HR Operations & Client Relations Lead | Graveyard Shift

CPS Asia Pacific; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

CPS Asia Pacific is hiring an HR Operations & Client Relations Lead to oversee HR service delivery for client accounts in a fast-paced BPO environment.

You will manage HR operations, employee relations, client management, and reporting, while ensuring compliance with Philippine labor regulations and company policies.

Qualifications

• Bachelor's degree in HR, psychology, business administration, or related field
• 5+ years progressive HR operations/administration experience
• 2+ years in senior/supervisory/client-facing role
• Experience managing HR services for clients or multiple units
• Experience with HR reporting, dashboards, and client presentations

Responsibilities

• Oversee day-to-day HR operations for assigned client accounts
• Manage employee records, contracts, and HR documents for accuracy
• Lead onboarding, transfers, promotions, and lifecycle events
• Coordinate processing of employment certificates and government forms
• Partner with Payroll and Finance to resolve data and payroll issues
• Provide HR guidance on policies and labor regulations to clients and management
• Maintain HR dashboards and deliver workforce analytics for reviews
• Handle employee relations cases with discretion and confidentiality
• Manage client escalations and ensure SLA adherence
• Support audits and compliance checks across client accounts

Skills

HR operations

Client relations

Employee relations

Stakeholder management

Leadership

Education

Bachelor's degree in HR/Business

Tools

HRIS

Payroll platforms

ATS

Job description

HR Operations & Client Relations Lead | Graveyard Shift

We are looking for an experienced HR Operations & Client Relations Manager to oversee HR service delivery for assigned client accounts. This role combines HR operations, employee relations, client management, compliance, and workforce reporting to ensure employees and clients receive timely, accurate, and reliable HR support.

The successful candidate will serve as a trusted HR partner to both clients and employees, handling day-to-day HR requirements while also taking ownership of complex employee concerns, operational issues, and client escalations. The role requires strong business judgment, excellent stakeholder management, and the ability to independently manage multiple priorities in a client-facing environment.

Experience in BPO, HR outsourcing, EOR, RPO, shared services, HR consulting, or managed services environments is highly preferred.

Key Responsibilities

HR Operations & Administration

Manage day-to-day HR operations and administrative requirements for assigned employees and client accounts

Ensure employee records, personnel files, HR databases, contracts, and employment documents are complete and up to date

Oversee employee lifecycle activities, including onboarding, regularization, transfers, promotions, internal movements, and separation

Coordinate the timely processing of employment certificates, verification requests, government forms, and other HR documents

Monitor attendance, leave records, employee movements, and other workforce-related information

Partner with Payroll and Finance to resolve employee data and payroll-related concerns

Review existing HR processes and recommend improvements to increase efficiency, accuracy, and service quality

Employee Relations & HR Advisory

Serve as a senior point of contact for employee concerns, workplace issues, and HR-related inquiries

Provide guidance on company policies, procedures, employee practices, and workplace matters

Manage employee relations cases with discretion, fairness, and confidentiality

Conduct or support investigations involving grievances, policy violations, disciplinary concerns, and other workplace issues

Prepare and review HR documentation related to employee relations cases and disciplinary processes

Provide HR recommendations to management and clients based on company policies and applicable labor regulations

Ensure HR practices are consistent with the Philippine Labor Code and relevant employment regulations

Support employee engagement, retention, and workplace initiatives

Client Account Management

Serve as the main HR contact for assigned client accounts

Establish strong working relationships with client HR, Operations, and management representatives

Understand client requirements and translate them into effective HR service solutions

Monitor service commitments and ensure agreed deliverables and SLAs are consistently met

Manage escalations and provide timely, practical, and professional resolutions

Conduct regular client meetings or account reviews to discuss workforce concerns, service performance, and improvement opportunities

Proactively identify potential service issues and address them before they affect client satisfaction

Coordinate with internal HR, Recruitment, Payroll, and Operations teams to ensure consistent service delivery

Contribute to client retention by maintaining high service standards and strong stakeholder relationships

HR Reporting & Workforce Analytics

Oversee the preparation and submission of recurring HR reports for assigned accounts

Validate workforce data and ensure reports are accurate, complete, and submitted within agreed timelines

Monitor and analyze key workforce indicators such as:

Headcount

Attendance and absenteeism

Employee movements

Recruitment and onboarding progress

Attrition and turnover

Employee relations cases

HR compliance metrics

Other client-specific workforce indicators

Maintain HR dashboards and provide insights that support workforce and business decisions

Prepare presentations and management reports for client meetings and business reviews

Identify workforce trends and recommend actions to improve employee retention, operational efficiency, and service delivery

Compliance & Risk Management

Ensure HR processes and documentation comply with company policies and applicable Philippine employment regulations

Monitor statutory requirements involving SSS, PhilHealth, Pag-IBIG, BIR, and DOLE

Maintain proper confidentiality and handling of employee and client information

Support internal and external audits, compliance checks, and documentation reviews

Coordinate with government agencies and other relevant stakeholders when necessary

Identify potential HR risks and elevate significant concerns to the appropriate management level

Provide guidance and coaching to HR administrators and junior team members

Review work outputs to ensure accuracy, quality, and compliance with established procedures

Take ownership of complex HR and client issues and drive them through to resolution

Identify opportunities to improve HR workflows, reporting, documentation, and service delivery

Assist in developing and standardizing HR policies, procedures, templates, and operational controls

Act as a senior escalation point for employee, client, and HR operational concerns

Qualifications

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

At least 5 years of progressive experience in HR Operations, HR Administration, Employee Relations, Client Relations, or a related HR function

At least 2 years of experience in a senior, supervisory, lead, or client-facing capacity

Proven experience managing HR services for clients, accounts, or multiple business units

Strong background in employee relations, HR documentation, and handling sensitive workplace concerns

Experience in one or more of the following environments is highly preferred:

BPO

Employer of Record (EOR)

HR Outsourcing

Recruitment Process Outsourcing (RPO)

HR Consulting

Shared Services

Managed Services

Professional Services

Working knowledge of the Philippine Labor Code and statutory requirements, including SSS, PhilHealth, Pag-IBIG, BIR, and DOLE

Experience preparing HR reports, workforce analytics, dashboards, and client presentations

Proficiency in Microsoft Excel, Word, PowerPoint, and Google Workspace

Familiarity with HRIS, payroll platforms, ATS, ticketing systems, or other HR technology is an advantage