
KPI/SLA Specialist – Global Shared Services
19 hours ago
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.
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