S&P Global Regional People Services Manager in Pasig City, Philippines

S&P Global Corporate

The Role:

Regional People Services Manager

The Location:

Pasig City, Philippines

The Team:

This role will be part of a Global People Services team and expected to build and maintain strong relationships with other Regional People Service Center team, Centers of Excellence and HR Business Partners.

The Impact:

The Regional People Services Manager will primarily oversee the day-to-day operations of People Services Center for Americas. This Center is the first point of contact for HR support for current and former employees of S&P Global based in Americas region.

The role manages People Service Advisors (Tier 1-who answers incoming requests through various contact channels) and Specialists (Tier 2 Regional process or geographical experts) to ensure that high levels of customer service are met and that employee queries are resolved in a timely, professional manner. As appropriate, the People Services Manager may connect directly with requestors who have particularly difficult - complex problems.

Key levers for HR Service delivery are:

  • People Services Advisors that provide support Tier 1 support

  • People Services Specialists providing regional and domain knowledge

  • Promote effective utilization of HR self-service technologies

  • Drive a culture of continuous improvement & build effective internal & external relationships.

What's in it for you?

  • Be critically involved in setting up and building the first HR Services Center in the PH office.

  • Be responsible for creating and managing a group of People Service Advisors, with mission-critical roles expected to support the NA operations.

Responsibilities:

  • Ensure operational & team effectiveness in managing and escalating service requests

  • Build and lead a high performing team, setting KPIs, development plans, training and strong team engagement

  • Communicate impact and effectiveness of the team, provide valuable process and performance metrics & insights with recommendations for improvement

    • Partner with Global People Operations & Systems CoE and process owners to improve processes and - or leverage systems to increase efficiency and effectiveness
  • Manage the integrity and maximize the business impact of all People function data, security, information, and organization data within guidelines and regulatory requirements.

  • Work with relevant stakeholders to review and improve escalation process and performance

Qualifications:

  • 5 years relevant experience in Human Resources - People function including managing cross-functional & virtual teams with deep understanding of HR Operations Processes and Shared Services. Prior experience setting-up an HR Service Center experience preferred,

    • Strong written, oral, and interpersonal communication skills, with strongability to communicate with global stakeholders.

    • Ability to leverage quantitative metrics and process management discipline and tools to drive employee experience as they interact with HR Services

    • Ability to proactively build relationships with key HR stakeholders

    • Project management skills and process orientation.

    • Amenable to work in the Pasig Office and flexible to work in the night shift (US Hours)