HR Operations Head - SD/CCM/CP

About the position

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

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