HR SERVICE DELIVERY MANAGER – HEALTHCARE / HR SHARED SERVICES

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

Job summary

Private Advertiser is seeking an experienced HR Service Delivery Manager to lead end-to-end outsourced HR operations for clients in the healthcare industry.

This leadership role manages HR service delivery teams, maintains strong client relationships, ensures compliance with SLAs, and drives operational excellence across multiple HR functions.

Qualifications

• Significant experience in HR service delivery, shared services, outsourcing, or HR BPO.

Responsibilities

• End-to-End HR Service Delivery: oversee outsourced HR operations for external healthcare clients.
• HR Operations Management: lead EDM, C&B, Payroll, and Learning Services.
• Client Relationship Management: act as primary contact, manage escalations, maintain satisfaction.
• SLA and KPI Management: monitor SLAs, KPIs, productivity, turnaround times, and quality.

Skills

HR service delivery

HR shared services

HR outsourcing

leadership

client relationship management

Job description

HR SERVICE DELIVERY MANAGER – HEALTHCARE / HR SHARED SERVICES

Location: Quezon City
Work Arrangement: Onsite
Schedule: Night Shift

About the Role

We are looking for an experienced HR Service Delivery Manager to lead end-to-end outsourced HR operations for clients in the healthcare industry.

This leadership role is responsible for managing HR service delivery teams, maintaining strong client relationships, ensuring compliance with service-level agreements (SLAs), and driving operational excellence across multiple HR functions.

The ideal candidate has a strong background in HR Shared Services, HR Operations, HR Outsourcing, or Business Process Outsourcing (BPO), with experience managing client-facing service delivery and teams supporting essential HR processes.

Key Responsibilities

• End-to-End HR Service Delivery: Oversee outsourced HR operations and ensure consistent, accurate, and timely delivery of services to external healthcare clients.

• HR Operations Management: Lead service delivery across Employee Data Management (EDM), Compensation and Benefits (C&B), Payroll, and Learning Services.

• Client Relationship Management: Serve as a key point of contact for healthcare clients, address escalations, manage expectations, and maintain high levels of client satisfaction.

• SLA and KPI Management: Monitor service-level agreements, key performance indicators, productivity, turnaround times, and quality standards.

• Team Leadership and Development: Lead HR practitioners, team leaders, and operational teams while ensuring effective workload distribution, performance management, and employee development.

• Service Quality and Compliance: Ensure HR processes meet established service standards, contractual commitments, and applicable compliance requirements.

• Escalation and Risk Management: Resolve complex operational issues, conduct root-cause analysis, and implement corrective actions to prevent recurring problems.

• Continuous Improvement: Identify opportunities to streamline HR processes, improve operational efficiency, and implement service transformation or automation initiatives.

• Operational Planning: Oversee resource allocation, workforce capacity, and operational performance to support efficient and scalable service delivery.

• Stakeholder Collaboration: Partner with internal teams and client stakeholders to align HR service delivery with business requirements and service objectives.

Qualifications

• Significant experience in HR Service Delivery, HR Shared Services, HR Operations, HR Outsourcing, or HR Business Process Outsourcing (HR BPO).

• Experience in the healthcare industry, preferably supporting external healthcare clients through outsourced HR services.

• Proven experience managing end-to-end HR service operations in a client-facing environment.

• Background overseeing multiple HR service lines, such as Employee Data Management, Compensation and Benefits, Payroll, and Learning Services.

• Experience leading HR practitioners, operational teams, and team leaders.

• Strong understanding of SLA and KPI management, service quality, operational performance, and client satisfaction.

• Demonstrated ability to manage client relationships, resolve escalations, and conduct service performance reviews.

• Experience in process improvement, workforce planning, capacity management, and operational efficiency.

• Excellent leadership, communication, analytical, and stakeholder management skills.