Be a part of our transformation.

At PMI, we’re transforming our business and the way we deliver services to our people. As part of this journey, we are creating a seamless, data‑driven, and globally aligned employee experience — and you can play a pivotal role in making that happen.

We are looking for a Global Service Experience Specialist who will help shape how we manage service assets, drive operational excellence, and ensure strong governance, compliance, and quality within our global P&ED services. This role sits at the heart of our employee experience ecosystem, working with diverse teams across markets and functions.

 

Your ‘day to day’

In this role, you will:

Build and Maintain Capacity Planning Framework

Partner with delivery teams to maintain and optimize capacity plansSupport data gathering and provide guidance on framework usageEducate stakeholders and ensure consistent adoption across teams

Maintain and Evolve the Service Catalogue

Keep our service catalogue updated and aligned with global standardsCommunicate changes and partner with stakeholders for continuous improvement

Oversee Process Documentation & Quality

Support creation, review, and updates of process documents and SOPsConduct regular quality checks to ensure accuracy and compliance with templates

Lead Incident & Escalation Management Activities

Support design and rollout of the incident & escalation management frameworkConduct training sessions and support user acceptance testingTrack root causes and ensure corrective actions are closed

Drive a Strong Controls & Compliance Culture

Run regular compliance checks and recommend remediationSupport data governance cleanup and ongoing monitoringParticipate in audits and work with teams to reduce process risks

Support Global Process Improvements & Projects

Collaborate across P&ED and global teams on functional and cross‑functional initiativesContribute insights that drive better employee and service experiences

 

Who we’re looking forDegree in HR or BusinessExtensive experience in Global HR services, HR delivery, or shared servicesStrong understanding of HR controls, compliance, data governance, and GDPRAdvanced skills in Excel, with experience in automationStrong experience in SharePoint, PowerApps, Office 365 tools, and working knowledge of Power BIFamiliarity with HR tools (e.g., Salesforce)Strong stakeholder management, problem‑solving, and communication skillsA passion for service experience and using data to tell meaningful stories

 

Key Things to Know Before You ApplyThis is a global role based in Manila.The work involves close collaboration with cross‑market teams.Strong proficiency in data, digital tools, and HR governance is essential.Experience in shared services or global HR operations is highly advantageous.

 

 

Work Schedule and Location

 

Hybrid work arrangement based in Rockwell, Makati City

What we offer

 

At PMI, you’ll join a global organization redefining the future of our business. Expect a culture that values learning, collaboration, and continuous improvement — with opportunities to grow your career while contributing to high‑impact work across markets.

 

Additionally, our competitive Compensation & Benefits package includes:

Guaranteed 14th Month Pay: Enjoy an extra month of salary every year.Comprehensive HMO Coverage: Health insurance for you and your qualified dependents.Annual Medical Reimbursement: Receive up to PhP 10,000 for medical expenses.Retirement Plan: Secure your future with our robust retirement plan.Leave Conversion: Convert unused leaves into additional cash benefits.

 

Philip Morris International is certified globally by both the Top Employer Institute and the Equal Salary Foundation.