Senior HR Operations Specialist

Bon Secours Mercy Health; Philippines; On-site; PHP 550,000 - 900,000; Full time

Benefits offered by this job

Comprehensive HMO medical coverage

Retirement plan

Group life and accident insurance

One-time Work From Home allowance

Connectivity allowance

Wellness allowance

Paid vacation and sick leave

SSS, PhilHealth and Pag-IBIG

Flexible working model

Mission-driven culture events

Learning and development programs

Career growth pathways

Collaborative office spaces

Job summary

Bon Secours Mercy Health Global Business Services – Manila is seeking a Senior HR Operations Specialist to resolve complex employee inquiries and drive operational excellence across HR processes for US-based associates.

In this role you will provide advanced service delivery, manage end-to-end HR case resolution, monitor quality and SLAs, and collaborate with leadership on staffing needs and process improvements.

Qualifications

• 3 to 5 years of experience in HR operations, shared services, contact center operations or high-volume BPO.
• Experience supporting U.S.-based employees or customers preferred.
• Knowledge of HR service delivery models required.
• Knowledge of employee case management processes required.
• Knowledge of workforce management, QA and calibration practices preferred.
• Strong communication, problem-solving and stakeholder management skills.

Responsibilities

• Resolve complex and escalated employee inquiries across benefits, payroll, leave administration and ER processes.
• Provide subject matter expertise and real-time guidance to HR Operations team members.
• Manage end-to-end resolution of sensitive HR cases with accuracy and compliance.
• Monitor case quality, audits and calibration activities.
• Ensure adherence to SLAs, HR policies and SOPs.
• Monitor workload, queue performance and service metrics.
• Collaborate with leadership to identify staffing needs and capacity planning.
• Coach team members through feedback, QA and knowledge-sharing.
• Maintain and improve knowledge management resources and documentation.
• Analyze inquiry trends to identify root causes and improvements.
• Support continuous improvement initiatives for efficiency and satisfaction.
• Ensure compliance with regulatory requirements and data privacy.
• Support onboarding and training for new team members.
• Collaborate with HR stakeholders to address operational challenges.

Skills

HR operations

Shared services

Case management

Quality assurance

Stakeholder management

Education

Bachelor's degree in HR or related field

Job description

Who we are

At Bon Secours Mercy Health Global Business Services – Manila, we believe your best is yet to come. Based in the Philippines, we partner with U.S.-based teams to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join a global team focused on meaningful healthcare impact.

Job Summary

The Senior HR Operations Specialist is responsible for resolving complex employee inquiries, providing advanced HR service delivery support and driving operational excellence across HR operations processes.

Operating within a Global Business Services environment, this role supports cross-functional collaboration, service quality, continuous improvement and a positive employee experience for U.S.-based associates.

What you'll do

• Resolve complex and escalated employee inquiries across benefits, payroll, leave administration and employee relations processes.

• Provide subject matter expertise and real-time guidance to HR Operations team members to support consistent service delivery.

• Manage end-to-end resolution of sensitive HR cases while ensuring accuracy, compliance and a high-quality employee experience.

• Monitor case quality and service performance through audits, case reviews and calibration activities.

• Ensure adherence to service level agreements, HR policies and established operating procedures.

• Monitor workload volumes, queue performance and service metrics to support operational effectiveness.

• Collaborate with leadership to identify staffing needs, demand trends and capacity planning opportunities.

• Coach team members through feedback sessions, quality reviews and knowledge-sharing activities.

• Maintain and improve knowledge management resources to ensure accurate and accessible process documentation.

• Analyze employee inquiry trends and operational data to identify root causes and recommend process improvements.

• Support continuous improvement initiatives that enhance efficiency, service quality and employee satisfaction.

• Ensure compliance with regulatory requirements, data privacy standards and case documentation expectations.

• Support onboarding and training activities for new team members and reinforce standard ways of working.

• Collaborate with HR stakeholders and business partners to address operational challenges and improve service outcomes.

Experience

• 3 to 5 years of experience in human resources operations, shared services, contact center operations or a high-volume business process outsourcing environment required.

• Experience supporting U.S.-based employees or customers preferred.

• Knowledge of HR service delivery models required.

• Knowledge of employee case management processes required.

• Knowledge of workforce management, quality assurance and performance calibration practices preferred.

• Knowledge of root cause analysis and continuous improvement methodologies preferred.

• Strong communication, problem-solving and stakeholder management skills required.

Education

• Bachelor's degree in Human Resources, Business Administration or a related field required.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance

• One-time Work From Home allowance, connectivity allowance and wellness allowance

• Paid vacation and sick leave

• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions

• Flexible working model based on role and business need

• Mission-driven culture events, outreach and service opportunities

• Learning and development programs, mentorship and career growth pathways

• Collaborative office spaces and engagement activities

Benefits may vary based on employment terms and role.