Operations Team Leader -HCM

Internationalseo; Quezon City; On-site; PHP 497,624 - 596,055; Full time

Job summary

A leading operations firm in Quezon City is seeking an Operations - Team Leader to oversee client engagements and manage team performance. You will require a minimum of 2 years of experience in a supervisory role, particularly in supporting HCM accounts. Strong analytical and coaching abilities are essential for this position. This role offers a competitive salary package and is on-site in a dynamic workplace environment.

Qualifications

• Minimum 2 years experience in a team lead or supervisory role (must have).
• Experience in supporting HCM accounts on Technical Support vertical (must have).
• Strong analytical, results-oriented, and process-driven mindset.
• Must have BPO experience.

Responsibilities

• Lead and deliver client engagements and coordinate with teams.
• Oversee quality of deliverables and manage team relationships.
• Participate in proposal development for business opportunities.
• Conduct root cause analyses and coach associates.

Skills

Leadership

Customer service

Analytical skills

Coaching

Communication

Education

Bachelor's degree

Tools

HCM Software (Workday, Kronos, etc.)

HRIS/HCM systems

Job description

On-site - Quezon City 1-3 Yrs Exp Bachelor Full-time

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Job Description

Position: Operations -Team Leader- HCM

Salary: up to 49k package

Work set up: On-site

Work shift: Shifting

Your Day-to-Day

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
• Provide excellent customer service and identify client needs.
• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
• Participate in proposal development for business opportunities.
• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
• Conduct root cause analyses and build corresponding action plans.
• Coach associates to meet KPIs and performance metrics.
• Manage team attrition and engagement.
• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
• Perform any other tasks assigned by leadership.
• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
• Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.
• Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

Qualifications

• Minimum 2 years experience in a team lead or supervisory role (must have).
• Experience in supporting HCM accounts (Workday, Kronos, Paychex, ADP, SAP, Oracle, Sage) on Technical Support vertical (must have).
• Software, Human Capital Management Software, Time and Payroll Software, AI for HR, and Workforce Trends is a must.
• Strong analytical, results-oriented, and process-driven mindset.
• Experience supporting new account launches, workflow stabilization, or transition projects.
• Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
• Ability to document processes accurately and ensure compliance with client expectations.
• Familiarity with HRIS/HCM, payroll support, workforce management systems (UKG, ADP, Workday, SAP success is a plus).
• Competent in root cause analysis, performance management, and data-driven decision-making.
• Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
• Strong written and verbal communication skills, especially for client-facing reporting and updates.
• Able to adapt quickly to evolving client requirements, especially during the stabilization period.
• Must have BPO experience.

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