About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Overview

As a Talent Acquisition Shared Services Team Lead at our organization, your responsibilities include leading and managing the daily operational execution and deliverables of the human resources shared function with a focus on the employment life cycle, from attraction, hiring, development, retention, data/HRIS management, and offboarding processes. You are responsible for team engagement and performing efficient and quality deliverables. You'll collaborate with respective stakeholders to enhance the employee experience, maintain confidentiality, and contribute to overall team goals. Additionally, you'll handle your own tasks and ad-hoc tasks related to talent/onboarding/data management administration processes to support operational efficiency and effectiveness.

Job Description

Service Delivery

Responsible for talent/onboarding/employee lifecycle data management process and implementation.
Responsible for the daily operational function such as, but not limited to, case management, distribution, and assessment of related processes/requests.
Responsible for ensuring quality and efficiency of own work deliverables related to the function on a daily basis.
Act as a Talent Acquisition Shared Services Associate as volume and demand requires.
Work in support of Sr Manager, Talent Operations on process changes/improvements, policy changes/improvements, and ad hoc requests.
Act as the subject matter expert/escalation for the team and clarify their process-related queries.
Support building the training plan, live training, in-training, and follow-up training of new and existing procedures.
Support in hiring and building the team's competency and capability.
Contribute to developing, updating, and distributing the standard operating procedures and tools specific to the discipline.
Manage the delivery of high-quality services and ensure the team is working together to meet service delivery and service quality expectations.
Manage team's utilization, work planning, task distribution, and accomplishments.
Participate in preparing and evaluating HR-related reports on workload management, service level agreement (SLA) achievement, including quality and process efficiency.
Responsible for submission and coordination of status report(s), as necessary.
Contribute to process/continuous improvements initiatives.
Perform other related tasks that may be required from time to time.

Leadership/People/Relationship Management

Lead and promote a culture of teamwork, innovation, and excellence in customer service.
Motivate, support, coach, and guide team members in daily operations and performance.
Discuss performance objectives for all team members in accordance with the company OKR.
Monitor and review progress and accuracy of work, directing efforts towards achieving agreed performance metrics and providing technical guidance on complex issues.
Identify and manage opportunities for development across the team and implement development plans to grow people competency and capability.
Conduct periodic appraisals and required follow-up in accordance with the work delivery and output, following the policies of the company.
Build, develop, and maintain effective working relationships with counterparts/stakeholders and HR partners to ensure a thorough understanding of the business and its support requirements.

Qualifications:

Bachelor's Degree in Human Resource Management, Psychology, or any related course.
At least 3 years of experience leading a team in a shared services industry serving global business/shared services.
In-depth knowledge and experience in Talent/Onboarding, Employment Life Cycle Data Management.
Expert in HR processes, systems, and tools within the various stages of the employee lifecycle.
Proven skills in managing, understanding, execution of ATS/Hiring/ERP systems and tools, database functionality, and reporting.
Knowledge and understanding of performance and quality metrics, goals, and service level implementation and assessment.
Experience working in a multicultural environment; experience in shared services environment is an advantage.
Demonstrated ability to manage stakeholder relationships across diverse geographies/location and business areas.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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HelloConnect Inc.

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Talent Acquisition Shared Services Team Lead