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 neededProvide coaching and feedback to improve performance and develop competenciesInspect work and ensure quality service deliveryDemonstrate 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 issuesEnsure that incoming projects and tasks are evenly assigned across teamLead and participate in process improvement projects and other ad-hoc duties

Manage confidential information

Handle personally identifiable information (“PII”) that pertains to any individual (e.g. employees, job applicants, customers, etc.) 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 teamProvide training and guidance on work processesPerform customer facing and support program work where needed based on daily volumeDevelop and maintain work instructions and knowledge articlesPerform general supervisory tasks including timekeeping, scheduling, performance reviews and disciplinary actions as neededProvide coaching and feedback to improve performance and develop skillsInspect work and ensure quality service deliveryDemonstrate 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 vendorsMake recommendations for improvementCoordinate and host periodic service performance reviews between vendors and leadershipEnsure timely and accurate billing of various vendors

Lead process improvement initiatives in the shared services model

Identify opportunities for process improvementUse defined process improvement tools and approaches to implement changeMonitor effectiveness of changes to ensure desired results are obtained

Qualifications:

Bachelor’s Degree in any fieldAt 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 requiredTech savvy with Workflow Automation Systems (ie., ServiceNow) or Human Resources Information Systems (preferably Workday) or Customer Relationship Management systemsProficient with operational KPIs like units per labor hour or handle time and demonstrated coaching ability to achieve Service Level goalsExcellent English communication skills (verbal and written)Proficient in Microsoft Outlook, Word, Excel and PowerPointProficient in using in Human Resource Information Systems (HRIS) or Applicant Tracking Systems (ATS)Strong ability to multi-task as well as excellent organizational skillsStrong ability to ask probing questions to aid in problem solvingHigh level of attention to detail and strong analytical skillsPreferably with some knowledge on Philippine statutory processes and labor compliance or US labor laws and Equal Employment Opportunity Commission (EEOC) practicesExcellent customer service skillsAble to uphold the highest confidentiality standards in working with personally identifiable information (“PII”)Amenable to work night shiftOpen to work/travel to and from BGC, Taguig and Clark, Pampanga