JOB DESCRIPTION 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 (. employees, job applicants, customers, 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 Save job
