KPI/SLA Specialist – Global Shared Services

19 hours ago


Makati City, National Capital Region, Philippines Panoptik Global Full time $104,000 - $130,878 per year

Job Title: KPI/SLA Specialist – Global Shared Services

Location:
Makati (onsite)

Employment Type:
4 months contract

Job Overview

We are seeking a
KPI/SLA Specialist
with expertise in change management, organizational design, and shared services operations to support the establishment of a Global Shared Services Center (GSSC) HR component. The role focuses on designing operating models, workflows, KPIs, and SLAs while leveraging technology and automation for efficient service delivery.

Key Responsibilities

  • Propose operating models for the GSSC, including governance, structure, roles, and decision-making frameworks.
  • Develop workflows,
    Key Performance Indicators (KPIs)
    , and
    Service Level Agreements (SLAs)
    for HR services.
  • Identify tools to track, monitor, and report KPIs and SLAs using the existing technology stack.
  • Design client satisfaction measurement tools and processes for feedback.
  • Establish service capacity per FTE and identify opportunities for process centralization and standardization.
  • Develop communication plans to clarify roles and address concerns.

Key Deliverables

  • Structure designs for GSSC HR services.
  • KPI/SLA frameworks and monitoring tools.
  • Workflows and process documentation.
  • Client satisfaction survey templates.
  • Service capacity benchmarks per FTE.

Qualifications

  • Master's degree in Human Resources, Law, or related field.
  • 8–10 years' HR experience including organizational design and shared services setup.
  • Strong expertise in change management and HR technology systems.
  • Excellent communication and stakeholder engagement skills.
  • Experience with ERP systems preferred.

  • 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...


  • Makati City, National Capital Region, Philippines Systemantech Inc. Full time ₱2,000,000 - ₱2,500,000 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...

  • HR Manager- KPI/SLA

    5 days ago


    Makati City, National Capital Region, Philippines Systemantech, Inc Full time ₱1,000,000 - ₱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...


  • Makati City, National Capital Region, Philippines City Storage Systems Full time ₱1,500,000 - ₱2,500,000 per year

    Finance Shared Services Manager, City Storage Systems - Makati CityWho we areAt City Storage Systems, we're building Infrastructure for Better Food. We help restaurateurs around the world succeed in online food delivery. Our goal is to make food more affordable, higher quality and convenient for everyone. We're changing the game for restaurateurs, whether...


  • Makati City, National Capital Region, Philippines City Storage Systems Full time

    Finance Shared Services Manager, City Storage Systems - Makati CityFinance Shared Services Manager, City Storage Systems - Makati CityWho we areAt City Storage Systems, we're building Infrastructure for Better Food. We help restaurateurs around the world succeed in online food delivery. Our goal is to make food more affordable, higher quality and convenient...


  • Makati City, National Capital Region, Philippines City Storage Systems Full time ₱1,500,000 - ₱2,500,000 per year

    Who We AreAt City Storage Systems, we're building Infrastructure for Better Food. We help restaurateurs around the world succeed in online food delivery. Our goal is to make food more affordable, higher quality and convenient for everyone. We're changing the game for restaurateurs, whether they're entrepreneurs opening their first restaurant all the way...


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

    Terms Of ReferenceThe 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...


  • Makati City, National Capital Region, Philippines White & Case Global Operations Center Manila Full time $104,000 - $130,878 per year

    About the RoleThis role's internal job title is Manager, People Function Continuous Improvement.We are seeking an HR Shared Services Transformation Manager to lead HR process improvements and digital optimization within our People Function. You will play a strategic role in enhancing HR service delivery, leveraging Workday and ServiceNow, and embedding a...


  • Quezon City, National Capital Region, Philippines Megaworld Corporation Full time ₱250,000 - ₱600,000 per year

    Company DescriptionMegaworld Corporation is the leading real estate and Business Process Outsourcing (BPO) office developer and landlord in the Philippines. Recognized for its excellence, Megaworld Corporation has earned the Great Place to Work Certification [August August 2026]. The company is renowned for providing top-notch work environments and...


  • Makati City, National Capital Region, Philippines ActionLabs IT Services Phils. Corp Full time ₱1,500,000 - ₱2,500,000 per year

    We are ActionLabsWe offer Managed Services, Technology Solutions, Infrastructure Solutions, Maintenance Services, Call Center Services, Enterprise Solution Services and is now the leading Authorized Service Partner (ASP) of different well-known global brands.With more than a decade of experience, trusted technology partners, nationwide presence, and a team...