ManilaThe HR Operations T1 Systems Team Lead will be part of the HR Operations Team. He / she will manage a team of Tier 1 Systems Advisors in providing a suite of HR administration and support services to HR Managers, Line Managers, and employees within the Americas region and Philippines.
The service scope will cover requests, which are triggered by the use of HR SAP Self Service Functionality including the whole range of global and regional processes : Personnel Administration, Compensation, Time Management, Work and Life Events and Benefits.
The scope includes all SAP and Workday related process and system requests and will finally extend to include all HR related requests (processes, policies and systems).
Principal Accountabilities : Provides systems and process expertise (deep content, process and Shell business knowledge).
Actively champion customer focus within as a key quality necessary for successful transition to the employee centric modelCoordinate escalation management (track and interface with other teams as needed).
Meet HR Operations Service Excellence behavioral standards.Responsible for ensuring KPIs and service metrics are achieved through regular monitoring and proactive intervention where required.
Establish and maintain strong working relationships with key stakeholders and other teams across HR Operations.Provide staff development, supervision, motivation and leadership within the team in the area of coaching and performance feedback and contributing to the identification of training and development opportunities.
Regular monitoring of the Salesforce queue to ensure that cases are being attended to and appropriate escalation is being followed.
Intervene where required to resolve problems or issues.Actively support the service delivery model with stakeholders to enhance quality and customer focus.
Active participation in various internal operating / networking forums.Provide assistance with recruitment at specific job groups where required, including preparing open resourcing communication and interviewingManages Complaints Management Process, follow up on resolution, inform customer, document and capture learning gained Ensure delivery of other tasks that may be assigned from time to time.
Company DescriptionStart Something RemarkableShell Business Operations (SBO) Manila is focused on driving excellent corporate performance in Finance, Human Resource, Customer Service, Order-
to-Delivery, and Contracting and Procurement. We enable Shell to operate in a global-competitive and ever-changing business environment.
A career in Shell will offer you remarkable opportunities for growth, true experience across different business areas and the tools you need to discover and develop your skills within the energy industry.
We’re looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds.
If you are a great team player, possess superior communication skills and problem solving abilities, join us and see the impact that you can make across our global business.
Country of Work LocationPhilippinesCity, State (if applicable)Makati CityWork LocationManilaRequirementsUniversity degree in HR / Economics / Finance / Business, or equivalent or MBA.
Previous experience in a HR Operations role.Prior coaching or leadership experience would be an advantage.Strong IT Skills, especially with MS Office, SAP, Salesforce and Workday experience an advantage.
English (written and verbal good).Familiarity with HR Systems & Processes.Experience in introducing and maintaining service excellence.
Ability to work under pressure and tight constraints.Proven stakeholder engagement experience.