employee services HR ManagerCWT

Purpose: Lead and supervise a team of HR Admins, Advisors and Payroll Specialists within the regional HR Service Center and ensure they deliver superior service to internal customers in multiple countries and across a range of HR processes. Responsible for supervising the team's areas of accountability, developing engagement, equipping team members with skills and knowledge they need to support the operations, monitoring and managing team performance, and serving as a relationship manager to Country HR and the COE's
Service Delivery
Supervise the HR Advisory and Payroll teams and assist with any first level escalations
Monitor and communicate the team's KPI's and SLA's and look for key trends to improve the team's overall performance.
Perform all relevant key controls for payroll purposes as needed by each country regulations.
Manage the team's workload distribution and allocation of tasks
Manage the teams work schedules to ensure there is sufficient coverage to meet the expected level of service and response to internal clients
Manage cross training between the team members so knowledge of processes can be backed up in case of absences.
Customer management
Work with Employee Services Director to monitor the team's customer interactions and customer satisfaction metrics to ensure the quality of the service being provided.
Monitor the team's problem-solving skills - act as a mentor to help team members understand the root cause of customer issues and how to resolve them
Provide direct customer service to Local HR/ELR for escalations to the Advisory and Payroll team
Work with local HR/ELR or Country HR Partners to identify customer service issues that are escalated to them
Establish and maintain relationships with Country HR/ELR, COE's and internal customers (e.g. line managers) to ensure the correct expectations of the service that should be expected. Work with the Employee Services Director to look for opportunities to deliver increased responsiveness - through better team working and use of team resources
Process ownership
Monitor standard operating procedures for advisory and payroll teams ensuring team adherence to CWT's defined global Employee Services process steps
Work with Country HR/ELR to understand changes in any local regulatory requirements and find ways to incorporate these into the admin/advisor or payroll processes.
Partner with the Global Employee Services team in Costa Rica to identify and improve areas for increased functionality of systems and reporting changes.
Work with Country HR/ELR and vendors to constantly improve, control and verify that information is accurate for processes and interfaces.
Ensure that the Employee Services is aligned with global procedures, DTPs and any updates that may need to be added or modified and to report it to the SME.
People management
Work with Employee Services Director to develop the team's goals and development plans in relation to the team's capabilities and performance.
Work with Employee Services Director to actively engage in the recruitment process of new team members when needed.
Identify changes in process requiring the introduction of new skills for existing team members
Work with Employee Services Director to monitor the performance of individual team members - hold team members accountable for meeting productivity targets, and manage individual poor performance via the performance management process
Data security
Ensure that Advisory and Payroll team members maintain high standards in retrieving and providing information/ records on request from Employees and Managers.
Ensure that Advisory and Payroll team members are compliant with all data security requirements for the transmission of data either internally or with 3rd party vendors (i.e. ADP)
Ensures that the right people have the right access in the systems
Qualifications
Experience & education:
Experience
Relevant experience of working in payroll processing and administration or HR operations for multiple countries
Payroll experience - UK or other countries in EMEA
Working experience with country legislation employment and tax laws as they pertain to payroll processes
Bachelor's degree or equivalent in Human Resources/Mathematics/ Business/Accountancy or similar
Languages
Ability to communicate effectively in English, both written and verbal
Any other language based on regional requirements
Knowledge, skills and abilities (KSAs)
Payroll knowledge /experience
Analytical skills
Detail oriented and sense of data quality & accuracy
Build strong relationship
Ability to maintain highly confidential and sensitive information
Good planning skills and organizing capability
Ability to multi-task and work well within a high-paced environment
Solve problems / Make decisions
Focus on the customer
Drive for results
Foster teamwork and mentoring skills
Solve Problems/make decisions
Cultural sensitivity, ability to work in a multicultural global environment and possess intercultural people skills
MS Office proficiency; particularly with Excel
Should have experience in an environment that had a Global Shared Services system
Position Location
Mckinley Hill, BGC, Taguig City
#LI-SW1
CWT

Makati City, Metro Manila
Permanent
Full-time