HR Manager

The HR Manager is responsible for leading and overseeing the full spectrum of Human Resources, Talent Acquisition, Employee Relations, and People Operations for One Call Solutions (OCS).

This role ensures that the organization attracts, develops, engages, and retains qualified talent while maintaining effective HR systems, consistent policies, regulatory compliance, and a positive employee experience aligned with the company’s operational and business objectives.

The HR Manager serves as a strategic partner to leadership while maintaining a strong hands-on approach to day-to-day HR operations. The position requires an experienced and adaptable HR leader who can effectively balance strategic workforce planning, people management, compliance, employee engagement, recruitment, and operational execution within a fast-paced and growing BPO environment.

Roles & ResponsibilitiesA. Talent Acquisition & Recruitment

• Lead and manage the end-to-end recruitment process for all organizational levels, including agents, support staff, specialists, team leaders, managers, and other leadership positions.
• Develop and implement effective recruitment and sourcing strategies based on workforce plans, hiring forecasts, and operational requirements.
• Partner closely with Operations and Department Leaders to understand manpower requirements, position qualifications, hiring priorities, and target timelines.
• Oversee job postings, candidate sourcing, resume screening, initial interviews, assessments, endorsements, final interviews, job offers, and pre-employment activities.
• Establish and maintain a strong talent pipeline to support current and future hiring requirements.
• Ensure a professional, timely, and positive candidate experience throughout the recruitment process.
• Monitor and analyze recruitment performance through key metrics such as application volume, interview conversion, time-to-fill, hiring completion, source effectiveness, and early attrition.
• Manage employee referral programs, recruitment vendors, job platforms, and external recruitment partners as needed.
• Ensure recruitment documentation, candidate records, background checks, and pre-employment requirements comply with company standards and applicable regulations.
• Continuously evaluate and improve recruitment processes to increase hiring efficiency and quality of hire.

B. Onboarding & Offboarding

• Develop, implement, and continuously improve a structured and effective onboarding program for newly hired employees.
• Ensure employment contracts, pre-employment requirements, employee records, and other HR documentation are properly completed and maintained.
• Coordinate with Operations, Training, IT, Administration, Payroll, and other relevant departments to ensure new hires are fully prepared for their start date.
• Facilitate HR orientation and ensure new employees understand company policies, procedures, benefits, workplace expectations, and standards of conduct.
• Monitor new-hire progress and identify concerns that may affect employee integration or retention.
• Manage employee offboarding processes, including resignation documentation, clearances, company property accountability, exit interviews, and coordination of final pay requirements.
• Analyze exit interview findings and separation trends to identify opportunities for improving employee retention.

C. HR Operations & Employee Lifecycle Management

• Oversee day-to-day HR operations throughout the complete employee lifecycle, including:
• Employee records and personnel file management
• Attendance and leave administration
• Employee movements and status changes
• Promotions and transfers
• Performance documentation
• Disciplinary and corrective action tracking
• Employment documentation and records
• Ensure company policies, procedures, and workplace standards are implemented consistently and appropriately across departments.
• Serve as a key point of contact for employee concerns, grievances, workplace issues, and HR-related inquiries.
• Guide managers and supervisors in addressing employee relations matters in accordance with company policies and applicable labor regulations.
• Ensure proper documentation, investigation, due process, and recordkeeping for employee relations and disciplinary cases.
• Maintain accurate, organized, confidential, and updated employee records and HR documentation.

D. Employee Engagement, Culture & Retention

• Develop and lead initiatives that strengthen employee engagement, morale, workplace culture, and retention.
• Plan and implement employee recognition programs, engagement activities, internal initiatives, and company events.
• Partner with leadership and department heads to foster a professional, inclusive, collaborative, and high-performance workplace culture.
• Monitor employee feedback, engagement levels, attendance patterns, and attrition trends to identify areas for improvement.
• Develop and recommend retention strategies based on employee data, operational trends, and organizational needs.
• Support organizational change initiatives by helping employees and managers understand and adapt to changes in policies, processes, structures, or business requirements.
• Promote effective communication between employees, management, and leadership.

