Director, Head of Workplace Experience, GBS Manila

Role Overview

As the right hand of Site Head, the role of Workplace Experience Head is responsible for the strategic and operational leadership of the site’s G&A functions. This role ensures that all functional operations are efficient, cost-effective, and aligned with the business’s short/long-term goals. The role is to collaborate with all the related G&A functions including HR, Admin, Facilities, Infrastructure, EHS etc. and together with the site leadership to streamline processes, improve performance, and drive organizational success.

Main Responsibilities:

Culture

• Fostering and promoting FME aspirational culture and values roll out in the site. Acting as the ambassador for the initiatives and engaging people around it.

• Building strategies that foster high performing, customer-centric culture and best place to work, monitoring and evaluating organizational performance metrics.

• Journey Management and Change Management  (i.e. partnering and driving with GBS the transformation goals of FME) 

Efficiency and Effectiveness

• Driving the site engagement agenda in alignment with site leadership team.

• Growing a true GBS community and fostering internal networking.

• Driving optimal organization design and capability, improving the ongoing GBS site processes, and organizing procedures to ensure optimal efficiency and productivity.

• Driving continuous Operational Maturity and Efficiency, championing mature (up to automated controls) and risks mitigation for better employee experience and optimal business results 

Communications

• Building good relationships with employees and acting as a liaison between the employees and GBS Site Leader. Easing internal communications, and uniting people across GBS to keep them moving forward.

• Championing Conflict Resolution and Relationship Management

• Leading critical enterprise collaborative efforts

• Natural Owner/s of Integrative Changes

• Credible co-owners / designers of transformation efforts, all programs leading to great outcomes.

Leadership Ambassadors

• Driving knowledge-sharing, education and innovation based on local business services sector best in class practices and solutions.

• Driving strong command for data analytics for better decision-making, acting as business advisor, life coach and integrators of change and especially during uncertainties

• Assisting in engaging with technology companies, service providers, advisors, regulators, and other partners in the business services sector

• Providing decision-making support through analysis and recommendations.

Secondary Responsibilities:

Facilities and Office Management:

Oversee the management of office facilities and resources.

Ensure smooth day-to-day administrative operations.

Vendor and Contract Management:

Manage relationships with external vendors and service providers.

Negotiate contracts and ensure value for money.

Budgeting and Cost Management:

Oversee the budgeting and financial planning for all backoffice functions.

Optimize resources to reduce operational costs.

Health, Safety, and Compliance:

Ensure workplace safety and compliance with health and safety regulations.

Implement emergency response and disaster recovery plans.

Partner with Human Resources to provide consultancy input and measure the deliveries from GBS perspective:

Partner with the GBS Global HRBP to develop and implement the local strategic HR Planning:

Develop and implement local HR strategies aligned with business goals.

Forecast and plan workforce needs to support current and future organizational goals.

Partner with the Global HR CoE - Talent Acquisition Team:

Design and implement recruitment strategies to attract top talent.

Employee Engagement and Culture:

Foster a positive and inclusive work culture.

Design and implement employee engagement initiatives

Implement the GBS recognition programs;

Foster the GBS Engagement focus areas into the team priorities during the ramping up phase;

Partner with the HR CoE – Talent Learning and Organization Development team:

Develop and implement training programs to enhance skills and competencies.

Promote leadership development initiatives.

Develop the local retention programs, including implement the GBS career development and succession planning.

Partner with the country HR Ops team to manage the Employee lifecycle activities;

Partner with the Employee Relations to manage the HR Compliance and Policies:

Ensure compliance with labor laws, company policies, and industry standards.

Regularly review and update HR policies and procedures.

Qualifications, experience, know-how and skills critical for success:

1) Required training and education:

• Strategic thinking and problem-solving.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• In-depth knowledge of Human Resource principles, practices, and employment laws.

• Organizational and time management skills.

• Decision-making under pressure.

2) Required professional experience (in years):

• Bachelor’s degree in human resources, Business Administration, or related field (Master’s preferred).

• At least 15 years of experience in HR or administration or Operations, with 5+ years in a leadership role.

• Proven track record in developing and implementing organizational and administrative strategies.

3) Required personal competencies:

4) Other specialized knowledge, expertise and skills:

a) Functional knowledge

• Knowledge of the GBS Industry

• Very good knowledge of Microsoft Office

• Strong managerial and leadership skills

b) IT skills

• Understand and use modern communication software and systems 

• Ability to work in Microsoft Office

• Up-to-date knowledge of IT and digitalization  

c)  Languages

• Fluency in the English language in the business environment