People & Culture Service Delivery Team Leader

Summary

Join VGW's People & Culture team in Manila as a Service Delivery Team Leader! Lead a high-performing team, delivering exceptional service to employees and stakeholders. Optimize service delivery processes, manage People Operations Specialists, and collaborate with cross-functional teams. Ensure timely resolution of tickets and requests, and maintain service level agreements. This role requires strong HR operations knowledge, experience with ticketing systems, and proven leadership skills. VGW offers a flexible remote work environment and a supportive culture.

Requirements

• Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related field
• At least 4–5 years of progressive experience in HR or People Operations, including 1–2 years in a supervisory or lead role
• Strong knowledge of HR operations, HRIS tools, and service delivery frameworks
• Experience working with ticketing systems and managing SLA-based service environments
• Solid understanding of employee lifecycle processes and data handling best practices
• Proven experience working in fast-paced, agile, or scaling organizations
• Building trust. Demonstrates honesty; keeps commitments; behaves in a consistent manner
• Confidentiality. Handles confidential information without breaking trust or confidence
• Applied learning. Readily absorbs and comprehends new information from formal and informal learning experiences
• Communication skills. Proactively communicates; informs others of what they need to know
• Utilises oral and written communication to enhance relationships across the organisation
• Capably articulates thoughts and ideas in speaking and listens carefully to others
• Problem analysis and problem solving. Uses sound or logical judgement to spot and analyse problems, develop alternative solutions and initiate corrective action
• Interpersonal skills. Demonstrates clear, professional, and respectful communications in all interactions, consistent with an inclusive work environment. Treats others with dignity and respect

Responsibilities

• Manage the day to day service desk operations ensuring that team members are meeting service level agreements and efficiency and quality standards
• Serve as an expert on people operations service desk delivery, processes and procedures
• Be an escalation point for service desk delivery tickets covering onboarding, offboarding, global mobility, letter requests and other ad hoc tasks
• Monitor the efficiency of the service desk by ensuring tickets are assigned and resolved within agreed SLAs depending on priority & complexity
• Perform regular quality assurance audits of resolved tickets and provide support & training where quality can be improved
• Perform root cause analysis for issues related to people operations service desk delivery
• Use data analysis techniques and tools to create data visualisations of process activity, trends, variations and user sentiments
• Produce weekly reports for key stakeholders on operational service delivery
• Stay updated on industry trends, emerging practices, and relevant regulations related to people management
• Perform other deliverables and outcomes as directed by the COMPANY from time to time

Benefits

• We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion
• Any changes to our remote work arrangement will be communicated with ample notice
• Competitive compensation, perks and benefits