The HR Solutions Supervisor leads a team of experts who provide vital support for various programs from hire to retire. This role is responsible for organizing the day-to-day delivery of comprehensive administrative and customer support, driving HR Solutions Initiatives and the coaching and development of team of HR Solutions Experts.
Lead a team of HR Solutions professionals who provide support to Asurion employees.
Perform general supervisory tasks including timekeeping, scheduling, performance reviews and disciplinary actions as needed
Provide coaching and feedback to improve performance and develop competencies
Inspect work and ensure quality service delivery
Demonstrate subject matter expertise in most of the vital services delivered by the HR Solutions function.
Lead team members in the execution of administrative and transactional work in the assigned program/s
Organizing the delivery of comprehensive administrative and customer support
Build relationships with key stakeholders to enable and support initiatives.
Manage delivery, continuous improvement, and change management to ensure outstanding transactional experience and attainment of established HR metrics.
Partner with other HR Solutions Leaders to ensure resources are assigned appropriately across the team manage the work effectively and meet service delivery commitments.
Ensure that delivery and documentation of HR processes is compliant with internal or external quality and statutory employment standards.
Act as primary point of contact for team members regarding escalated issues
Ensure that incoming projects and tasks are evenly assigned across team
Lead and participate in process improvement projects and other ad-hoc duties
Manage confidential information
Handle personally identifiable information (PII) that pertains to any individual (e.g. employees, job applicants, customers, etc.) in accordance with Asurion's internal Privacy Policy, Information Privacy Standard, and public facing privacy policies.
Complete any required privacy training.
Promptly report any known or suspected loss, theft or unauthorized disclosure or use of PII to Global Security & Risk - Privacy Team
Support Expert team members in delivering outstanding customer experiences and overall service performance
Act as primary point of contact for team members regarding the execution of administrative and transactional work.
Resolve escalated issues presented by the Expert team
Provide training and guidance on work processes
Perform customer facing and support program work where needed based on daily volume
Develop and maintain work instructions and knowledge articles
Perform general supervisory tasks including timekeeping, scheduling, performance reviews and disciplinary actions as needed
Provide coaching and feedback to improve performance and develop skills
Inspect work and ensure quality service delivery
Demonstrate subject matter expertise in most of the vital services delivered by the HR Solutions function.
Partner with leadership to manage vendor performance
Prioritize work for various vendors
Make recommendations for improvement
Coordinate and host periodic service performance reviews between vendors and leadership
Ensure timely and accurate billing of various vendors
Lead process improvement initiatives in the shared services model
Identify opportunities for process improvement
Use defined process improvement tools and approaches to implement change
Monitor effectiveness of changes to ensure desired results are obtained
Qualifications:
Bachelor's Degree in any field
At least 3 years experience in a high-volume Human Resources Shared Services Center or Call Center or Back Office Operation. Preferred subject matter expertise across onboarding, employee lifecycle through offboarding but not required
Tech savvy with Workflow Automation Systems (ie., ServiceNow) or Human Resources Information Systems (preferably Workday) or Customer Relationship Management systems
Proficient with operational KPIs like units per labor hour or handle time and demonstrated coaching ability to achieve Service Level goals
Excellent English communication skills (verbal and written)
Proficient in Microsoft Outlook, Word, Excel and PowerPoint
Proficient in using in Human Resource Information Systems (HRIS) or Applicant Tracking Systems (ATS)
Strong ability to multi-task as well as excellent organizational skills
Strong ability to ask probing questions to aid in problem solving
High level of attention to detail and strong analytical skills
Preferably with some knowledge on Philippine statutory processes and labor compliance or US labor laws and Equal Employment Opportunity Commission (EEOC) practices
Excellent customer service skills
Able to uphold the highest confidentiality standards in working with personally identifiable information (PII)
Amenable to work night shift
Open to work/travel to and from BGC, Taguig and Clark, Pampanga
