HR Contact Centre Specialist

Bon Secours Mercy Health; Philippines; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

HMO coverage

WFH allowance

Vacation & sick leave

Government benefits: SSS, PhilHealth,

Flexible working model

Career growth opportunities

Job summary

Bon Secours Mercy Health Global Business Services – Manila is seeking an HR Contact Centre Specialist to deliver first-level HR support across benefits, payroll, leave administration and talent acquisition for U.S.-based operations.

You will handle employee and manager inquiries, guide users through self-service systems, support enrollment events, and route complex issues to subject matter experts while maintaining case records and meeting SLAs.

Qualifications

• Bachelor’s degree in HR, business administration or related field preferred.
• 1+ year in a call center, shared services or high-volume environment.
• Experience with HR processes like benefits, payroll and leave preferred.
• Knowledge of US HR practices is a plus.

Responsibilities

• Respond to employee and manager inquiries related to benefits, payroll, compensation, leave and recruitment.
• Provide guidance using policies and knowledge resources to ensure consistent service.
• Support benefits enrollments, life events and terminations.
• Assist employees with self-service systems and benefits platforms.
• Support annual open enrollment and related activities.
• Escalate complex inquiries to SMEs as needed and document interactions in case systems.
• Monitor case status and ensure timely resolution per SLAs.
• Collaborate with HR teams and support continuous service improvements.

Skills

HR service delivery

Customer-focused

Organization & time mgmt

MS Office

Research & problem-solving

Attention to detail

Meet SLAs

Independent & collaborative work

Education

Bachelor's degree in HR / Business Admin

Tools

HRIS

Payroll systems

Case management systems

Microsoft Office

Job description

Who we are

At Bon Secours Mercy Health Global Business Services – Manila, we believe your best is yet to come. Based in the Philippines, we partner with U.S.-based teams to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join a global team focused on meaningful healthcare impact.

Job Summary

The HR Contact Centre Specialist is responsible for delivering first-level human resources support across benefits, payroll, compensation, leave administration and talent acquisition processes. Operating within a Global Business Services environment, this role supports employee and manager inquiries, promotes service excellence and ensures timely, accurate resolution of human resources requests for U.S.-based healthcare operations.

What you'll do

• Respond to employee and manager inquiries related to benefits, payroll, compensation, leave programs and recruitment processes
• Provide guidance using established policies, procedures and knowledge resources to ensure consistent service delivery
• Support benefits-related transactions including enrollments, qualified life events and employee terminations
• Assist employees in navigating self-service systems and benefits platforms
• Provide support during annual open enrollment and other benefits administration activities
• Guide employees through required processes and resources to complete benefits-related tasks accurately
• Support employee and manager navigation of Human Resources Information Systems, payroll systems and talent acquisition platforms
• Troubleshoot access issues and direct users to appropriate tools and resources
• Escalate complex inquiries related to compensation decisions, accommodations, retirement eligibility and policy exceptions to subject matter experts
• Support managers with recruitment process navigation including requisition entry, job posting review and onboarding activities
• Provide first-level support for leave of absence programs including Family and Medical Leave Act and personal leave inquiries
• Track and route leave requests to the appropriate administration teams for further review
• Document employee interactions accurately within case management systems
• Monitor case status and ensure timely resolution or escalation in accordance with service level agreements
• Collaborate with cross-functional human resources teams to maintain service quality and operational effectiveness
• Support continuous improvement initiatives that enhance employee experience and service delivery

What you'll bring

Experience

• 1+ year of experience in a call center, shared services, customer service or other high-volume operational environment required
• Experience supporting human resources processes or employee services preferred
• Knowledge of U.S. human resources practices including benefits, payroll and leave administration preferred
• Experience working within case management or service delivery environments preferred

Education

• Bachelor's degree in Human Resources, Business Administration or a related field preferred

Skills

• Strong knowledge of human resources service delivery principles and employee support processes
• Excellent verbal and written communication skills with a customer-focused approach
• Strong organizational and time management skills with the ability to manage multiple priorities
• Proficiency in Human Resources Information Systems and Microsoft Office applications
• Ability to research, analyze and resolve issues using available resources and documented procedures
• Strong attention to detail and commitment to accuracy
• Ability to meet service level agreements, productivity metrics and quality standards
• Ability to work independently and collaboratively within a team environment
• Strong problem-solving and critical-thinking capabilities

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance and wellness allowance
• Paid vacation and sick leave
• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model based on role and business need
• Mission-driven culture events, outreach and service opportunities
• Learning and development programs, mentorship and career growth pathways
• Collaborative office spaces and engagement activities

Benefits may vary based on employment terms and role.