HR Service Delivery Manager

Our Clients; Philippines; On-site; PHP 5,625,000 - 9,375,000; Full time

Job summary

Our Clients is seeking an experienced HR service delivery leader to oversee US-focused HR operations across benefits, people operations, people experience and talent acquisition. You will drive service quality, coach teams, monitor SLAs and KPIs, and implement continuous improvements.

In this role, you partner with business and HR stakeholders to resolve issues, ensure compliant HR processes, and elevate the employee experience while serving as a senior escalation point for complex matters.

Qualifications

• 10+ years of HR experience, including 5+ years in HR Service Delivery.
• Experience overseeing multiple HR functions in a shared services or global HR environment.
• Strong knowledge of US HR processes, lifecycle, and service delivery.
• Excellent stakeholder management, problem-solving, communication, and leadership skills.

Responsibilities

• Oversee Benefits, People Operations, People Experience, and Talent Acquisition functions and ensure effective service delivery.
• Lead, coach, and manage HR teams to achieve service, quality, and performance objectives.
• Serve as escalation point and backup resource for complex employee and HR service matters.
• Monitor SLAs, KPIs, workload, and service quality; drive continuous improvement.
• Partner with business and HR stakeholders to resolve issues and improve employee experience.
• Ensure HR processes, policies, and documentation comply with US requirements.
• Identify process gaps and implement improvements, standardization, and efficiency initiatives.

Skills

Stakeholder management

Problem-solving

Communication

Leadership

Education

Bachelor's degree in HR or related field

Job description

Leads and oversees HR service delivery operations for the US, ensuring efficient, consistent, and high-quality support across key HR functions. Manages service performance, team effectiveness, process improvements, and stakeholder relationships while serving as a senior escalation point for complex HR matters.

Key Responsibilities:

• Oversee Benefits, People Operations, People Experience, and Talent Acquisition functions and ensure effective service delivery.
• Lead, coach, and manage HR teams to achieve service, quality, and performance objectives.
• Serve as the escalation point and backup resource for complex employee and HR service matters.
• Monitor SLAs, KPIs, workload, and service quality, driving continuous improvement.
• Partner with business and HR stakeholders to resolve issues and improve employee experience.
• Ensure HR processes, policies, and documentation are consistently applied and compliant with applicable US requirements.
• Identify process gaps and implement improvements, standardization, and efficiency initiatives.

Qualifications:

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• 10+ years of HR experience, with at least 5 years in HR Service Delivery and people management.
• Strong experience overseeing multiple HR functions, preferably in a shared services or global HR environment.
• Strong knowledge of US HR processes, employee lifecycle, and HR service delivery.
• Excellent stakeholder management, problem-solving, communication, and leadership skills.