Operations Support Team Leader

MicroSourcing International; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing International is seeking an Operations Support Team Leader in Metro Manila. This hybrid role leads a team across shifts (Day, Mid, Night), ensuring SLA-aligned delivery, administrative support, and robust HR processes within six client verticals.

You will oversee attendance tracking, client reporting, asset/inventory control, and backup coverage for Account Managers, reporting to the HR Admin Support Manager.

Qualifications

• Education: Bachelor’s Degree preferred in HR, Business Admin, Psychology, or related field.
• Minimum 2 years in supervision handling employee records, contracts, benefits administration, or inquiry resolution desks.
• Experience in a BPO/Shared Services environment serving multi-vertical or multi-account clients preferred.
• HRIS & Data Integrity: Hands-on experience maintaining HRIS databases with high accuracy in roster fixes and employee status changes.

Responsibilities

• Manage end-to-end employee records, contract changes, status updates, and exit documentation.
• Proactively track contract renewals, ensuring actions are taken at least 30 days prior to expiration.
• Drive complete onboarding and offboarding, from pre-employment requirements to exit clearances.
• Maintain HRIS accuracy, conduct regular data audits, and ensure compliance readiness.
• Oversee the HR helpdesk, resolving routine employee inquiries and routing complex cases to HR Business Partners.
• Administer corrective action documentation, including issuing policy advisories and coordinating improvement plan orientations.
• Review employee communications for policy alignment and promote internal training initiatives.
• Coordinate company-wide events, Annual Physical Exams (APE), and engagement initiatives.
• Support site clinic operations through supply forecasting and inventory management.
• Administer benefits, travel-mobility requests (visas, letters, provider follow-ups).
• Ensure team adherence to SLA targets across ticket routing, resolution speed, and data accuracy.

Skills

Leadership

HR policy

Data integrity

Office tools

Education

Bachelor’s Degree in HR/Business/ Psychology

Tools

Workday

SAP SuccessFactors

ServiceNow

Zendesk

Jira

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position:

Operations Support Team Leader

Location:

Metro Manila

Work setup & shift

Hybrid / Shifting

Why join MicroSourcing?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses


• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.


• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.


• Career Growth: Take advantage of opportunities for continuous learning and career advancement.


• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

The Operations Support Supervisor acts as a working Team Lead for one of three shift windows (Day, Mid, or Night), providing operational, process, and administrative support across six client verticals. Reporting directly to the HR Admin Support Manager, this role drives consistency and high-quality service delivery by leading a designated team within the Operations Support pool. The Supervisor ensures all key operational tasks—including attendance tracking, client reporting, asset and inventory control, meeting documentation, and Account Manager (AM) backup coverage—are executed accurately and strictly adhere to published Service Level Agreements (SLAs).

Key Responsibilities And Accountabilities

Employee Lifecycle & Records:

• Manage end-to-end employee records, contract changes, status updates, and exit documentation.


• Proactively track contract renewals, ensuring actions are taken at least 30 days prior to expiration.


• Drive complete onboarding and offboarding, from pre-employment requirements to exit clearances.


• Maintain HRIS accuracy, conduct regular data audits, and ensure compliance readiness.

Employee Relations & Support

• Oversee the HR helpdesk, resolving routine employee inquiries and routing complex cases to HR Business Partners.


• Administer corrective action documentation, including issuing policy advisories and coordinating improvement plan orientations.


• Review employee communications for policy alignment and promote internal training initiatives.

Benefits & Wellness Programs

• Coordinate company-wide people events, Annual Physical Exams (APE), and engagement initiatives.


• Support site clinic operations through supply forecasting and inventory management.


• Administer HMO, employee benefits, and travel-mobility requests (visas, letters, and provider follow-ups).

Operations & Performance Management

• Ensure team adherence to SLA targets across ticket routing, resolution speed, and data accuracy.


• Monitor aging requests and step in on complex cases before target timelines are breached.

Qualifications

• Education: Bachelor’s Degree is preferred in Human Resources, Business Administration, Psychology, or a related field.


• Minimum of 2 years of relevant experience in a supervisory, team lead, or senior specialist capacity managing employee records, contracts, benefits administration, or inquiry resolution desks.


• Experience in a BPO / Shared Services environment serving multi-vertical or multi-account clients preferred.


• HRIS & Data Integrity: Hands-on experience maintaining HRIS databases (e.g., Workday, SAP SuccessFactors) with a proven track record of maintaining high accuracy in roster fixes and employee status changes.


• Ticketing Systems: Operational familiarity with workflow and ticketing tools (e.g., ServiceNow, Zendesk, Jira) for ticket intake, routing, SLA tracking, and resolution management.


• Labor & Compliance Knowledge: Strong foundational knowledge of Philippine labor standards, contract management, exit clearance protocols, and administrative corrective-action compliance.


• MS Office / Google Workspace: Intermediate to advanced proficiency in Excel/Google Sheets (vlookups, data collation) and documentation tools.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply

Requirements: