Manager, Talent Operations AMA & Europe

Please note: This is not a Remote role and will require the incumbent to be based in Taguig, Philippines and follow a hybrid work schedule. This is a People Manager/ People Leader role.

The Manager of Recruitment Operations is a key player in driving exceptional Customer Satisfaction levels by implementing and running World Class Customer Service Standards. This role leads a team, and it is responsible for providing day to day support to Recruitment Operations Advisors and it also needs to identify, assess and manage areas of opportunity within the team, run and analyses metrics and measure team's productivity.

This role also supports standardization, improvements and effectiveness of services provided and processes utilizing relevant information and feedback, providing services to over Coca-Cola employees in APAC; ensuring work is conducted in alignment with regional & global policy and processes, in accordance with agreed SLAs as well as ensuring legal and statutory compliance. This role partners closely with local and global teams for the delivery of all policies, programs, and tasks across Asia Pacific.

• Support the team in delivering current scope, managing priorities, and ensuring effective handling of activities.
• Coach team members to address knowledge gaps and improve customer service, ensuring delivery meets quality standards and customer satisfaction goals.
• Implement new systems and technologies to enhance Talent Acquisition in alignment with company priorities.
• Engage with stakeholders across regions, building strong relationships within Operating Units.
• Conduct quality evaluations on offer letters.
• Ensure all services comply with legal, statutory, and local business requirements within agreed SLAs.
• Manage knowledge management procedures to ensure service quality across processes and regions.
• Identify and simplify team procedures to provide timely and effective client resolutions.
• Provide proactive solutions during seasonal workload increases.
• Set routines to communicate identified improvement areas and action plans.
• Coordinate initial, ongoing, and refresher training for Recruitment Coordinators.
• Build strong communication channels with stakeholders within teams and regions, acting as the primary point of contact.
• Establish trust and influence within the team, managers, HRBPs, and stakeholders to proactively develop transparent communication and find solutions.
• Monitor and analyze team performance, addressing issues immediately through process excellence routines
• Follow an effective framework to continuously improve customer experience.
• Identify potential risks, develop contingency plans, and lead team optimizations.
• the implementation of processes and tools, using feedback mechanisms to make necessary modifications.

• Ensure all recruitment activities comply with legal and statutory requirements and local business needs within agreed SLAs.
• Analyze and control Talent Acquisition metrics to collaborate with Recruitment Managers and implement process enhancements.
• Identify opportunities to enhance the efficiency and effectiveness of the Talent Acquisition process.
• Create standardized communication tools (e.g., email templates) and procedures for case management.
• Drive data integrity in systems like Workday and Salesforce through audits and corrections.
• Deliver online and in-class training, as well as orientation programs.
• Ensure work is conducted in accordance with the Personnel Integrity Assurance Program and Talent Acquisition policies within agreed operating and service level agreements.

• Monitor and resolve complex escalations, ensuring correct resolution and service.
• Manage case queues, redirect cases, and ensure SLAs are met while cases are assigned appropriately.
• Perform case analysis and follow up on action plan execution.
• Interact with Tier 2 teams, vendors, and other departments (e.g., IT, IDM, payroll) to resolve cases and manage customer escalations.
• Continuously improve service provision efficiency and effectiveness through process standardization and development.
• Ensure appropriate communication throughout the investigation and resolution process.
• Negotiate process improvements within the HR organization.

• Lead global projects and initiatives based on specific findings.
• Participate as an SME in ad-hoc projects or working groups (e.g., Onboarding, Workday Optimization).
• Plan, review, and oversee projects managed within the team.
• Lead projects related to changes in processes, systems improvements, and optimization (e.g., automation, metrics, process improvement, dashboards).

• At least 5 years of relevant experience in a multinational/multi-country environment preferable under a shared service environment
• Training delivery/facilitation experience
• Experience interpreting data analytics to derive business insight and drive Customer value
• +2 years of experience on Recruitment Operations processes

• Growth Mindset: Demonstrates Curiosity. Welcomes failure as a learning opportunity.
• Smart Risk: Makes bold decisions/recommendations.
• Externally Focused: Understands the upstream and downstream implications of his/her work.
• Performance Driven & Accountable: Has high performance standards. Outperforms her/his peers.
• Fast/Agile: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
• Empowered: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

• Act Like an Owner: Deliver results, creating value for our brands, our System, our customers and key stakeholders.
• Collaborate with the System, Customers and Key Stakeholders
• Develops Self and Others: Develop self and support others' development to achieve their full potential.
• Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business.

• Career growth and development: Leveraging our boundaryless network, we provide access to educational platforms and provide coaching, mentoring and feedback, as a part of our Leadership & Development process.
• Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs. We want to make our culture inevitable.
• International Experience: Become part of international projects and work along multicultural teams, through our global network.