HR Service Delivery Manager for a start-up Shared Services c/o JFI

John Clements Consultants, Inc.; Quezon City; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

John Clements Consultants, Inc. is seeking an experienced HR Service Delivery Manager to lead day-to-day HR services across multiple functions within the Global Business Center.

You will oversee a multidisciplinary HR team, ensuring accurate, employee-focused service delivery while partnering with U.S.-based HR leaders in a global matrix. The ideal candidate has 10+ years in HR, 5+ years of people leadership, experience with HR processes, metrics, and transformations, and proficiency in

Qualifications

• Bachelor's degree required in a related field.
• 10+ years of progressive HR experience, preferably in operations or shared services.
• At least 5 years of people leadership experience.
• Experience managing HR processes, service metrics, and multiple priorities.
• Experience in Shared Services, Global Business Center, or centralized HR.
• Experience with US-based or geographically distributed HR teams is a plus.
• Experience in HR transformation, automation, or service transitions is an advantage.
• Proficient in Microsoft Office and comfortable with HR systems and reporting.

Responsibilities

• Lead and manage day-to-day HR service delivery across multiple HR functions.
• Coach, develop, and build capabilities of HR team members.
• Establish and monitor service standards, KPIs, and workflows.
• Partner with US-based HR leaders to align operations with global priorities.
• Monitor volumes, turnaround time, backlog, and operational performance.
• Drive process improvement, standardization, automation, and HR tech initiatives.
• Support transition and stabilization of additional HR services into the GBC.
• Ensure SOPs, documentation, compliance, data security, and confidentiality.
• Provide leadership with updates on performance, risks, and capacity.

Skills

People leadership

HR Operations

Process improvement

HR technology

Data reporting

Education

Bachelor's degree

Tools

Microsoft Office

Job description

About the role

The HR Service Delivery Manager will lead the day-to-day delivery of HR services through the Global Business Center. The role will oversee a multidisciplinary HR team supporting People Experience, People Operations, HR Technology, Talent Acquisition, Benefits, and other HR services. The Manager will ensure efficient, accurate, consistent, and employee-focused service delivery while partnering with U.S.-based HR leaders in a matrixed global environment.

Key responsibilities

• Lead and manage day-to-day HR service delivery across multiple HR functions.

• Manage team performance, workload, capacity, resource allocation, and service coverage.

• Coach, develop, and build the capabilities of HR team members.

• Establish and monitor service standards, KPIs, quality controls, workflows, and escalation processes.

• Partner with U.S.-based HR functional leaders to align GBC operations with global HR priorities and standards.

• Monitor service volumes, turnaround time, backlog, quality, and operational performance.

• Drive process improvement, standardization, automation, and HR technology initiatives.

• Support the transition, implementation, and stabilization of additional HR services into the GBC.

• Ensure SOPs, documentation, compliance, data security, and confidentiality requirements are maintained.

• Provide leadership with updates on service performance, risks, capacity, and operational issues.

About you

• Bachelor's degree graduate

• At least 10 years of progressive HR experience, preferably in HR Operations, Shared Services, Employee Services, or HR Service Delivery.

• At least 5 years of people leadership or management experience.

• Experience managing HR processes, service metrics, operational controls, and multiple priorities.

• Experience in a Shared Services, Global Business Center, or centralized HR environment.

• Experience working with U.S.-based or geographically distributed HR teams is a plus

• Experience in HR technology, process improvement, automation, HR transformation, or service transitions is an advantage.

• Proficient in Microsoft Office and comfortable working with HR systems, data, and reporting.

• Willing to work onsite (Bridgetowne, Quezon City) and night shift