HR Operations Head - SD/CCM/CP

Key Responsibilities

1. HR Service Delivery & Contact Center Management

• Lead and oversee the HR Contact Center, ensuring efficient handling of employee inquiries and case management.
• Drive service excellence by meeting defined SLAs for response and resolution times.
• Establish and monitor key service metrics (e.g., turnaround time, resolution rates, employee satisfaction).
• Ensure a consistent, high-quality employee experience across all HR touchpoints.

2. Payroll & Benefits Administration

• Oversee end-to-end payroll processing, ensuring accuracy, timeliness, and compliance with Philippine regulations.
• Manage administration of statutory and company-provided benefits.
• Ensure proper payroll reconciliation and alignment with Finance.
• Monitor compliance with government-mandated contributions (SSS, PhilHealth, Pag-IBIG, taxes, etc.).
• Strengthen internal controls across payroll and benefits processes.

3. HR Knowledge Management & Documentation

• Manage and maintain HR knowledge platforms (e.g., HR portal, intranet, FAQs).
• Ensure all HR policies, procedures, and guidelines are updated, accessible, and version-controlled.
• Coordinate with policy owners for periodic reviews and updates.
• Facilitate proper documentation handling, including coordination with Legal and Compliance for archiving.
• Ensure employees have access to accurate and up-to-date HR information.

4. Governance, Compliance & Data Integrity

• Implement and maintain strong operational controls across HR transactions.
• Ensure accuracy and integrity of employee master data in collaboration with HRIS teams.
• Support internal and external audit requirements related to HR operations.
• Uphold strict confidentiality and proper handling of employee data.

5. Leadership & Team Management

• Lead, coach, and develop the HR Operations team, including HR service and payroll specialists.
• Build a high-performing, service-oriented, and detail-driven team culture.
• Drive capability development in payroll governance, service delivery, and operational excellence.
• Manage performance, succession planning, and team engagement.

Key Stakeholders

• Internal: HR Business Partners, Executive Office, Employees
• External: Payroll vendors, government agencies, and service providers

Qualifications & Experience

Required

• 10–15 years of experience in HR Operations, including payroll and benefits
• At least 8–10 years in a leadership role managing HR or shared services teams
• Strong expertise in payroll processing, reconciliation, and benefits administration
• In-depth knowledge of Philippine labor laws and statutory requirements
• Experience in structured or high-volume environments

Technical Skills

• HRIS and payroll systems expertise
• Strong understanding of internal controls and compliance
• Service management and SLA governance
• Data management, reporting, and analytics