HR Administration Service Delivery Manager

What we do

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The HR Administration Services of PACSS cater to the requests and processes availed by employees along their journey in the organization, triggered by professional or personal factors/events.

The HR Administration Service Delivery Manager is accountable of the overall delivery of HR Administration Services comprised of iDevelop, Payroll, Rewards, and Personal & Professional Information teams. They manage the service delivery, promote customer satisfaction, implement process improvements, and ensure adherence to Service Level Agreements (SLA). Additionally, they collaborate with various stakeholders to refine processes and manage budgets, to ensure overall efficiency and quality output.

Relationships

• Internally, collaborates with cross-functional teams, Business Process Owners (BPO), heads of units, heads of division at headquarters, Talent Managers, HR Managers, and Internal Auditors to optimize operational processes and enhance service quality
• Externally, interacts with global network of service providers

Accountabilities & Functional responsibilities

• Oversees the teams and employees under HR Administration Services
• Accountable for the delivery of services provided by the iDevelop, Payroll, Rewards, and PPI teams in line with the SLA
• Ensures all HR Administration Services are prepared for operation, documented, and published within the service catalogue
• Coordinates the establishment and the management of SLAs for the HR Administration Services with the Business Process Owners (BPO)
• Performs the annual review of SLA performance with other service delivery managers
• Ensures that updates on ICRC policies, standards, and procedures are communicated to and applied by the teams
• Reports regularly on the performance of their teams and the quality of services with key performance indicators (KPIs) and other monitoring tools
• Together with the Business Transformation team, manages the service catalogue and ensures it meets customer and end-user needs 
• Together with the Head of Service Line and other service delivery managers, identifies areas where additional support/attention is required and helps secure an optimal integration of the services
• Manages the unit’s cost centre budget (when applicable)

People Management Responsibilities 

• Understands and supervises the Performance Management & Development (PMD) activities for employees under their supervision
• Engages in ongoing and continuous feedback and support, particularly for employees under their supervision, but also other staff members
• Organizes regular meetings within their team to ensure optimal coordination of the work and proper flow of information
• Ensures that job descriptions for employees under their supervision are up to date; seeks feedback and support from the HR Department if needed
• Plans and coordinates the annual leave of the employees under their supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year
• Coordinates and supports the employees under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities

Additional Duties 

• Follows up on all work-related messages and correspondence with the relevant contacts and departments
• Takes responsibility for their own professional learning and development
• Participate in projects, as necessary
• If necessary and upon request, provide ad hoc administrative tasks for the unit or department
• Being proactive with continuous improvement propositions for the team’s management processes and / or more generally the PAC Administration

Authority and Powers of Attorney

• Can sign administrative documents issued by the HR Administration Services teams

Selection Requirements

• Master’s degree or equivalent
• Proficient computer skills, including in-depth knowledge of Microsoft Office suite (Outlook, Word, Excel, PowerPoint) and SharePoint
• Excellent command of spoken and written English. Fluency in a second language is an asset
• Certification in Lean Six Sigma a strong asset
• Certification in project management a strong asset
• Typically, ten to twelve years professional experience, including six years providing services in an international organization or company, ideally in a shared service environment
• At least three years’ previous project management experience
• Minimum three years’ team management and coordination experience
• Experience in change management
• Experience in managing critical client issues and setting and negotiating expectations
• Experience in establishing goals, key performance indicators, and service level agreements
• Business analysis experience an asset

What we offer

• Diverse and humanitarian-minded workforce
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide
• Training opportunities
• Flexible work schedule

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this

Additional information

If this sounds like a good fit for you, kindly apply through the Apply now button below and attach a copy of your updated and comprehensive resume along with your motivation letter.
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Deadline of Application: 1 December 2024
Target Start Date: Immediately
Office Address: 32/F BDO Life Megaplaza, 358 Sen. Gil Puyat Ave., Makati City, Philippines
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Only shortlisted candidates will be notified.
This vacancy is open for Philippine residents only.