
HR- KPI/SLA Specialist
5 days ago
-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
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