Location: Eastwood, Quezon City

Work set up: On-site
Work shift: Shifting
Target start date: ASAP
Headcount: 5

Your Day-to-Day

-Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions. ​
-Provide excellent customer service and identify client needs.
-Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
-Participate in proposal development for business opportunities.
-Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
-Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
-Conduct root cause analyses and build corresponding action plans.
-Coach associates to meet KPIs and performance metrics.
-Manage team attrition and engagement.
-Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
-Perform any other tasks assigned by leadership.
-Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
-Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
-Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.
-Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
-Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

Qualifications :

-Bachelor’s degree preferred.
-Minimum 2 years experience in a team lead or supervisory role(must have )
-Experience in supporting HCM accounts(Workday, Kronos, Paychex, ADP, SAP, Oracle, Sage) on Technical Support vertical(must have)
-Software, Human Capital Management Software, Time and Payroll Software, AI for HR, and Workforce Trends is a must.
-Strong analytical, results-oriented, and process-driven mindset.
-Experience supporting new account launches, workflow stabilization, or transition projects.
-Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
-Ability to document processes accurately and ensure compliance with client expectations.
-Familiarity with HRIS/HCM, payroll support, workforce management systems (UKG, ADP, Workday, SAP success is a plus).
-Competent in root cause analysis, performance management, and data-driven decision-making.
-Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
-Strong written and verbal communication skills, especially for client-facing reporting and updates.
-Able to adapt quickly to evolving client requirements, especially during the stabilization period.
-Must have BPO experience