Lead, HR Help Desk

Be #InGoodHands with Metrobank!

 

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.

 

With Metrobank, a meaningful life is within your reach!

 

Position Title: Lead, HR Help Desk

 

Job Responsibility:

• Lead and mentor the HR helpdesk team to achieve performance targets, fostering a collaborative environment that encourages professional growth and high levels of employee engagement.
• Ensure the HR Helpdesk consistently delivers high-quality support by monitoring service levels, analyzing performance metrics, and implementing necessary improvements to enhance employee experience.
• Establish quality assurance standards for responses and monitor compliance.
• Identify and implement process improvements to streamline HR helpdesk operations, resulting in increased efficiency and reduced response times for employee inquiries.
• Oversee the implementation and integration of HR technologies and tools that facilitate better communication, tracking and resolution of employee queries, ensuring they align with organizational needs. 
• Design and execute ongoing training programs for helpdesk staff, ensuring they are equipped with the necessary skills and knowledge to handle inquiries effectively and adapt to changing HR policies.
• Build and mentor a high-performing team through training, coaching, and professional development programs.
• Develop and maintain HR helpdesk policies and procedures to ensure compliance with legal and organizational standards, regularly reviewing and updating them as needed. 
• Maintain accurate documentation and reporting for audits and compliance checks.
• Collaborate with various departments to ensure alignment with organizational objectives, addressing cross-functional data issues, facilitating a unified approach to employee support. 
• Analyze helpdesk performance data to generate insights and reports, guiding strategic decisions and helping to identify trends that inform HR practices. 
• Oversee creation of communication emails, announcements, and proactive campaigns to educate employees on HR resources. 
• Launch initiatives that promote awareness and usage of HR Helpdesk services.
• Champion a customer-centric approach within the HR helpdesk, ensuring that all interactions prioritize employee needs and contribute to a positive workforce culture.
• Perform other related duties as assigned to support the overall success of the Division and Bank.

 

Qualifications:

• Strong verbal and written communication
• Advanced skills in Microsoft Excel, PowerPoint, and Word. Ability to create reports, dashboards, and presentation materials
• Minimum of 2 - 3 years of experience as a Team Leader or Supervisor in a BPO or shared services setup
• Familiarity with ticketing tools, case management systems, or related platforms
• Experience supporting HR or operations in the banking or financial services industry is an advantage (but not required)

 

Other Details:

Rank: Junior Officer

Unit: Enterprise Services Sector / Human Resources Management Group / HR Operations Division / Employee Services Department
Location: Metrobank Center BGC, Taguig City