Client Services Supervisor - Cebu

The Client Services Supervisor assists the Operations Manager with the overall day-to-day operational and administrative tasks within the organisation. The position is responsible for handling client issues and concerns regarding operations and staff performance; proactively supporting the delivery of HR Processes at the clients’ side. The Client Services Supervisor coordinates with other Support Teams to ensure business continuity and performance compliance.

• Provide day-to-day operational, and project support to clients andemployees
• Manage clients' compliance to company systems and policies
• Build a strong business relationship with clients to discuss issues, concerns andupdates
• Manage work schedules
• Carry out daily operational duties and responsible for motivating employees; leads by example
• Monitor team performance, attendance, productivity, etc. and ensures that SLAs are regularly met
• Motivate and encourage employees through positive communication and create effective channels for employee feedback
• Establish a positive, supportive and collaborative environment
• Drive company initiatives that contribute to long-term operationalexcellence
• Assist in the development of strategic plans for operationalactivity
• Formulate and implement departmental & organizational policies and operational plans & procedures to maximize output
• Manage complex and difficult HR Projects cross-functionally

• Act as the main link between Client Operations, Management team, and theemployees
• Perform wide range of Human Resource activities
• Review and evaluate staff individual strengths and areas for improvement; produce performance reviews as established by Operations Manager
• Monitor and report individual and team performance through regular scorecard reviews
• Deal with personnel work-related issues and concerns in a professional and confident manner using the company Code of Conduct and Labor Laws as a guide
• Provide effective coaching and perform the appropriate corrective/disciplinary action as needed
• Develop engagement activities to increase employee loyalty, focus, and retention
• Establish monthly town hall meetings with other departments to review operations activities within the organisation
• Implement improvements to increase the effectiveness and efficiency of Support Services (HR, IT, Finance) as well as coordination and communication betweenfunctions
• Reconciling monthly activity, and generating year-end reports
• Assists in administering payroll and employee benefits and organizationalinsurance
• Serve as primary liaison to legal counsel in addressing legal issues e.g. intellectual property, copyright, governing instruments, partnerships etc.
• Monitor various departments in the organization together with Human Resources Department
• Oversee organizational insurance policies and ensure the health and safety of all employees

• Graduate of any Bachelor's Degree preferably in Human Resources or any related course
• With at least 3-5 years relevant and hands-on experience in Human Resources
• Background in Philippine Labor Laws / HR governing policies is required
• Previous work experience in a BPO/Offshoring company
• Experience handling start up campaigns or Australian accounts is anadvantage
• Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Can deal effectively, comfortably, and confidently with clients at all levels of responsibility, authority, and rank
• Ability to deal with people across all levels of the organization
• Ability to make sound decisions, is goal-oriented, energetic, and a forward thinker who has set high standards
• Extensive knowledge in operations-related functions
• With proven planning and leadership skills
• Must be detail-oriented, has good judgment and should be able to thinkstrategically
• Possesses strong analyticalskills
• Good time management and organisationalskills
• Trustworthy, reliable, and has the ability to work independently and manage multiple projects at a time
• Strong commitment to service and a flexible can-do attitude to respond to client and business needs
• Exhibits a high degree of professionalism
• Ability to multitask and remain calm under pressure and stress
• Takes initiative and deliver solutions
• Must be willing to work in 1 Nito Tower, Archbishop Reyes Avenue , Cebu City
• Must be amenable to be assigned in morning shift or night shift schedules but must be open to a shifting schedule and weekends, if needed

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.