HR SERVICES MANAGER

It is the spirit of Bayanihan that drives us to continue our legacy of excellence and commitment to care. As an organization, we achieve our successes through good, honest, and persevering hard work - TOGETHER. It is in this way in which our company was built; we progressed as the country's leading Pharmaceutical company, not by sheer luck, but by pure perseverance, integrity, and brotherhood. Grow with us, and be a part of the Bayanihan spirit.

The HR Services Manager will seek to establish and oversee our new HR Help Desk service. This role will deliver seamless self-services, provide navigation support, and create a knowledge database to enhance employee interactions.

The HR Services Manager is a key role in the delivery of quality services to business leaders, managers and employees, as well as to the HR community and driving an agenda of continuous improvement. 

ROLE OVERVIEW:

• Oversee the overall delivery of Tier 0 and Tier 1 processes under the HR Helpdesk Service Line, ensuring a high standard of customer support and employee satisfaction.
• Create, drive, and maintain a comprehensive knowledge database to empower employees with easy access to information and support resources.
• Lead business process mapping to identify, design, and implement efficient workflows and improvements.
• Provide actionable insights through detailed reporting and SLA (Service Level Agreement) monitoring to ensure continuous improvement in service delivery.
• Track and analyze the drivers of request volumes, identifying trends and recommending enhancements to service processes.
• Develop and manage a robust service catalog, continually expanding service offerings to meet evolving business needs.
• Utilize SharePoint and a ticketing service platform to monitor service requests, manage workflows, and ensure timely resolution of employee queries.
• Lead, coach, and manage a team of 5 individuals, fostering a culture of collaboration, continuous learning, and excellence.
• Partner with key stakeholders to ensure alignment of HR Helpdesk Services with organizational goals and employee expectations.

REQUIRED QUALIFICATIONS:

• 5+ years experience in HR Shared Services, HR or Operations with at least 1+ years of people management experience, with the capability to develop a strong team and enable the team to achieve their potential.
• 1+ years of people management experience. Demonstrated leadership and team management skills, with experience leading a team or group of individuals.

• Strong analytical and reporting skills, with a demonstrated ability to derive insights from data and monitor SLAs effectively.
• Proficient in business process mapping, quality management and process optimization. Have led the creation, maintenance, and management a knowledge database.
• Experienced user of human capital management system, preferably Darwinbox, MS SharePoint and/or other ticketing service platforms.
• Excellent communication, interpersonal, and relationship-building skills.
• A proactive, agile and strategic mindset, with a drive to innovate and enhance processes.

We are committed to providing our employees with the best possible experience. As a LEARNING ORGANIZATION, we are eager to support your development and create the most fitting career path for you. As DESIGNERS AND DRIVERS OF INNOVATION, we are keen to provide you with opportunities to positively transform processes that will intensify business growth. As a NURTURING FAMILY, we are passionate about conducting programs that can promote your wellness, and help you be the best that you can be. As BELIEVERS OF OUR PURPOSE, we are and we will always remain earnest in giving meaningful tasks that will keep you delighted and fulfilled - at work and beyond.