current Manila Administrative Centers that could be transferred to GSSC

Key deliverables:

-Interview Key Informants to assess the current set up and structure and future needs (1 week)

-Design structure (s) based on future needs to be able to deliver efficiently, leveraging technology and automation, including ERP (2 weeks)

-Map out the service capacity per FTE (2 weeks)

-Design workflows, processes, KPIs, SLAs (1 month)

-Identify and operationalise resources and tools to monitor KPIs and SLAs (1 week)

-Design clients' survey to gauge clients' satisfaction (1 week)

Qualifications:

Education:

  • An advanced university degree (Master's or higher) in Human Resources, Law or equivalent

Expertise & Skills required:

  • 8-10 years of experience in Human Resources including organizational design
  • Experience in management change
  • Experience in establishing Shared Services Centers
  • Excellent communication skills (verbal and writing); fluent in English (additional language is an asset)
  • Excellent knowledge of ERP

Job Type: Full-time

Pay: Php60, Php100,000.00 per month

Work Location: In person

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