Customer Success Manager

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 ticketin