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Title:  Process Expert Manager

Job ID:  87209
Country:  Philippines
City:  Taguig
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Taguig, 00, PH, 1634


We’re JTI, Japan Tobacco International, and we believe in freedom

We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.


But our business isn’t just business, our business is our people. Their talent. Their potential. We believe that when they’re free to be themselves, to grow, travel and develop, amazing things can happen for our business. That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend, and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines


It’s the perfect moment for you to #JoinTheIdea. We’re opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.



Department: IT BTS People & Culture
Location: Taguig, Metro Manila, Philippines
Reporting to: BTS People & Culture Core HR Process Lead


Process Expert Manager


The position exists to provide consulting expertise in the area of People & Culture process & solution design (SAP HCM, Employee Central, others as required) throughout all of the People & Culture processes in order to support the development and maintenance of the People & Culture Technology Strategy, implementation of People & Culture Technology portfolio (including major projects, initiatives & enhancements), as well as provide advice on any ad hoc business requirements for People & Culture. To achieve this, he / she needs to keep up-to-date with JTI People & Culture technology solutions, (primarily SAP HCM), industry best practice & vendor landscape. 


He/she is the point of contact between his/her specific process area(s), the business process owner, and the key Power Users; managing business relationships and keeping them up-to-date and knowledgeable of the systems, business processes,  best practices, and status of People & Culture Technology portfolio delivery. He/she is responsible for the overall design of any People & Culture solution in his / her respective process area, in line with business requirements, standard SAP / Employee Central configuration, JTI People & Culture Technology Strategy and market best practices. He/she drives the actual realization of technical solution by project managing / over-seeing the work of either internal or external technical resources. Other responsibilities include providing expertise in their process / technology area through coaching and providing support to the process / application analysts to ensure the effective delivery of portfolio (including daily operations); service delivery; & vendor management.


What will you do?


  • Business Consultancy
    • Acts as a business consultant to provide expertise both on the business process side and system functionality. Works together with People & Culture, (supported by BTS People & Culture Team), to enhance/optimize existing business practices and to bring market best practices in designated area. Strive to investigate and bring forward new SAP HCM functionality to the business that delivers added value and better meets the business requirements.
  • Business Relationship Management

    • Develop relationships & work directly with the People & Culture Business Process Owners & key power users to understand their needs and priorities, share industry trends & supplier product roadmaps, plan and deliver timely and quality solutions ensuring the solutions utilize the full potential of the solutions in the portfolio and are aligned with our technology Strategy.

    • Provide regular status update to key business & technology stakeholders on delivery of projects, initiatives, changes and operational support for his / her respective process areas within the People & Culture Technology Portfolio. 

    • Develop relationships & work directly with internal (GTC, GDC, BTS, ISRM, legal, Vendor Management) & external (software & service providers) stakeholders, leveraging extended network where required, to ensure delivery of timely and quality solutions. 

  • Project Management

    • Manage significant / strategic projects in the People & Culture Technology Portfolio (where required) following Project Management best practice. 

    • Oversee delivery of project(s) falling under his/her area of responsibility ensuring project management best practice is adhered to including regular status reporting.

  • Solution Architecture

    • Review, align & sign off all proposed technology solution designs (for his/her area of responsibility) to ensure adherence to BTS People & Culture technology Strategy, GRM, Enterprise Architecture, & People & Culture technology best practices; involving appropriate experts where required. 

    • Ensure any potential modifications of the GRM follow the respective approval process.

    • Ensure system integrity and performance.

    • Providing expertise to business, BTS People & Culture & extended IT Team in his/her respective process / technology area through coaching, including providing support to the process / application analysts to ensure the effective delivery of portfolio (including daily operations)

    • Ensure the appropriate knowledge transfer & training to both business users and supporting People & Culture / technology teams. 

