Team Leader – People Services

Job Description

JOB DESCRIPTION
Join a global professional services leader. We are committed to solving the world’s biggest challenges in the areas of water, energy and urbanization.

We are seeking for a Team Leader -People Servicesto support the Shared Services Team for GHD globally. You will be responsible in ensuring the fulfillment of all client requirements within the established Service Level Agreements (SLAs), execution of quality monitoring and reporting, effectively managing team performance. You will also actively participate in projects aimed at achieving business plan objectives, enhancing service delivery and ensuring client satisfaction.

What will you do in the role
– Monitor phone lines and ensure that all incoming calls are promptly and appropriately addressed and documented using the ticketing system
– Continuously monitor the inbox/Human Capital Management and ticketing tool, and adeptly distribute workloads to team members for optimal efficiency and effectiveness
– Track workloads to ensure all SLAs are achieved
– Track, monitor, and report on breaches and incidents, including quality issues
– Act as the primary liaison and escalation point between clients and the team
– Offer guidance to team members dealing with challenging client issues or concerns
– Collaborate and escalate complex requests to Global People Team members for resolution
– Execute internal audit tasks and compile required monthly reports
– Train and mentor new team members and People Teams
– Collaborate with Process Enablement Team to prepare necessary system and process documentation
– Ensure smooth coordination and handover with other shifts
– Perform assigned tasks within the HCM system
– Manage team performance and ensure full engagement towards team goals
– Coordinate with other shift Team Leaders to align with People Services goals and drive continuous improvement

We’re looking for someone who:
– Relevant degree is desirable
– Requires advanced knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education
– Strong focus on service delivery
– Proficiency in managing concurrent projects and initiatives effectively
– Possess strong English communication skills, both verbally and in writing
– Capable of performing effectively under pressure and skillfully managing workload planning and prioritization
– Previous experience with Oracle desirable
– French communication skills are desirable
– Work schedule: Monday to Friday – 9:00 pm to 6:00 am

The position is open to be assigned in Makati, Quezon Cityand Cebu City Office, depending on your location and preference.

Applicants must be a Filipino citizen or have the right to work in the Philippines.