Supervisor, NA Recruitment & Onboarding

Position Summary Supervisor, NA Recruitment & Onboarding will be responsible for leading and coordinating WFA transactional activities across the region. Supervisor, NA Recruitment & Onboarding will be responsible for managing the SLAs, proper follow up all open cases, strongly focused on standardization, efficiency and effectiveness of HR operation for certain WFA processes. Supervisor, NA Recruitment & Onboarding will be responsible for ensuring compliance with HR policies and legislation. Supervisor, NA Recruitment & Onboarding will be responsible for people management, especially focusing on the development, evaluation and motivation of team members. Supervisor, NA Recruitment & Onboarding will support HR leadership to drive various project across the whole GS HR, especially WFA teams. Supervisor, NA Recruitment & Onboarding will support automation and AI activities within WFA teams. This role will strive to ensure appropriate resolution of service requests within defined time periods, levels of accuracy and quality standards and customer satisfaction levels. Major Duties/ Responsibilities Management and daily operation Receive, assign, update, classify, process cases Identify if the case will need immediate action and/or require escalation Escalate to the appropriate team if needed Ensure integrity, completeness, timeliness, and accuracy of transactions & documentation Update the knowledge management system with new available documents or guidelines Proactively monitor the cases to be able to determine if any action is needed (time; quality) Responsibility for delivering upon agreed SLAs Process complex cases Lead the teams and daily operation to achieve agreed SLAs, quality and costs Train other HR teams and business if needed Ensuring policy and legal compliance Enforcing sensitivity and confidentiality with employee personal data Lead and oversee daily huddles and daily distribution of workload People management Lead the team of Customer experience professionals in the hub and in the countries Talent development Performance management; identification of potential performance issues Work distribution and controls Provide daily and monthly performance feedback and coaching; monitor the development and trainings needs of the team members Project management and Continuous improvement Participate on various project based upon an agreement with GS HR Leadership Drive improvements, user experience, effectiveness and efficiency Participate on Global HR WFA projects Drive automation and AI within WFA HR teams Drive continuous improvement projects in the area of responsibility Provide insights and intelligent with respect to trends and opportunities, and focus on enhancing overall metrics & customer satisfaction Continues work on standardization of Regional HR process End to end process overview Proactively gain feedback from the business, employees and managers Work on customer experience improvements; closely cooperate with other HR teams, especially other WFA teams and Contact Center team Provide feedback to the other HR teams about challenges and opportunities Qualifications 5-7 years of related experience Ability to perform administrative activities. Demonstrates customer orientation and customer service skills Ability to accurately collect information in order to understand and assess the clients’ needs and situation Strong organization skills, attention to detail and follow through to resolve any outstanding issues Project and change management skills Sense of initiative and ability to prioritize workload and provide timely follow-up and resolution. Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance in a concise and professional manner Discretion, professionalism, confidentiality and judgment Technology Savvy Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications ( e.g., MS Office, email, fax, Internet Explorer) Ability to work effectively in a fast-paced, self-directed team-based environment Enthusiastic team player with a strong drive to create a positive work environment Continuous learning mindset - always curious, learn from mistakes, be open minded and willing to learn with others and willing to share knowledge Great work ethics – be reliable, meet deadlines, deliver the results, be open to receive feedback Primary Location Philippines-National Capital-Manila- Organization Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ Job Function Human Resources Requisition ID 2206038255W