Human Resource Head (BPO/Shared Services/Banking/IT)

Role Overview

The Head of HR Operations leads the delivery of core HR services across the organization, ensuring efficient, accurate, and employee-focused operational support. This role oversees the HR Contact Center, Payroll & Benefits Administration, and HR Knowledge Management — with full accountability for service reliability, payroll integrity, and the effective management of HR information and documentation.

Key Responsibilities

•    Lead and manage the HR Contact Center, ensuring timely and accurate resolution of all employee queries and cases in alignment with defined SLAs and service quality standards.

•    Oversee accurate and compliant payroll processing in accordance with Philippine statutory requirements, including administration of government-mandated and company-provided benefits.

•    Maintain payroll accuracy, reconciliation processes, and coordination with Finance; ensure benefits administration aligns with regulatory requirements and internal controls.

•    Own and maintain HR knowledge repositories (HR portal, FAQs, intranet), ensuring policies and procedures are accessible, version-controlled, and regularly updated.

•    Ensure strong operational controls within payroll and HR transactions; maintain employee master data accuracy and safeguard confidentiality of employee information.

•    Lead and develop the HR Operations team, fostering a service-oriented and accountable culture through coaching, succession planning, and performance management.

Qualifications

•    Minimum 10–15 years of experience in HR Operations, including payroll and benefits administration.

•    At least 10 years in a leadership role managing HR operations or shared services teams.

•    Strong background in payroll processing, reconciliation, and benefits administration; experience in high-volume, structured environments preferred.

•    Payroll systems and HRIS expertise; strong understanding of Philippine payroll and benefits regulations (SSS, PhilHealth, Pag-IBIG, BIR).

•    Solid knowledge of internal controls, documentation management, service management, and SLA governance.

•    Bachelor's degree in HR or equivalent courses.