HR Manager (People Operations Manager)

HGS; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

HGS is seeking an HR Manager to lead People Operations for the Americas, based in Bridgetowne, Quezon City. You will oversee core HR services, lifecycle events, case and knowledge management, and employee experience with a focus on consistency and quality.

You will drive global standards, partner with regional leads (EMEA/APAC) to tailor processes, and ensure compliant, efficient HR delivery at scale. A graveyard shift and onsite work are required.

Qualifications

• 7–10+ years of experience in HR operations, HR service delivery, shared services, or People Operations.
• Experience leading regional or global HR service delivery teams.
• Proven ability to balance operational execution with continuous improvement, transformation, and change.
• Bachelor’s degree in Human Resources, Business Administration, or related field.
• SHRM-SCP, SPHR, Project Management, or Lean Six Sigma certification preferred.
• Strong experience with Workday and ServiceNow.
• Experience with case management, knowledge platforms, service delivery tools, and operational reporting.
• Experience using service metrics, dashboards, and reporting to manage performance and drive improvements.
• Willing and able to work onsite in Bridgetowne, Quezon City, on a graveyard shift schedule.

Responsibilities

• Establish and drive global service delivery standards, governance expectations, and operating norms across regional People Operations teams.
• Partner with EMEA and APAC POPs Regional Leads to ensure consistent execution of global processes, case practices, knowledge standards, and service expectations.
• Identify regional differences, gaps, or inconsistencies and partner with regional leads to determine localization vs global standardization.
• Lead cross-regional forums to align priorities, share insights, and mature the global service delivery model.
• Own and lead HR Service Delivery across the Americas, ensuring high quality execution of HR operations and global processes at scale.
• Drive alignment between global standards and regional execution while respecting local regulatory or business requirements.
• Own delivery of core HR service delivery programs including case management, knowledge management, and HR communications.

Skills

HR operations

People Operations

Leadership

Stakeholder management

Workday

ServiceNow

Data-driven decision making

Education

Bachelor's degree in Human Resources or related field

SHRM-SCP or SPHR certification preferred

Lean Six Sigma certification preferred

Tools

Workday

ServiceNow

Job description

HR Manager is the front door to People Operations for the Americas and is accountable for ensuring HR services are delivered with consistency, accuracy, responsiveness, and a strong employee experience. The role will oversee core operations, employee lifecycle execution, case and knowledge management, HR client requests, HR communications, regional programs, service performance, and escalation management.

Key Responsibilities

Global Standards, Alignment & Regional Partnership

• Establish and drive global service delivery standards, governance expectations, and operating norms across regional People Operations teams.
• Partner closely with EMEA and APAC POPs Regional Leads to ensure consistent execution of global processes, case practices, knowledge standards, and service expectations.
• Identify regional differences, gaps, or inconsistencies and partner with regional leads to determine where localization is required versus where global standardization should apply.
• Lead cross-regional forums or working sessions to align priorities, share insights, resolve operating model issues, and mature the global service delivery model.
• Share best practices and lessons learned across regions to improve global service delivery performance.

HR Service Delivery Leadership

• Own and lead HR Service Delivery across the Americas, ensuring consistent, high quality execution of HR operations and global processes at scale.
• Serve as the regional leader for Service Delivery & Employee Experience, accountable for operational performance, service quality, employee experience, and delivery outcomes.
• Lead the daily operating rhythm for the Americas team, including workload management, prioritization, escalations, service risks, and issue resolution.
• Drive alignment between global standards and regional execution, ensuring consistency without compromising local regulatory or business requirements.

Day-to-Day Operations & Core Program Ownership

• Own the delivery and performance of core HR service delivery programs, including:
• Case Management through ServiceNow or equivalent platform
• Knowledge Management and self-service enablement
• HR Client Requests / Inquiry Management
• HR Communications delivery and coordination
• Employee lifecycle operations including onboarding, offboarding, mobility, transfers, and employee changes
• Regional HR programs and compliance-related activities
• Monitor quality and timeliness of work across the team, ensuring follow-through, SLA adherence, and issue resolution.

HR Systems, Case Management & Knowledge Platform Adoption

• Drive disciplined use and adoption of HR systems, including Workday, ServiceNow, and other HR service delivery tools.
• Own the effectiveness of case management and knowledge management practices, ensuring quality, usability, consistency, and timely updates.

Qualifications Experience

• 7–10+ years of experience in HR operations, HR service delivery, shared services, or People Operations.
• Experience leading regional or global HR service delivery teams.
• Proven ability to balance operational execution with continuous improvement, transformation, and change.
• Bachelor’s degree in Human Resources, Business Administration, or related field.
• SHRM-SCP, SPHR, Project Management, or Lean Six Sigma certification preferred.
• Strong experience with Workday and ServiceNow.
• Experience with case management, knowledge platforms, service delivery tools, and operational reporting.
• Experience using service metrics, dashboards, and reporting to manage performance and drive improvements.
• Willing and able to work onsite in Bridgetowne, Quezon City, on a graveyard shift schedule.