When people think of corporate strategy, they often picture boardroom meetings, high-level planning, and C-suite presentations. But for Benjie Unica, a Certified Human Resource Professional with a background in global HR operations, strategy starts where most people least expect it—at the HR help desk.
“I now connect strategic intent with execution more confidently—whether it’s case management, service design, or system improvements,” Benjie shares with Financial Adviser PH.
In his current role supporting global employees, Benjie handles HR service operations, case resolution, and internal systems. But he doesn’t treat these tasks as transactional—he treats them as strategic touchpoints that directly impact the employee experience and organizational performance.
Big-Picture Thinking in Everyday HR
Help desk roles are often seen as reactive—fixing problems, closing tickets, responding to queries. But Benjie believes these frontline functions offer powerful insights into what’s working, what’s broken, and what needs to evolve in the company.
“Every complaint, delay, or escalation is a data point. If we treat them with intention, we uncover patterns that inform smarter decisions.”
He applies this mindset not just to service delivery, but to HR systems, team processes, and cross-functional projects—always looking for ways to align small actions with broader business goals.
Case Management as a Strategic Function
Benjie’s role in HR involves managing employee issues across global teams. But rather than simply resolve cases, he analyzes trends, identifies gaps, and suggests improvements to drive long-term change.
Whether it’s reducing turnaround times, streamlining knowledge bases, or building smarter workflows, Benjie approaches his work with an enterprise lens.
“When you think strategically, even a help desk ticket becomes a chance to improve a system, strengthen culture, or support retention.”
Why Execution and Strategy Go Hand in Hand
Benjie believes that execution is strategy—especially in HR, where systems, people, and processes intersect. From onboarding experiences to employee feedback channels, he works to ensure that what HR promises is felt in daily interactions.
“Strategy fails without follow-through. The real challenge is making high-level intent visible at every level of service.”
That’s why he empowers HR teams to think beyond task lists and ask: How does this touchpoint serve the larger mission?
Advice for HR Professionals in Support Roles
Benjie encourages help desk and operational HR professionals to see themselves not just as support staff—but as strategic contributors.
“Don’t wait for a promotion to think like a strategist. Your perspective is closest to the employee voice—use that insight to drive meaningful change.”
