KPI/SLA Specialist – Global Shared Services

17 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.

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