    • Maintains up-to-date knowledge on People & Culture Technology Trends and technology solutions


    Service Delivery

    • Service Delivery responsibilities span across vendor selection and management. This includes:

      • Appropriate due diligence, business justification and partner selection following JTI Policy and Procedures

      • Contract creation & management ensuring all legal aspects are covered from a service delivery perspective including (but not limited to) Disaster Recovery (Recovery Time Objective; Recovery Point Objective), Data Protection, Service Level Agreements, Service Delivery Penalty Clauses, audit entitlements; termination clauses, data access

      • Coordination of solution evaluation with necessary JTI IT teams (Enterprise architecture, IT Security, Network, Data center, etc.)

      • Measuring and reporting of service delivery KPIs invoking penalties where required

      • Management of open issues (OSS Messages) and enhancements with product teams

      • holding regular service delivery reviews 


  • Document management
    • Working closely with business and IT stakeholders, ensure the maintenance of appropriate solution documentation in his/her scope of responsibility including business process documentation (BPMLs, Business Process flows, Business Process Descriptions, Work Instructions), technical documentation (Enterprise structure, configuration, functional & technical specifications), training documentation and operational procedures. 
    • Ensure knowledge base articles are created and maintained, getting them reviewed and validated from required levels.
  • Legal & Data Compliance
    • Ensure a consistent application of computer controls that support financial audit requirements, for example, fulfill legislative archiving requirements of corporate data.
    • Ensure complete information security assessments are executed where required
    • Ensure IT systems falling under J-SOX scope fulfil audit requirements.
    • Ensure compliance to corporate IT security policies, procedures and standards to ensure consistent protection of information assets of the business function.
    • Ensure compliance to the corporate IT change control procedure which is a global IT J-SOX control 
    • Ensuring that legal/statutory requirements are met including on-going personal data protection compliance as new legislation is published (e.g. EU GDPR, Russia Personal Data Protection, ...)
  • Operations
    • Having the ownership of the application support requests coming from the Global Service Desk (GSD), he/she provides application support for both Production and Development with a focus on critical/complex incidents & significant change/service request. That includes:
      • reproduce the problem in test system
      • investigate for the solution by searching in internal solutions database, searching for SAP notes if applicable, consulting with relevant experts, test implemented technical application notes, communicating with, requesting and monitoring remote access by the application vendor's technical support team
      • test the solution
      • Provide and confirm problem solution to end-users
      • Maintain appropriate documentation on the change request 
      • when required update the knowledge base tool 



Who are we looking for?


  • University degree.
  • 5+ year working experience with SAP HCM other JTI People & Culture Global Solutions, preferably either in a business role or business facing role.  
  • Excellent knowledge of global People & Culture processes & solutions
  • Global project implementation experience
  • Excellent Business Relationship Management Skills (Customers & Suppliers) in a global multicultural environment. 
  • Fluent English (written & spoken)
  • Expertise in designing solutions for business processes, as close as possible to SAP HCM  standard configuration but covering most of business requirements
  • Strong ability to quickly explore new SAP enhancements and design solutions using newly introduced SAP / SuccessFactors best practices
  • Knowledge of SAP technical architecture including integration with other SAP / Non-SAP products
  • Knowledge of integrated business processes / technology solutions that HR solutions are either dependent on or support (e.g. FI Integration, Enterprise Directory integration, etc)
  • Knowledge and experience of Project Management (both Waterfall & Agile Project Management)
  • Knowledge and experience of SAP Activate methodology
  • Detailed knowledge of application testing, test procedures and test scenarios 
  • Knowledge and experience of ITIL principles; ideally ITIL or similar certified
  • Strong interpersonal skills
  • Ability to listen and understand questions/problems being communicated by end-users
  • Analytical & Detail oriented.
  • The ability to work effectively in a diversified team under pressure situations. 
  • Willing and able to drive changes.
  • Experience of working with Microsoft technologies (e.g. SharePoint & MS Azure stack) - optional


What's in it for you?


  • Work at our JTI GBS office in Manila
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves.


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