Global HR Operations Lead – Migrations & Service Excellence

ING; Manila; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

ING in Manila seeks a senior leader to run end-to-end employee lifecycle operations, ensuring service levels, quality, risk controls, and stakeholder expectations are met across multiple countries. You will drive migrations and onboarding of new countries and services into Manila, build strong relationships with global and local teams, and shape continuous improvement, governance, and scalable operations.

If you have 15+ years in HR shared services, 10+ years in people leadership, and proven

Qualifications

• Minimum of 15 years of experience in operations or HR shared services.
• At least 10 years of people leadership experience, leading experts, large teams, or multi-country operational teams.
• Experience managing employee lifecycle processes, HR operations, or shared services delivery in a global or regional setup.
• Proven track record in managing migrations, transitions, transformation initiatives, or large-scale operational change.
• Strong understanding of operational governance, service management, SLA/KPI management, process controls, audit readiness, and risk management.
• Excellent stakeholder management and communication skills, with the ability to influence across senior, global, and cross-functional audiences.
• Strong coaching, performance management, talent development, and succession planning capability.
• Comfortable working in a fast-changing, matrixed, international organization with multiple priorities and stakeholders.
• Bachelor’s degree in Human Resources, Business Administration, Management, Psychology, or a related field; master’s degree or relevant professional certification is an advantage.
• Fluent English communication skills, both written and verbal.

Responsibilities

• Lead end-to-end daily operations for employee lifecycle services, ensuring delivery against service levels, quality standards, risk requirements, and customer expectations.
• Manage a broader and more complex scope across multiple services, countries, and stakeholders, ensuring prioritization, capacity planning, workforce management and business continuity.
• Lead migrations, onboarding of new countries, services, or capabilities into Manila, including readiness planning and post-go-live stabilization.
• Build and maintain strong stakeholder relationships with global and local People Services teams, HR Business Partners, Service Owners, Quality & Control partners, and senior leaders to align priorities and resolve escalations.
• Provide global influence and support by representing the Manila operations perspective in global forums, shaping service improvements, and driving consistent ways of working across locations.
• Ensure strong operational governance, including performance reviews, SLA and KPI monitoring, issue management, risk escalation, audit readiness, process documentation, and compliance with applicable policies.
• Lead, coach, and develop experts, and team members, fostering accountability, performance discipline, collaboration, and a strong people-focused culture.
• Oversee people management activities across the employee lifecycle, including hiring, onboarding, performance management, development planning, succession readiness, engagement, and retention.
• Drive continuous improvement, simplification, automation, and standardization initiatives that improve service quality, operational efficiency, employee experience, and scalability.
• Act as senior escalation point for complex service delivery, migration, people, risk, or stakeholder matters, ensuring timely resolution and transparent communication.

Skills

Operational management

Stakeholder management

Migration and transition management

HR operations knowledge (Workday)

People leadership

Change management

Communication skills

Coaching and talent development

Education

Bachelor's degree

Tools

Workday

Job description

ING in Manila seeks a senior leader to run end-to-end employee lifecycle operations, ensuring service levels, quality, risk controls, and stakeholder expectations are met across multiple countries. You will drive migrations and onboarding of new countries and services into Manila, build strong relationships with global and local teams, and shape continuous improvement, governance, and scalable operations.

If you have 15+ years in HR shared services, 10+ years in people leadership, and proven