**THE POSITION** Be part of a dynamic and forward-thinking team in HR Direct based in Alabang, Muntinlupa City, Philippines, where your work will directly contribute to our mission of delivering HR service excellence across the APAC region, while supporting the company’s broader purpose of transforming lives for generations. This role offers the opportunity to collaborate with top talent and drive meaningful change — all within a supportive and globally connected environment that fosters professional growth. The Senior Specialist plays a vital support role within HR Direct, working closely with the Line Manager and the broader group to ensure operational oversight and leadership continuity. This role requires the ability to work independently while effectively managing stakeholders and contributing to the overall success of HR operations. The ideal candidate demonstrates: + Strong communication and comprehension skills + Critical and analytical thinking with attention to detail in problem-solving & decision making + Collaborative and team-oriented + Innovation and continuous improvement mindset + Adaptability, agility, and resilience under pressure + High interpersonal and emotional intelligence + Proactive approach and strong sense of initiative + Commitment to integrity and ethical conduct **Duties & Responsibilities:** **Duties & Responsibilities:** + **Performance Measurement** – Consistently meets established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), demonstrates a strong commitment to performance excellence, upholds high behavioral standards, and contributes to operational efficiency through exceptional service delivery. + **Task Management** – Operates at the highest level of accountability within the Specialist hierarchy by consistently demonstrating a strong ability to manage and prioritize tasks and responsibilities. This includes effectively handling delegated ad hoc assignments, such as—but not limited to—the following: 1. Team Point of Contact (POC) – Acts as the Officer-in-Charge in the absence of the Line Manager. Key duties include providing leadership and overseeing day-to-day team activities, and ensuring continuity in decision-making within the delegated scope—particularly when the Line Manager is unavailable or engaged in other critical or high-priority deliverables. 2. Quality Assurance (QA) – Conducts quality audits of team outputs, reviews results, and provides coaching based on QA findings and scores. Supports continuous improvement and service excellence through regular feedback and performance monitoring. 3. Representation in Initiatives – Serves as a primary representative of HR Direct—either through nomination or voluntary participation — in partnership with the Line Manager, across various initiatives and activities. This includes participation in projects, continuous improvement efforts, programs, committees, meetings, and point-of-contact (POC) responsibilities for both local and global needs. 4. Training Management – Conducts training sessions and refresher courses for the team, including onboarding programs for new hires, to ensure they become fully fledged process experts. 5. Service Review / Meeting Support – Provides alternate support to the Line Manager in conducting service reviews and attending meetings as needed. This shared approach enables the Line Manager to focus on key strategic priorities such as talent development, stakeholder relations, process enhancements, and managing operational / business needs at both regional and global levels. 6. Co-Management in Reporting – Collaborates with the Line Manager and relevant support teams in managing reporting and data generation activities to meet operational requirements, reports and insights. + **Procedural Proficiency** – Demonstrates strong knowledge of procedural and operational activities within HR Direct. Ensures high-quality service delivery by accurately and promptly processing Tier 1 requests from the target community—such as BI employees (active/former), BI HR professionals, internal and external stakeholders, and legitimate third-party employment verifiers—through various channels such as phone, email, booking, and self-service platforms. + **Technical Proficiency** – Possesses hands-on experience with key HR IT systems, including SAP software (e.g., SuccessFactors), ServiceNow, and Microsoft tools, with intermediate to advanced proficiency in Excel. Familiarity with other technologies and systems, along with experience in reporting and data analytics, is preferred and considered an advantage. + **Operational Proficiency** – Effectively manages service recovery and follow-through, resolves escalations, and collaborates with support teams and stakeholders to ensure timely issue resolution. Liaises HR-related cases to the appropriate support channels—such as Tier 1, Tier 2, or Local HR—when necessary, ensuring smooth coordination and service continuity. + **Process Discipline & Compliance** – Adheres to all relevant Standard Operating Procedures (SOPs) and defined ways of working. This includes conducting thorough investigation, analysis, and research to ensure accurate and efficient resolution of cases. Consistently applies caution and preventive measures, including proper security verification, compliance with internal policies, data privacy protection, and the implementation of corrective and preventive actions. + **Documentation & Process Alignment** – Creates / updates and maintains internal documentation, process guidelines, knowledge base articles, and other relevant procedural and operational resources across designated repositories and channels. Collaborates with cross-functional support groups to ensure process alignment, drive continuous improvement, and address operational and business-related matters effectively. **Requirements:** + 3 to 5 years of experience in an HR administrative function, preferably within a Global HR Shared Services environment. + 6 months to 1 year of leadership exposure. + Proficiency in key HR systems, including SAP software (e.g., SuccessFactors), ServiceNow, and Microsoft tools, with intermediate to advanced proficiency in Excel. + Familiarity with other technologies and systems, reporting and data analytics, is considered an advantage. + A bachelor’s degree in any field or equivalent relevant experience (relevant experience is preferred). All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.