Global Human Resources Director
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Company Overview

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.  

Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. 

Human Resources Director

Job Responsibilities:

  • The Director of Human Resources is responsible for the smooth and profitable operation of our human resources department. 
  • Director of HR directs and provides consultation to management on strategic staffing plans, like compensation, benefits, training and development, budget, and labor relations, etc. as well as supervising the interview, hiring, and training processes. 
  • The Director of HR also uses analytical data and observes the workplace to provide long-term solutions and the necessary resources for employees to succeed. 
  •  This attention to detail and proactive action creates a company culture of innovation and prosperity. 

Qualifications:

  • Keeps track of Human Resource related metrics such as, but not limited to, attrition, new hires, eNPS, and member performance, and contributions and leads projects that will directly improve the said metrics 
  • Reviews the performance of all managers and as stated in the Performance Management Procedures 
  • Responsible for the recruitment of employees 
  • Directs HR department; Provides direction on the execution of the company events; aligns goals of each project to the better welfare of the employees 
  • Identifies opportunities to improve company culture via employee engagement and provides doable yet high impact action items to cultivate a strong, vibrant employee climate suitable to encourage and reflect the company’s core values. 
  • Partners with the Training & Quality department on identifying learning opportunities for all employees, not limited to professional development such as personal/creative areas. 
  • May represent the Company in lawsuits, grievances, and complaints relating to the Labor Law/Code. 
  • Prepares, analyzes, conducts and presents periodic business reviews essential to performance tracking, whenever necessary 
  • Develops strategies for the resolution of human resource problems such as inappropriate employee behavior and special performance issues, etc. 
  • Evaluates regularly the efficiency of business procedures according to organizational objectives and applies improvements; implements, manages, and assesses operation processes and procedures under the standards and procedures set out by the organization. 
  • Collaborates with the Recruitment Department in improving talent acquisition projects. 
  • Reviews project under the Health & Safety committee in relation to the implementation of related policies and programs as prescribed by the Department of Labor and Employment - Occupational Safety and Health unit 
  • Identifies individual and team gaps and takes corrective actions as needed following business-standard practices. 
  • Records and maintains the team’s individual and overall performance for reporting purposes (e.g. PEF, etc.) 
  • Coordinates effectively, efficiently, and clearly with Admin Departments like Recruitment, Training, Office Services, IT, and others to ensure client onboarding and retention is seamless. 
  • Adheres and coordinates payroll-related processes and procedures as required and set by the company; Checks, validates and ensures completeness and timeliness of submissions for approval and approvals of payroll-related requests (e.g. PTO requests) 
  • Works with leadership to set team and individual KPIs and provide regular, actionable feedback 
  • Revise and/or formulate policies and promote their implementation 
  • Reviews financial information and adjusts operational budgets to promote profitability 
  • Audits department's processes and projects properly as planned and agreed with the management; reviews post-evaluation surveys, analyzes results and pushes for the team to create and implement action plans 
  • Keeps oneself updated with the latest and best practices by attending seminars and training related to the profession and have it applied in the existing process to continually improve it; creates processes related to the need of the company and in compliance with the standards set by the government and the organizations in which the company is part of.