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