Service Performance Analyst

2 weeks ago

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

Terms Of Reference

The client is in the process of establishing its Global Shared Services Center (GSSC) in Manila.

The HR component (currently Payroll, Operations Support, Human Resources Administration Units, Insurance Unit) of the GSSC will be guided by the following principles:

  • Centralization and Standardization to maximize efficiency and ensure consistency across the Organization
  • Strategic HR Model, that includes HR Business Partners, Centers of Expertise and GSSC
  • Technology and Automation to streamline administrative tasks
  • People-Centered Approach to enhance the overall service delivery and employee experience
  • Continuous enhancement by reviewing policies, processes, workflows, Service Level Agreements (SLAs)

The resource will work under the direct supervision of the Deputy Director of Human Resources, with coordination with Chief, Human Resources Administration Services and Operations, Director GSSC, Business Transformation and IT and inputs from a range of stakeholders including the Heads of Units.

To help further design the HR component, the company is looking for a resource specialized in change management, organizational design and services centers. The resource will especially be asked to:

  • 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 centralization and standardization.
  • 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 operationalize 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: From Php100,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee
  • Work from home

Education:

  • Master's (Required)

Experience:

  • Organizational design: 8 years (Required)
  • Change management: 5 years (Required)

Work Location: In person

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