Taguig City, Philippines


People & Culture



Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. The scale of our transformation means we’re effectively building a vast new business, at pace. In P&C (People & Culture - our HR function), we have a huge part to play, defining and shaping our new customer focused culture, organising functions to work more effectively together and attracting the best talent with new types of skills to join us. It’s an exciting, ever-changing environment – ideal for HR subject experts who are driven, disruptive and dynamic. If you’re comfortable with ambiguity and excited by the challenge of shaping things from the ground up, you’ll be in your element here. There’s endless space to develop too, so you’ll be progressing your career as fast as you build our smoke-free future. Your ‘day to day’: 1. Monitor and coordinate registration of C&B cases and customer contact & follow up by HR Services team in line with the established SSC and affiliate documentation (Operation Manuals, KPIs and Service Agreements) ensuring end-to-end case resolution, workflow completion and required escalation in order to provide customers with timely and efficient solution. 2. Supervise a team of Product and Experience Delivery Specialists/Administrators managing the daily service operations while ensuring effective team operations, fair and consistent administration of adherence to policies and procedures, maintaining and improving service levels. Proactively spot areas of improvements in order to promote and implement Continuous Improvement initiatives. 3. Ensure that the tasks performed by the Product and Experience Delivery team follow the NH Asia business model. Support the local P&C Managers, together with the SSC, by participating in P&C related projects triggered by CoE. Implement and process effective reporting mechanisms and ensure the delivery of appropriate services and support capabilities and verify Service Delivery levels against SLAs. 4. Ensure proper coordination and administration of local benefits programs for the affiliate. Run communication sessions on benefit programs. Ensure accuracy of benefits data entries in salary surveys, as well as support local P&C Managers/CoE C&B with reporting and market surveys/analysis; design/upgrade of benefits plans." 5. Provide support for Merit Increase/Salary Adjustment (BRMA, Talent Adjustment) process. Address concerns or queries of People Managers escalated by Generalist/Specialist. Manage eligibility checks up to the release of communication letters. Manage other salary increase processes, including salary increase for Daily & Piece Rate employees, IC census, coordination of JE with SSC Asia, JD translation, etc. 6. Lead, guide and develop team members by communicating company and functional direction, agreeing and defining accountabilities and performance objectives, providing and seeking feedback on performance, and identifying and supporting personal and career development. Who we’re looking for You must be a forward thinker, who will anticipate, understand business demands, analyze and diagnose the request and propose and coordinate the solution delivery (internal or external). You must have at least 5 years progressive working experience in HR with minimum 2 years in handling C&B areas/services. What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to deliver a smoke-free future