HR Operations Team Lead - Employee Services

Lead HR Operations Shape Global Impact Your Legacy Starts Here!

Welcome to a funfilled journey with Emapta where our vision is to empower you our talented team members to achieve your full potential and aspirations without the necessity of going abroad. Our deepseated commitment lies in showcasing Filipino talent to the world revolutionizing the workplace by offering sustainable global careers within exceptional working environments right at your doorstep. Whether you choose to work from the comfort of your home or in an office equipped with cuttingedge technology and a dynamic team the possibilities are limitless.

As the HR Operations Team Lead Employee Services you ll have the unique opportunity to make an impact on a global stage. In this dynamic role you will provide crucial frontline support ensuring smooth HR operations by resolving employee inquiries and issues. You will manage tier 1 & 2 escalations delivering swift accurate solutions. By collaborating with Subject Matter Experts and adhering to key HR metrics you ll help shape seamless employee experiences demonstrating a strong customer service orientation and expertise in HR processes. Elevate your career with us and be part of something bigger.

• Provide timely responses recommendations and quality resolutions to HR queries on products and services ensuring efficiency is maintained.
  
• Minimize escalations by categorizing inquiries based on priority and assigning/escalating cases to the appropriate team for further resolution.
  
• Coordinate and collaborate with relevant teams to deliver the best possible resolution to employee queries and issues.
  
• Maintain accurate tracking of actions taken to address cases including daily monitoring and consistent followups while taking full ownership of assigned cases.
  
• Adhere to security policies and procedures ensuring confidentiality and integrity of member data when providing resolutions.
  
• Identify potential challenges with existing tools/systems and operational processes proactively recommending solutions or escalating to management when necessary.
  
• Handle inbound and outbound concerns across multiple channels (email chat ticketing tools calls etc.).
  
• Ensure a delightful customer experience and provide the best possible service at all touchpoints.
  
• Act as the first point of contact for employee inquiries and cases raised via HR tools (e.g. CHEER).
  
• Gather relevant and detailed information to resolve queries efficiently.
  
• Meet set objectives as defined in the agreed performance metrics.
  
• Attend participate in and complete all required training events and assessments to stay updated on rolespecific knowledge.
  
• Adhere to attendance and scheduling compliance.
  
• Demonstrate respect for self colleagues and management in all interactions.
  
• Take initiative toward personal development and continuous learning.
  
• Provide an exceptional member experience by focusing on support resolution and professionalism.
  
• Show ownership in achieving productivity quality and resolution objectives.
  
• Maintain and improve quality results by adhering to standards and guidelines and recommending process improvements.
  
• Oversee daytoday transactions ensuring the team meets agreed SLA targets per transaction.
  
• Handle escalations as needed provide timely coaching conduct frequent performance reviews and lead daily huddles for updates targets and performance reviews.
  
• Provide daily reports on performance vs. targets/SLA.
  

Requirements

Your Skillset: The Key to HR Harmony

• Supervisory/Team Lead experience of at least 2 years HR operations including employee services and benefits administration
  
• Excellent administrative and organizational skills with strong attention to detail.
  
• Strong work ethic anchored in integrity accuracy and quality.
  
• Advanced proficiency in MS Excel including creating HR reports and providing insights/analysis.
  
• Over 2 years of experience in customer service helpdesk support or basic HR functions.
  
• Knowledge of multiple HR disciplines across different geographies (e.g. compensation and benefits employee relations legal compliance).
  
• Strong attention to detail and the ability to follow standard operating procedures.
  
• Working knowledge of case management tools HRIS and timekeeping systems.
  
• High level of integrity honesty and commitment to confidentiality.
  
• Ability to work effectively in a fastpaced virtual environment.
  
• Excellent multitasking skills and the ability to adapt to varied issues daily.
  
• Resourceful with strong research and decisionmaking skills.
  
• Strong verbal and written English communication skills.
  
• Customerfocused mindset with a dedication to delivering excellent service.
  
• Open honest and empathetic approach when interacting with others.
  

Benefits

Perks that Work as Hard as You Do!

• HMO coverage upon regularization
  
• Competitive Package
  
• Hybrid work arrangement
  
• Prime office locations across Metro Manila (Easy access to MRT stations restaurants and banks)
  
• Standard government and Emapta benefits
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Free upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Emapta Lifestyle perks (Foodpanda pro and more!)
  
• Total of 20 annual leaves (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Why We Stand Out Among the Rest!:

Join Emapta a company recognized as one of the Best Places to Work for in Asia by HR Asia and The Philippines Best Employers for 2023. Our culture of care and empathy reflected in our 50/50 gender ratio ensures youll feel like part of the family from day one. Were dedicated to nurturing talent and providing the tools for your success. Be part of a squad of dream chasers and world changers showcasing Filipino talent to the world. With 18 strategically located offices and over 720 clients youll have the opportunity to make a positive impact daily whether you prefer officebased or workfromhome options. Join us for a 100% virtual recruitment process and lets make magic together!

Working in Emapta not only provides you the certainty of working with a wellestablished organisation which nurtures the careers of almost 7400 team members it also places you in direct relationships with some of the world s leading and most innovative companies.

Tim Vorbach CEO

#EmaptaExperience