Senior Manager, Employee Care AMA & Europe

Please note: This is not a Remote role and will require the incumbent to be based in Taguig, Philippines or in Warsaw, Poland and follow a hybrid work schedule. This is a People Leader/ People Manager role.

The Senior Manager is responsible for resourcing and structuring the team for cyclical processes and ad hoc projects, acting as the highest-level escalation point for complex issues.

Responsibilities also include designing and implementing recruiting strategies, using forecasting tools for business continuity, and optimizing headcount and capacity.

What You'll Do for Us:

• Develops and implements a strategy for an efficient and effective Employee Care Operations across AMA and Europe regions.
• Develops and leverages service delivery metrics to align operations delivery with the business needs and achievement of global targets.
• Leads and supports a team of Employee Care Advisors and consultants covering the AMA and Europe regions, who are the first point of contact for employee HR-related queries. Develops and coaches team members through regular meetings to ensure objectives are in place and career goals are met.
• Maintains world-class customer service standards, driving operational improvements and standardization across services provided. Utilizes relevant measurement and feedback tools to ensure this quality and value of service delivered meets organizational standards.
• Collaborates with regional and global stakeholders to deliver HR services aligned with policies, programs, and business requirements. Partners closely with HR Strategic Business Partners, Centers of Excellence, and global HR teams to deliver all policies, programs, and tasks across the regions, driving standardization, improvements, and effectiveness of services provided.
• Coordinates with various internal teams to meet agreed SLAs and enhance HR operations, assist in identifying and managing areas of opportunity to ensure effective HR service delivery and customer satisfaction.
• Manages case queues in MS Dynamics, analyze cases and trends to identify further improvement areas, and ensure compliance with SLAs. Acts as the second-level escalation point for Employee Care matters, overseeing case management, addressing customer feedback, and escalations.
• Identifies process and quality improvement opportunities, digitization and system enhancements for an efficient Employee Care Operations and support the successful design, development, and implementation of HR plans, programs, processes, and tools, in collaboration with other HR teams and IT.
• Promotes team engagement, build a strong culture of recognition and motivation, and ensure team members' enthusiasm and dedication by recognizing their efforts.
• Ensures the team is adequately resourced and structured for cyclic processes and Ad hoc projects, to guarantee the sustainability of service quality and proper functioning of the team.
• Leads the implementation and adoption of any new system, technology, and process, to simplify complexity for the team in line with HR Employee Care global priorities.
• Assesses business needs to add value and positively impact the organization proactively.

Qualifications & Requirements:

• Bachelor's degree in human resources, Business Administration, or a related field. An advanced degree is preferred.
• 7+ years of experience in HR management or a customer service leadership role.
• Proven experience in managing large teams and supporting a substantial employee population.
• Experience with HR processes, systems (e.g., Workday, SAP)., and technologies.
• Background in process improvement and project management.
• Familiar and has hands-on experience using process improvement tools and methodologies (e.g., Lean, Six Sigma).
• Strong knowledge of customer service standards and practices.
• Advanced data analysis and forecasting capabilities.
• Excellent verbal and written communication skills.
• Leadership and organizational skills with the ability to motivate and develop teams.
• Familiarity with recruitment strategies and headcount optimization techniques.
• Willing to work on shifting schedule.

What can help you to be successful in the role?

Growth Behavior:

• Growth Mindset: Demonstrates Curiosity. Welcomes failure as a learning opportunity.
• Smart Risk: Makes bold decisions/recommendations.
• Externally Focused: Understands the upstream and downstream implications of his/her work.
• Performance Driven & Accountable: Has high performance standards. Outperforms her/his peers.
• Fast/Agile: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
• Empowered: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

• Act Like an Owner: Deliver results, creating value for our brands, our System, our customers and key stakeholders.
• Collaborate with the System, Customers and Key Stakeholders
• Develops Self and Others: Develop self and support others' development to achieve their full potential.
• Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business.

• Career growth and development: Leveraging our boundaryless network, we provide access to educational platforms and provide coaching, mentoring and feedback, as a part of our Leadership & Development process.
• Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs. We want to make our culture inevitable.
• International Experience: Become part of international projects and work along multicultural teams, through our global network.