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Head of HR Direct GBSC Manila

The Position

Are you passionate about driving and improving Tier 1 services in a global organization? We are looking for a Head of HR Direct GBSC Manila who will be responsible for overseeing operations, managing the team and continuously improving HR Direct (Tier 1). You will take care of efficiently and effectively managing the team and ensuring excellent service delivery across all regions, markets, countries, and service areas supported by HR Direct from GBSC Manila, including future geographic or service-scope expansions.

In this role, you will also be responsible for processing queries of internal business partners from the HR organization and employees, coaching, assisting and providing end-user training for HR systems, and processing support requests in an efficient and structured way.

Tasks & responsibilities

  • You will be accountable for managing HR Direct in line with the GBS Target Operating Model, providing support to all regions, markets, countries, and service areas transitioned to or supported by the Manila Center, in accordance with the transition roadmap and any approved geographic or service-scope expansions.
  • You will drive operational excellence across HR Direct's end-to-end processes, ensuring the efficient and effective management of employee inquiries, requests, and escalations. You will also oversee the team's first-level support for Global Employee Survey (GES) and Workforce Planning (WFP) initiatives, ensuring seamless coordination, issue resolution, and close collaboration with HR stakeholders to deliver consistent, compliant, and high-quality services in line with global standards.
  • You will lead, develop, and empower HR Direct teams and leaders in alignment with Our Behaviors, fostering a high-performing, inclusive, and customer-focused culture. This includes selecting, coaching, and developing talent, driving strategic workforce planning, defining required capabilities, and ensuring the right talent is in place to meet current and future business needs.
  • You will steer end-to-end talent, and people processes within your area of responsibility, including recruitment, onboarding, capability building, continuous learning, and leadership development, in alignment with the GBS People Strategy. You will also promote employee engagement, diversity, accountability, and continuous improvement, ensuring both business outcomes (what is delivered) and leadership behaviors (how results are achieved) are embedded and measured through MAG.
  • You will ensure the HR Direct team maintains a strong understanding of the ways of working across various H2R Tier 2 teams to facilitate accurate inquiry routing and timely resolution. You will also collaborate closely with HR Internal Communications and IT to drive the adoption of enabling technologies, including case management tools and SuccessFactors, and ensure an effective multichannel service approach that meets customer expectations.
  • You will oversee the regular and timely review and maintenance of knowledge base articles and team access documentation to ensure accurate guidance, appropriate access management, and effective support operations. You will also be responsible for escalation management and service recovery, ensuring issues are addressed promptly and service quality is maintained.

About our future employee

  • Bachelor’s degree in Business Administration, Human Resources, or a related field, or equivalent professional experience
  • Experience across different HR functions or roles, with a solid understanding of end-to-end HR processes; Multinational company experience is an added advantage
  • Demonstrated leadership experience, including leading teams and developing future leaders in a shared services or HR operations environment
  • Strong customer orientation with a focus on service excellence and continuous improvement
  • Proven international exposure, with the ability to work effectively across multiple geographies, cultures, and time zones
  • Strong collaboration and stakeholder management skills, with the ability to navigate complex matrix organizations
  • Cultural awareness and sensitivity, promoting inclusion and effective cross-cultural communication
  • Strong analytical and problem-solving skills, with a data-driven mindset
  • Experience in Servicenow and SAP Successfactors is an added advantage
  • Fluency in English; additional languages are an advantage depending on scope
  • Established professional network and awareness of external HR best practices, trends, and innovations

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