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People Operations Process Improvement Manager

New York
Job Type
8 Sep 2022
About Us:

We are PIMCO, a leading global asset management firm. We manage investments and develop solutions across the full spectrum of asset classes, strategies and vehicles: fixed income, equities, commodities, asset allocation, ETFs, hedge funds and private equity. PIMCO is one of the largest investment managers, actively managing more than $2.2 trillion in assets for clients around the world. PIMCO has over 3,070 employees in 22 offices globally. PIMCO is recognized as an innovator, industry thought leader and trusted advisor to our clients.

PIMCO is one of the world's premier fixed income investment managers with thousands of professionals around the world united in a single purpose: creating opportunities for our clients in every environment. Since 1971, we have brought innovation and expertise to our partnership with the institutions, financial advisors and millions of individual investors who entrust us with their assets. We aspire to cultivate performance and leadership through empowering our people, diversity of thought, and a commitment to an inclusive culture that engages in our global communities.

Position Description:

This role can be based in Newport Beach, CA, or Austin, TX

PIMCO Human Resources is seeking a Process Improvement Manager to join the Global People Operations (POPs) team. This role will be responsible for architecting, building and maintaining a robust content library and knowledge base of all HR policies, processes and procedures leveraging HR Case Management system (ServiceNow) and HCM (Workday). This role will partner globally across HR on a range of projects. Additionally, the Process Improvement Manager will be the champion for efficient functional operational processes, data, controls, systems and continuous improvement, specifically around PIMCO's HR Case Management solution with the goal of improving the employee experience.

Process Documentation
  • Facilitate the content creation and review of existing HR business processes in partnership with process owners and subject matter experts (SMEs)
  • Responsible for formally documenting end-to-end workflows and process requirements, including audit/control mechanisms
  • Maintain and create a documentation tool where all inventory of all key HR process and procedure documentation and workflows are well-organized (global process catalog, design workbooks, instructions, FAQs, among others)
  • Deliver end-user process mapping and update HR colleagues to ensure awareness of current policies, processes and procedures

Case Management & HR Intranet
  • Coordinate, implement and manage changes in PIMCO's case management system (for ServiceNow) to ensure daily operations are supported
  • Lead knowledge base management by creating, reviewing and approving article content and following up with stakeholders on questions/clarifications
  • Partners with People Operations Communications to manage and review content in PIMCO Pulse (intranet) to ensure information and process is relevant

Continuous Improvement & Capability Building
  • Focus on continually improving infrastructure and processes within Human Resources by leveraging technology, process improvements, industry best practices and data driven methodologies.
  • Proactively identify capability gaps, opportunities for standardization, efficiency, and simplification as well as iterate on newly implemented processes for continuous improvement and refinement
  • Leverage best practices from industry in influencing and driving operational improvements
  • Communicate key updates on relevant systems and operational processes and influence the business on process improvements

  • Partner with POPs Co-Heads to establish a standard Global People Operations metrics dashboard and KPIs for distribution
  • Responsible for reporting to stakeholders, daily monitoring of SLAs ensuring HR is meeting goals and delivery timelines and provide suggestions to improve Aging/Overdue Service Delivery across all Human Resource functions
  • Analyze data and provide summaries to leadership to drive informed decision-making regarding process improvement efforts
  • Improve HR's employee lifecycle operations and ensuring resolution, day-to-day support and full implementation of new and existing services/processes (regional and global projects) are achieved

Position Requirements:

  • Bachelor's degree or the equivalent combination of education and experience in business management or related field required
  • 5+ years of HR Shared Services, transformational process improvement and/or total work experience in Human Resources and/or Project Management
  • Strong solutions orientation and execution mindset; operates well with ambiguity and with a high degree of independence, collaboration, resilience, curiosity, agility, and adaptability
  • Proven ability to prioritize, simultaneously execute on multiple projects and activities with varied deadlines
  • HR Case Management, ServiceNow, Workday experience preferred

  • Has excellent problem solving skills with a client-service mindset
  • Completes tasks with accuracy and speed and has strong ability to handle confidential information with discretion and maturity
  • Thrives in a in a fast-paced, energetic and ever-evolving environment
  • Has excellent communication skills (verbal and written), influencing skills, and facilitation skills (including leading presentations to large audiences)
  • Maintains a high degree of professionalism, able to interface with all levels of the firm and preserves confidentiality in sensitive matters
  • Passion for technology, ability to think with a "tech mindset," and savvy in HR technologies such as Workday


PIMCO is committed to offering a comprehensive portfolio of employee benefits designed to support the health and well-being of you and your family. Benefits vary by location but may include:
  • Medical, dental, and vision coverage
  • Life insurance and travel coverage
  • 401(k) (defined contribution) retirement savings, retirement plan, pension contribution from your first day of employment
  • Work/life programs such as flexible work arrangements, parental leave and support, employee assistance plan, commuter benefits, health club discounts, and educational/CFA certification reimbursement programs
  • Community involvement opportunities with The PIMCO Foundation in each PIMCO office

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  • Job Reference: 707266498-2
  • Date Posted: 8 September 2022
  • Recruiter: PIMCO
  • Location: New York
  • Salary: On Application
  • Sector: Banking & Financial Services
  • Job Type: Permanent