For many companies, HR service delivery is measured in cold metrics—response times, ticket resolution rates, and system efficiency. But for Benjie Unica, a Certified Human Resource Professional and global HR practitioner, the real goal goes deeper than numbers.
“Operational excellence with a heart—that’s my sweet spot,” Benjie tells Financial Adviser PH.
In his current role supporting global employees from a help desk HR function, Benjie is responsible for case management, employee support, and service process improvement. But beyond processes and dashboards, he remains focused on what truly matters: making employees feel seen, heard, and supported.
Human-Centered Systems Start With Purpose
Benjie’s day-to-day work may involve monitoring Net Promoter Scores, managing escalations, and refining internal workflows—but he never loses sight of the people behind each request.
“Even if I’m dealing with service tickets, each case is a person with a concern. My job is to solve problems without losing the human connection.”
It’s this unique combination—systems thinking plus empathy—that has shaped his leadership style in HR. Whether he’s building self-service knowledge bases or redesigning service touchpoints, Benjie makes sure his systems improve—not replace—genuine human interaction.
Redesigning HR With Heart and Metrics
During his career, Benjie has led strategic projects focused on:
- Reducing escalation rates
- Improving first-response resolution
- Increasing HR Net Promoter Scores
But unlike many process improvement efforts, his goal isn’t just faster performance—it’s better employee experience.
“HR isn’t just about solving problems—it’s about solving them in a way that leaves people feeling respected and valued.”
That’s why Benjie’s process updates are often paired with empathy training, communication clarity, and internal collaboration. He believes that how something is done in HR matters just as much as what gets done.
Why Soft Skills Are the Hard Edge of HR
Benjie’s approach reflects a broader shift in HR: blending analytics and emotional intelligence. In today’s fast-moving, tech-enabled HR landscape, it’s easy to lose the human touch. But Benjie sees empathy not as a soft skill—but as a strategic advantage.
“The most impactful HR systems are built on trust. You can’t automate trust—you have to earn it.”
And that’s exactly what he does—case by case, system by system.
Advice for HR Professionals in a Data-Driven World
Benjie encourages fellow HR practitioners to embrace data—but never at the cost of humanity.
“Use the numbers, study the trends—but always ask: how does this improve someone’s experience at work?”
For him, operational excellence isn’t about perfection—it’s about alignment. When processes, technology, and empathy work together, that’s when real transformation happens.
