Senior HR Operations Specialist — Process Improvement & Impact

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

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.