Job Description

Customer Success Manager-35820

Profession HR Generalist

Work Location Asia Pacific-Singapore-Singapore

Schedule Full-time

Description

The People Customer Success Manager (PCSM) is responsible for the smooth delivery of People services in a given GEO. The role acts as a primary interface between the GEO People country teams and remaining HR teams to ensure consistency of high-quality People services delivery to the local client groups. The key success criteria of the role would be measured through NPS metrics with a focus on ensuring flawless compliant service execution and where necessary complete problem resolution. The PCSM works in partnership across People team and other key stakeholders in GEO (esp. Finance Teams) to ensure that People Services are delivered accurately and in a timely manner, and in all instances, compliant to local legal regulations. The PCSM may additionally be called upon to support the delivery of some People programs at a local level, at the discretion of the People GEO Director. The role holder’s area of responsibility, across all HR disciplines, includes;
1. Service delivery, Quality and Compliance
2. Problem Management (including Escalations)
3. Service Improvement (Continuous Improvement)
What you will do
1. Service Delivery Quality and Compliance
Principal Responsibility of the PCSM is flawless execution of People service delivery at a GEO level in accordance with local legislative and SITA Corporate compliance requirements.

Notably, this will cover these service areas:

• Payroll – in partnership with the Global Payroll Manager,
• if required, to support payroll queries in countries which are complex including social security, pension, taxes etc.
• Support ad hoc and regular payroll audits
• Payroll and Benefit escalation (Problem Management)
• Investigate trends and research areas that may come up with the business that need to be resolved
• Employee services management – in partnership with Employee Lifecyle team

- Ensure success in services delivery on local employee lifecycle events; notably - new hire, international transfers, probation period changes, absences (e.g. maternity), return from leave, terminations/departures

• GEO requirements
• Regularly validate relevant country legislation changes and updates affecting People Operations and support the teams with the implementation
• Respond to non-regular activities particularly Singapore employment administration – training subsidy, annual taxation, local labour reporting, entry approvals
• Engage in various HR Projects
• Engage in various internal and external (to HR or SITA) Audit activities

2. Problem Management (including Escalations)
Where problems arise, the PCSM will act as Single Point Of Contact for all escalations to triage, take action and manage the problem until fully resolved. The PCSM is responsible for problem resolution and consequently will have the necessary authority to manage these problems. Once resolved and working with other People teams, the PCSM is expected to be able to analyze and trouble-shoot the issue and build solutions to ensure that re-occurrence is minimized.

Problem management will include the “People Red Alert Process”. This process is the People team’s highest level of escalation and is invoked for major employee (client)/vendor dissatisfaction issues when normal escalations have failed to deliver and may also include a process covering any kind of major customer dissatisfaction. Typically, a Red Alert would be invoked where there is financial impact (to the employee, vendor, or legal obligation).

The PCSM is responsible for Problem Management of GEO recurring incidents:

• Issues identified by analysis from day-to-day operations
• Issues and risks identified from Red Alerts
• Ownership of Red Alerts impacting local operations. Monitor and follow-up on Red Alerts using the Problem Management, Root Cause Analysis and Solution Designing approach. Track all alerts, analyze and coordinate activities, and lead the communication within People Operations and towards customers
• Coordinate, communicate (with all impacted stakeholders) and follow up on discrepancies affecting third parties of People Services

3. Service Improvement (Continuous Improvement) in GEO
Through the nature of the work; the PCSM is expected to take the approach to seek to improve on service delivery through the process of Continuous Improvement.

The PCSM will partner with other People CSMs, People Process Owners, People Governance Teams and other key stakeholders, to;

• Identify, propose and in some cases, lead continuous improvement projects which impact primarily globally and secondary local process identified during problem resolution
• Identify opportunities to enhance control measures to reduce the likelihood of problems occurring
• In partnership with other teams, monitor ticket quality and ticket escalation, follow up on improvement areas in the ticketing communication process.

The PCSM would be expected to:

• Build strong relationships with Finance, Legal and People stakeholders to increase the collaboration between teams. Coordinate and attend regular stakeholder interactions
• Support and consult the People Operations teams to improve performance and quality in the processes (continuous improvement and quality management)
• Monitor ticket quality and escalation tickets, follow up on improvement areas in the ticketing communication process.

Qualifications

Who you are

• Several years of experience in People Operations with understanding of shared service environment
• Several years relevant experience in managing of cross-department activities (project management, continuous improvement, quality)
• Experience in leading results of innovation and quality related tasks, transferring the strategy into daily operations
• Working knowledge of People Operations in key countries across APAC namely Singapore, India, Australia, China
• Knowledge of payroll and benefits administration processes
• Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
• Flexibility and resilience to support a global and fast paced environment
• Excellent written and verbal skills with great attention to detail
• Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures
• Team player able to jump in and support operations as needed
• Collaborative
• Courage to Challenge
• Curious
• Decisive Thinker
• Driven to Deliver
• Personally Credible
• Role Model
• Skilled Influencer
• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork
• Formal Qualification in a business-related field such as HR finance or service account managing role or Business or equivalent combination of education & experience

What we offer
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning. Welcome to SITA
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities? In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero
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Job Posting Aug 10, 2022, 6:12:56 AM