Team Lead, People Services

Zendesk

Team Lead overseeing APAC People Services operations at Zendesk. Managing employee services including benefits, payroll, and reward programs across the Asia-Pacific region.

Posted 6/1/2026full-timeManila • 🇵🇭 PhilippinesSeniorWebsite

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

Oversee the daily workflow and Zendesk ticket queues for the APAC People Services Total Rewards team to ensure SLAs are met and inquiries are resolved accurately
Supervise, coach, and mentor Tier 1 and Tier 2 team members, conducting regular 1:1s and quality audits to champion continuous employee performance and development
Ensure absolute data integrity across Workday and downstream systems by executing rigorous quality control and 'four-eyes' validation checks on all Total Rewards and payroll entries
Own regional service quality by conducting technical Root Cause Analyses (RCAs) on negative Employee Satisfaction (CSAT) scores, implementing swift process or coaching corrections
Act as the primary operational point of contact for complex payroll, leave, benefits, and off-boarding queries that require deep local statutory or technical validation
Govern the internal Knowledge Base (KB), monitoring the accuracy of regional FAQs and macros to drive higher employee self-service and team transactional consistency
Partner with regional and global project managers to lead system migrations, process standardizations, and new policy rollouts according to global Standard Operating Procedures (SOPs)
Identify operational friction points across the regional employee journey, leveraging AI-driven solutions and technical tools to simplify workflows

Requirements

What you’ll need

Bachelor’s degree in Human Resources, Business Administration, Finance, or a related discipline (or equivalent practical work experience)
4+ years of professional experience within an HR Shared Services, Global Benefits, or Global Payroll function
2+ years of direct experience in a supervisory, team lead, or people manager capacity within a global corporate environment
Deep compliance and operational knowledge of Philippine HR processes, including mandatory statutory filings and controls (SSS, PhilHealth, Pag-IBIG, and DOLE)

Benefits

Comp & perks

Health insurance
Flexible working arrangements
Professional development
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ZendeskWorkdayRoot Cause Analysisdata integrityquality controlpayrollemployee benefitsprocess standardizationAI-driven solutionsstatutory compliance

Soft Skills

supervisioncoachingmentoringemployee performance managementcommunicationproblem-solvingteam leadershipanalytical thinkingorganizational skillscustomer service