Lead Consultant – Member Relations Business Partner Lead

Job description

Position Description:

Job Summary
The Lead Consultant – Member Relations Business Partner (MRBP) Lead is responsible for managing the entire lifecycle of designated members. This role involves serving as the primary point of contact for member inquiries, delivering timely and effective responses, and fostering strong relationships by addressing members' needs and concerns. The position integrates relationship management, talent acquisition, and diversity and inclusion initiatives to support the organization's objective of cultivating a linguistically diverse workforce.
These Terms of Reference apply for the role of Lead Consultant – Member Relations Business Partner (MRBP) Lead.

Job Responsibilities
Your main responsibilities as Lead Consultant – Member Relations Business Partner (MRBP) Lead are, but not limited to, the following:

Team Management and Coordination:

• Lead, coach, and mentor Member Relations Business Partner (MRBP) Coordinators to ensure high performance, productivity, and morale.
• Assign tasks, monitor workload distribution, and manage scheduling to ensure adequate coverage and timely response to requests or concerns.
• Conduct performance evaluations, provide constructive feedback, and identify opportunities for training and development.
• Set clear expectations, goals, and objectives for team members and provide ongoing support and guidance to ensure alignment with organizational objectives.
• Foster a collaborative environment within the team, encouraging knowledge sharing and teamwork.
• Facilitate meetings to track progress, address challenges, and update stakeholders.

Administrative Tasks:

• Assist in different HR processes.
• Monitor performance of members.
• Data consolidation
• Set-up processes where needed and proactively detect potential issues.
• Annual satisfaction meetings with the multilingual members.
• Be the main point of contact for HR related queries for the multilingual group.
• Support contract renewal processes where needed.
• Coordinate work permits and work visas of multilingual members, ensuring that the process is done in a timely manner.
• Spearhead the activities for the multilingual group, such as outreach programs.
• Support any leaving multilingual members according to process.
• Onboard new multilingual members, provide necessary information for working in the Philippines, and support them throughout the transition.

Risk Management

• Identify potential risks and challenges associated with the hiring and other related processes for MRBP.
• Develop and implement risk mitigation strategies to address these risks.

Talent Acquisition Management:

• Oversee the processes and strategies related to recruiting and hiring employees.
• Collaborate with hiring managers to understand job requirements.
• Review resumes and applications to shortlist candidates who met the job requirements and conduct initial screenings or interviews to assess the candidate’s skills, qualifications and cultural fit.
• Communicate with all stakeholders regularly and provide timely feedback.
• Prepare reports and present insights to management on recruitment performance and effectiveness.

Stakeholder Management:

• Foster positive relationships with stakeholders by delivering responsive, empathetic, and professional support.
• Address MRBP concerns, complaints, and escalations in a timely and satisfactory manner, striving to exceed expectations and build trust and loyalty.
• Engage with stakeholders to understand their requirements and expectations.
• Provide regular updates and reports if necessary.

Continuous Improvement:

• Identify opportunities for process improvements, automation, and innovation to enhance service delivery, increase efficiency, and optimize project transition performance.
• Collaborate with stakeholders to implement best practices, tools, and technologies.
• Participate in team meetings and contribute to the development of strategic goals and objectives.

Professional Development:

• Engaging in continuous learning and professional development activities to enhance teaching skills, quality assurance knowledge, and stay abreast of changes in the field. This might include attending conferences, workshops, or pursuing certifications relevant to technical training.

These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time, as necessary.

Other responsibilities include:

• To work in partnership with all stakeholders.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and breaks assigned by people manager.
• Assists other co-members with other deliverables as necessary assigned by the Manager.
• Advise people manager of planned/unplanned leaves as below or depending on the engagement’s policies.: Vacation leave – at least 3 weeks in advance of planned leave date. Sick leave - at least four (2) hours prior to the start of the shift. A member, when using sick leave, must notify his team lead (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Ensure feedback is given to people manager if potential issues are detected.
• Ensure feedback is given to the people manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.

EDUCATION, SKILLS TRAINING AND EXPERIENCE

Education

• At least a vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field.

Knowledge and Skills

1. Leadership Skills

• Ability to inspire and motivate team members to achieve their goals and meet deliverables.
• Strong decision-making skills to resolve issues promptly and make judgments in high-pressure situations.
• Capacity to provide direction and guidance to team members while fostering a positive and collaborative work environment.
• Skill in delegating tasks effectively and empowering team members to take ownership of their responsibilities.

1. Communication Skills

• Excellent verbal and written communication skills to interact with team members, upper management, and other stakeholders.
• Ability to convey information clearly and concisely, whether in team meetings, email communications, or one-on-one discussions.
• Active listening skills to understand the needs and concerns of team members and address them appropriately.
• Skill in delivering feedback, both positive and constructive, to help team members improve their performance.

1. Cultural Sensitivity

• Understanding and appreciation of different cultures, particularly of those of the new hires.
• Ability to foster an inclusive environment for employees from diverse cultural and linguistic backgrounds.

1. Team Management Skills

• Experience in recruiting, training, and developing team members to build a high-performing Quality team.
• Knowledge of performance management principles and techniques to set goals, provide regular feedback, and conduct performance evaluations.
• Ability to foster teamwork and collaboration among team members to achieve common goals.
• Skill in conflict resolution and mediation to address interpersonal conflicts and maintain a harmonious work environment.

1. Time Management and Organization

• Strong organizational abilities to handle multiple tasks, prioritize effectively, and manage time efficiently.
• Capability to adapt to changing project requirements and environments.
• Ability to manage and ensure accuracy in project documentation and deliverables.
• Ability to work efficiently under pressure.
• Attention to detail to accurately document support interactions, etc.

1. Continuous Improvement, Learning and Adaptability

• Willingness to seek feedback from team members, stakeholders, and customers to identify opportunities for process improvement.
• Capacity to lead process improvement initiatives and implement changes to enhance service desk efficiency and effectiveness.
• Commitment to ongoing learning and professional development to stay updated on industry trends and best practices.
• Ability to adapt to changing priorities and work in a dynamic environment.
• Adaptability to changes in workload, priorities, and stakeholder needs.

1. Teamwork and Collaboration

• Collaboration skills to work effectively with other stakeholders.
• Willingness to share knowledge and best practices with colleagues.
• Ability to escalate issues to higher-level support teams when necessary and collaborate on complex problem resolution.
• Contribution to a positive team culture through open communication, mutual support, and a focus on continuous improvement.

Experience

• At least one year of experience in a supervisory or leadership position, preferably overseeing a team of administrative coordinators.
• Experience working with multilingual members, processing visa and working permits.

Others

• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite when needed.
• Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.

Skills:

·  English
·  Leadership
·  Customer Experience Management
·  Human Resources

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.