Senior Director, People & Culture Philippines

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

A SNAPSHOT OF YOUR ROLE

The Senior Director, People & Culture – Philippines is a strategic and hands-on role across the Human Resources department, ensuring world-class value add function, with a focus on strategy development, execution, and global alignment. As the HR Leader, you are expected to provide the organization’s senior managers with insightful analytical information, trends and recommendations on (a) country labor and privacy laws, (b) departmental process and policies, (c) workplace standards, and (d) employee relations activities.

In your role, you set forth as model example ensuring Acquire BPO’s Values based culture is consistent throughout the organization and is measured through performance management. Your role leads in the oversight for the integrity and respectful workplace rules and policies without compromise and serves as head of investigation body. In addition, this role engages with various stakeholders to align processes related to labor rules and policy violations, due process and related off-boarding requirements. At all times, the HR team will ensure compliance with federal and local laws and industry Privacy Law regulation along with a strong understanding of compliance in a SOCII, PCI certified business.

As Senior Director, People & Culture – Philippines, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

Your role also includes, but is not limited to the following:

1.Strategic HR Management

Develop and aligns HR strategies and initiatives with Business strategies, diagnosing business challenges, exploring alternative solutions and recommending best-fit solutions; identifying opportunities for increased efficiency/effectiveness

Ensures continual performance improvement within the corporate functions, driving processes to facilitate improvement

Provides expert advice and counsel to all levels of management and employees.

Consults with employees and managers to address root causes of issues and resolve through a systematic and analytical approach, including investigations

Ensures consistent discipline practices and legal compliance – Guides, trains and directs Human Resources Managers on the execution of HR policies and processes to ensure appropriate legal and corporate compliance

2.Global Policies and Best Practices

Liaise with global peers, policy owners and process owners on best practices and aligning Acquire BPO’s global policies and standards

Ensure all local employee related policies are aligned and followed by local rules and Acquire BPO’s best practice standards

Understand all client nuances/ bespoke arrangements and ensure our HR and policies and practices surrounding those clients are documented, implemented and followed

Keep up to date with industry best practices, recommend and implement where appropriate within Acquire BPO

3.Labor & HR Compliance Management

Protect interest of employer and employees and the company in accordance with company human resources policies and governmental laws and regulations

Keep updated to date on the changing labour landscape in the local region and ensure policies are updated to reflect changes in law

Manage any labour issues to prevent them from going to labor cases and if they do to ensure the best outcome for the business working with external counsel and internal stakeholders, being the central point of contact

Review employee feedback and create action plans to improve employee relations, workplace compliance and working environment

Ensure effective, efficient and compliant new hire onboarding processes

Establish, manage compliance to and ensure onboarding trainings for new and existing employees to include company values, culture and mission and history, regulatory compliance, code of conduct and benefits

Own compliant and fair decisions for terminations

Provide directions in creation and delivery of necessary education and materials to line management and employees, including workshops, manuals, employee handbooks and standardized reports

4.Workday Implementation

Act as the HR Process Lead, Philippines and work with the Global Process Owner of HCM and other HR Process Leads and Subject Matter Experts to rollout Workday globally.

5.Employee Engagement

Establish and maintain a positive employer-employee relationship through the team and promote a high level of employee morale

Review employee feedback and create action plans to improve employee relations, workplace compliance and working environment

6.Succession Planning

Build and develop a strong team with possible successors available at all times

Ensure stakeholders have appropriate people within team who are empowered to handle necessary day to day functions

7.Reporting

Provide timely and appropriate reporting as required to line manager, the Country Manager and when required the CEO or Executive Team

Ensure any legal matters or risks are promptly identified and shared with line manager, Country Manager and CEO

8.Values Champion

Promote and demonstrate Acquire BPO’s values internally and externally

Ensure Acquire BPO’s values are lived throughout our organization

A BIT ABOUT YOU

8+ years direct BPO/ call center industry experience, at least 5+ years’ experience at a senior level

Preferably, experience working in a multinational, matrix organisation.

Ability to balance local Philippines operational requirements with the company’s global scaling objectives.

Strong mentorship to coach, develop effective department leaders and Operations leaders and teams on relevant HR matters and topics

Results oriented and a can-do attitude with ability to manage change and multi-task while creating a positive environment

Demonstrate ability to lead labor cases and disputes

Experience as the primary contact with labor counsel and outside government agencies

Experience in budgeting and financial planning

Experience using Workday HCM enterprise software or similar ERP systems

MEASUREMENT OF SUCCESS

Employee satisfaction metrics

Employee retention metrics

Client satisfaction metrics

Positive feedback from Operations stakeholders

Compliance level of company policies

Effectiveness and efficiency in servicing the business needs by leveraging on people, process, technology and data

Effectiveness in consulting with management on strategic planning and alignment of tactics against organization's vision, mission and culture

Demonstration of positive attitude and spirit of passion in the role

Other metrics as directed by the Country Manager or Global Head of P&C

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

Collaboration: Brilliant jerks can be brilliant elsewhere.

Impact: Do, get it done, create impact.

Passion: Be positive, bring passion and energy.

Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

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