Global Shared Services Team Leader (IT)

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Information Technology / Business Process Outsourcing (BPO) sector to hire a Global People Shared Services Team Lead. This opportunity is based in BGC, Taguig City, Philippines, operating on a hybrid work arrangement (3 days onsite, 2 days WFH) with a shifting/rotating schedule.

Position Overview

Lead and manage the daily operational execution and delivery of global HR shared services, with a focus on end-to-end employment lifecycle processes.
Drive operational excellence, stakeholder satisfaction, service quality, and continuous improvement while developing a high-performing shared services team.

Key Responsibilities

Service Delivery and Operational Excellence

• Life Cycle Management: Manage end-to-end employment life cycle data processes, including but not limited to talent administration (as applicable) such as interview scheduling, background check, pre-boarding, and comprehensive employee lifecycle data management processes, from onboarding, time tracking, job changes, reference, and documentation, offboarding and other relevant ensuring smooth execution and operational implementation across all systems.
• Operational Oversight: Ensure real-time data reflection regarding production and utilization. Conduct regular volume and workload assessments, oversee case management/routing, and ensure all requests are answered and closed timely according to SLA and quality standards.
• Subject Matter Expertise: Serve as the functional Subject Matter Expert (SME) and the primary point of escalation for the team, proactively resolving intricate inquiries, technical and non-technical challenges, and process bottlenecks, while ensuring real-time status updates and transparent communication within members.
• Performance & SLA Management: Monitor team utilization to ensure consistent adherence to Service Level Agreements (SLAs) and Quality Standards and Customer Satisfaction.
• Training & Knowledge Transfer: Formulate, establish, and maintain structured training methodologies, encompassing live instructional sessions, foundational onboarding programmes, operational briefings, process evaluations in alignment with Training and Quality Team. Responsible for ongoing professional development for established and novel procedures to govern individual professional development strategies.
• Stakeholder Management: Responsible for driving daily operational alignment, managing workflows, and proactively addressing process issues or concerns with onshore partners. Collaborates closely with diverse stakeholders to ensure seamless operational delivery and maintain strong professional relationships.

Operational Excellence & Reporting

• Performance Management: Maintain and meet the standard target of accuracy and efficiency rate for both personal and team-wide output.
• Issue Resolution: Own and discuss issue logs with onshore partners, providing tangible actions and resolutions on a regular basis. Ensure all unknowns are clarified within one business day for critical matters.
• Data Analysis: Maintain, update and revise as needed the monitoring tools, trackers, and reports to derive actionable insights. Regularly analyse assigned workstream data to support operational decision-making.
• Data Analysis & Reporting: Prepare, review, and perform gap analysis on status reports, using insights to drive operational efficiency and workload management.
• Quality Assurance: Govern quality assurance and service delivery standards by cultivating cross-functional collaboration to consistently achieve or surpass established Service Level Agreements (SLAs), stakeholder management objectives, and organisational key performance indicators or objective key results. Conduct weekly spot checks, perform Root Cause Analysis (RCA) on quality issues, and implement corrective action plans. Maintain consistent accuracy and efficiency across all individual and team-wide work outputs.
• Communication: Serve as the primary point of escalation to management, providing real-time feedback on SLA performance and operational risks.
• Compliance: Maintain 100% compliance with Data Privacy/GDPR and all relevant company privacy policies.

Process Improvement & Innovation

• Continuous Improvement: Foster a culture of innovation by driving CI ideas from team members. Act as the CI champion. Proactively identify opportunities for process optimisation and lead initiatives to drive service improvements and digitalisation and implement at least one major process improvement or digitalisation initiative per quarter.
• Knowledge Management: Provide substantive contributions to the authoring, revision, and dissemination of Standard Operating Procedures (SOPs), knowledge base documentation, operational aids, and digital workflow platforms, ensuring rigorous adherence to a weekly update schedule.
• Problem-Solving: Conduct RCA on escalated operational issues and implement tangible, long-term solutions.

Leadership and Development

• Cultivate a professional environment characterised by collaboration, innovation, and the delivery of exceptional customer service through strategic leadership.
• Inspire, support, mentor, and lead personnel regarding daily operational tasks and comprehensive performance management.
• Formulate and deliberate upon definitive performance objectives for all team members, ensuring strict alignment with organisational Objectives and Key Results (OKRs).
• Supervise and evaluate the progression and precision of work deliverables, steering operational initiatives to fulfil established metrics and providing advanced technical counsel on complex matters.
• Distinguish and supervise professional advancement opportunities within the team, executing customised development plans designed to optimise competency and operational capability.
• Execute systematic performance appraisals and subsequent follow-up evaluations in compliance with operational delivery benchmarks and corporate protocols.
• Cultivate, advance, and sustain robust professional alliances with key stakeholders, counterparts, and Human Resources partners to guarantee an exhaustive comprehension of business imperatives and support requirements.
• Responsible for recruitment, team capacity-enhancement initiatives, and professional advancement programmes to ensure the maintenance of an elevated standard of team competency.

Key Requirements

Qualifications & Experience

• Bachelor's Degree in Human Resource Management, Psychology, or a related discipline.
• At least 3 to 5 years of experience leading and managing a team within a shared services environment.
• Proven track record supporting global business/shared services operations and driving daily operational execution.
• In-depth knowledge and operational experience in Talent Administration and comprehensive employment lifecycle data management processes.
• Experience working within multicultural and shared services environments is advantageous.
• Extensive experience in start-up, growth-stage, and fast-paced organisations is highly desirable.

Technical / Functional Expertise

• Expert knowledge of HR processes, systems, and digital tools across the employee lifecycle.
• Proven capability in managing and utilising ATS, hiring, and ERP systems.
• Strong understanding of database functionality, data analysis, monitoring tools, trackers, and status reporting.
• In-depth knowledge of performance metrics, quality standards, Service Level Agreements (SLAs), assessment methodologies, and compliance requirements.
• Experience conducting Root Cause Analysis (RCA), quality reviews, workload analysis, and operational reporting.
• Strong knowledge of Data Privacy, GDPR, and related compliance standards.

Soft Skills & Leadership Competencies

• Strong stakeholder management and relationship-building capabilities across global geographies and business functions.
• Excellent leadership, coaching, mentoring, and team development skills.
• Strong problem-solving and decision-making abilities.
• Effective communication and escalation management skills.
• Ability to drive continuous improvement, innovation, and digitalisation initiatives.
• Strong organisational skills with the ability to manage multiple priorities in a dynamic environment.
• Demonstrated commitment to operational excellence, service quality, and customer satisfaction.