My new role specifically oversees and supports APAC Rewards to Pay (Payroll) and APAC-NA Recruitment & Onboarding.

• Functions and performs the role as Subject Matter Expert for the delivery team assigned to.• Supports the HR Services Lead in monitoring the service or delivery quality of the team such as KPIs, service levels and other identified metrics as appropriate. • Performs operational and transactional work as that of an HR Advisor role but with a degree of complexity. • Ensure that customer expectations are addressed professionally, effectively and efficiently.• Utilizes system tools as appropriate for the role such as but not limited to the following – SAP P40, Neocase, SuccessFactors, Sharepoint, etc. • Monitors and ensures that all work instructions, procedures and process diagrams are updated or revised in alignment with the HR Service Lead and the team. • Ensures support for any technical or business validation testing, special project or process improvement. • Supports the HR Services Lead in conducting initial audit and quality review of the team’s transactional volumes on a regular timeframe. • Coordinates any potential concern, clarification or process alignment with defined local counterparts in the country support as part of the MBS tiered model. • Escalates potential issues or gaps to the HR Services Lead or the Head of MBS HR Manila. • Represents the HR Services team in any stakeholder engagement as needed. • May act as Officer-in-Charge of the assigned team as may be delegated by the HR Services Lead. • May be assigned to drive or participate in initiatives or projects as determined by the MBS HR Manila Leadership team. • Seek opportunities for continuous improvement and work on constructive feedback• Demonstrate flexibility and adaptability to work schedule requirements and operation hours in-order to fulfil real time business requirements• Understanding and compliance of confidentiality requirements to perform HR activities due to the sensitive nature of the work such as personnel data and sensitive information.

• Deliver efficient, accurate, timely administration services as per agreed KPIs and SLAs• Track and measure service delivery as agreed with the Shared Services – HR Operations Head againstKPIs and SLAs• Seek opportunities for continual improvement and provide constructive feedback• Work with the Shared Services – HR Operations Head to meet agreed training and performancedevelopment goals• Actively work to achieve set goals and objectives• Identify any knowledge gaps and escalate concerns to the Shared Services – HR Operations Head• Assess if customer requirements are being met effectively• Demonstrate flexibility and adaptability to varying shift requirements and operation hours in order tofulfill real-time business requirements• Understanding and compliance of confidentiality requirements to perform HR activities due to thesensitive nature of the work

✔️Works as the first escalation level for Associates in a Comprehensive Services delivery model✔️Responds to information or enquiry requests requiring significant level of expertise✔️Responds to complex HR and Labour legislation questions✔️Analyses and solves client's questions, problems and/or requests efficiently and effectively✔️Produces and supplies regular and on-demand payroll reports and statistical information according to the agreed services✔️Interacts with Process Manager to clarify and resolve inquiries if required✔️Provides support on Applications and System Changes of Base system maintenance (Corrective, Adaptive and Preventive) and Enhancements (Direct Service Changes and Change Requests)✔️Approves transports requests to the production system only for corrective maintenance✔️Personnel Administration Data Processing & Controls ✔️Time Data Processing Controls✔️Reconciliations and legislative reporting ✔️Quick data entry and processing ✔️Team building and process improvement _______________________________________- analyzes and provides resolutions on queries or escalations on processes- communicates updates and new processes to the team- collaborates with the Team Lead and Account manager on process improvement, RCA and information dissemination to the client- OIC when the Team Lead is unavailable- advance knowledge in SAP HR tower/module- generates daily reports such as New Hire Interface, open and closed tickets, end of day reports- provides coaching sessions to team members regarding SAP transactions, process updates and call monitoring- acts as a gatekeeper in tickets or request assignment/distribution- performs research on tickets or requests prior to the client's SLA review ( sat&unsat surveys, reopened tickets, error tickets and OOSLA tickets)

✔️ Works as the first point of contact in the service centre for employees, managers or client HR representatives✔️ Answers questions and solves inquiries✔️ Handles and tracks incoming calls, emails, faxes✔️ Handles and create tickets in CRM tool✔️ Categorizes and prioritizes queries, requests and issues

✔️ Acts as a relay operator to deaf, hard of hearing and/or speech-impaired individuals✔️ Provides an equal opportunity for the mentioned disabled individuals to communicate with others via phone and chat✔️ Escalates fraudulent activities with the usage of this application to appropriate authorities