Responsibilities
- Own the HR Operations service delivery model: intake, triage, escalation, resolution, and closure standards.
- Establish and manage service-level expectations (SLAs), prioritization rules, and response/closure timelines.
- Build consistent employee and leader experiences through repeatable workflows, templates, knowledge articles, and clear “how to get help” pathways.
- Reduce friction and rework by identifying root causes, simplifying steps, and tightening handoffs across HR, Payroll, Finance, IT, and Talent Acquisition.
- Ensure HR Operations coverage is resilient across geographies and time zones, with clear ownership and continuity during absences, transitions, and peak-volume periods.
- Lead HRIS operational execution: employee lifecycle transactions, data updates, documentation controls, and workflow discipline.
- Implement data-quality controls and audits to improve accuracy, reduce payroll-impacting errors, and strengthen reporting integrity.
- Partner with IT and vendors on HRIS enhancements, workflow improvements, integrations, and access/security governance.
- Build SOPs and training that make “the right way” the easy way for HR teams and internal partners.
- Ensure HRIS work is delivered consistently across U.S. and Manila teammates through clear process design, role clarity, quality checks, and escalation paths.
- Establish an HR analytics operating rhythm that leaders trust—standard definitions, clean inputs, and consistent refresh cadences.
- Build and maintain governance for cross-system alignment (HRIS, ATS, timekeeping, performance, etc.) so dashboards reflect reality.
- Create “actionable analytics” that support frontline realities—trend identification, root-cause framing, and leader-ready insights (not manual report pulling).
- Define and monitor core HR Ops KPIs (SLA attainment, backlog health, cycle time, error/rework rates, data quality, customer satisfaction signals) and translate findings into operational improvements.
- Partner with Operations and Finance to ensure HR analytics supports workforce planning, compliance readiness, pay governance, and retention priorities.
- Oversee day-to-day Total Rewards operations in partnership with Total Rewards leadership: benefits administration, vendor coordination, employee support, and process integrity.
- Strengthen operational governance for compensation and benefits processes (documentation, approvals, audit readiness, cycle timing, and communications enablement).
- Improve employee experience by reducing delays, clarifying “what to expect,” and strengthening service reliability—especially in time-bound benefits workflows.
- Partner with Finance and Legal to ensure operational controls support compliance, cost discipline, and risk reduction.
- Support scalable, repeatable Total Rewards service delivery standards that can be executed consistently across locations and time zones.
- Own the global HR Operations operating model across U.S.-based teams and the Manila shared services team, ensuring aligned standards, consistent execution, and clear accountability.
- Define and maintain the operating contract (RACI/decision rights, escalation rules, handoff requirements, quality checks, and what work is retained onshore vs. delivered offshore).
- Establish unified performance management across locations (SLAs, accuracy/quality measures, backlog health, cycle time, rework rates) and lead regular operating reviews to drive measurable improvement.
- Build an enablement engine (SOPs, training pathways, knowledge management, and cross-training) so improvements “stick” and service quality scales with volume.
- Strengthen cross-cultural collaboration and working norms across time zones to improve clarity, speed, and follow-through.
- Lead and develop managers and team members across HR Operations, HRIS/analytics, and Total Rewards operations—building clear expectations, strong coaching, and consistent performance standards.
- Build a culture of ownership, clarity, customer focus, and measurable results.
- Create coverage and succession plans across geographies so critical work is resilient, not person-dependent.
Benefits
- Paid vacation days (increase with tenure)
- Separate sick leave that rolls over annually
- Up to 10 paid holidays
- Medical, dental, and vision insurance options
- DailyPay – access your earnings without waiting for payday
- Training, development, and continuing education opportunities
- 401(k)
- Pet insurance
- Employee Assistance Program (EAP)
- Perks @ Clarvida – national discounts on shopping, travel, Verizon, and entertainment
- Mileage reimbursement
- Cellphone stipend
Team
Structure: U.S.-based teams and Manila shared services team
Additional Information
- Language requirements: English
- Travel: 15%