E. Performance Management & Employee Development

• Oversee the organization’s performance management process, including evaluation schedules, documentation, and completion tracking.
• Promote fair, consistent, measurable, and objective performance assessments across departments.
• Partner with managers to address performance gaps and develop appropriate coaching, performance improvement, or development plans.
• Identify organizational training and development needs in collaboration with Operations, Training, and Department Leaders.
• Support employee career development, succession planning, internal mobility, and leadership readiness initiatives.
• Assist in developing programs that strengthen employee capabilities, supervisory skills, and leadership development.

F. Compensation, Benefits & Payroll Coordination

• Oversee the administration of employee compensation and benefits programs in accordance with company policies.
• Support the development and maintenance of competitive and equitable salary structures based on company standards, internal equity, and relevant market benchmarks.
• Review and coordinate salary adjustments, promotions, incentives, allowances, and other compensation-related changes.
• Coordinate closely with Finance and Payroll to ensure accurate and timely processing of payroll-related employee information.
• Review employee movements, attendance-related information, and compensation changes that may affect payroll.
• Oversee employee benefits enrollment, updates, renewals, and communication.
• Address employee inquiries regarding compensation, benefits, payroll-related HR records, and applicable company programs.

G. Compliance, Policies & Labor Relations

• Ensure HR practices comply with applicable Philippine labor laws, DOLE requirements, government regulations, data privacy requirements, and company policies.
• Develop, review, update, and implement HR policies, procedures, guidelines, and the Employee Handbook.
• Ensure employees and managers are properly informed of HR policies and policy changes.
• Coordinate and support labor-related documentation, government reports, audits, inspections, and compliance requirements as necessary.
• Ensure appropriate due process is followed when managing employee disciplinary and labor-related matters.
• Maintain strict confidentiality and ensure proper handling and protection of employee and applicant information.
• Monitor relevant changes in employment regulations and recommend necessary policy or process updates to leadership.

H. HR Leadership, Strategy & Reporting

• Serve as a strategic HR partner to Executive Leadership, Operations, and Department Leaders.
• Develop HR strategies and workforce plans that support organizational growth, operational requirements, and long-term business objectives.
• Lead, coach, mentor, and manage members of the HR and Recruitment team.
• Establish clear HR team responsibilities, priorities, performance expectations, and service standards.
• Monitor HR and recruitment KPIs and ensure timely completion of departmental deliverables.
• Prepare and present HR reports, dashboards, workforce analytics, recruitment updates, attrition reports, and other people-related insights to leadership.
• Use HR data and workforce trends to identify risks, opportunities, and recommended actions.
• Evaluate and recommend HR systems, tools, technologies, and process improvements to increase efficiency, accuracy, and scalability.
• Support organizational planning, workforce expansion, restructuring, and other strategic business initiatives as required.

Job SpecificationsQualifications & Requirements

• Bachelor’s Degree in Human Resources Management, Psychology, Business Administration, Behavioral Science, or a related field.
• At least 5 years of progressive Human Resources experience, preferably within the BPO, Contact Center, Shared Services, or similar fast-paced environment.
• At least 3 years of experience in an HR leadership, supervisory, or managerial capacity.
• Strong experience in end-to-end recruitment and high-volume hiring.
• Demonstrated experience handling HR operations, employee relations, performance management, engagement, and policy implementation.
• Strong working knowledge of Philippine labor laws, DOLE requirements, due process, and HR best practices.
• Strong leadership and people-management capabilities with the ability to coach and develop HR team members.
• Excellent written and verbal communication skills.
• Strong interpersonal, stakeholder management, negotiation, and conflict-resolution skills.
• Ability to handle sensitive and confidential employee information with a high level of professionalism, discretion, and integrity.
• Strong organizational, analytical, problem-solving, and decision-making skills.
• Ability to manage multiple priorities and deadlines in a fast-paced and evolving work environment.
• Proactive, hands-on, adaptable, and results-oriented leadership approach.

Preferred Qualifications & Skills

• Experience supporting a start-up, rapidly growing, or scaling BPO/Contact Center operation.
• Experience building or improving HR processes, policies, systems, and organizational structures.
• Familiarity with HRIS, Applicant Tracking Systems (ATS), payroll systems, recruitment platforms, and HR reporting tools.
• Experience using HR data and workforce analytics to support management decisions.
• Strong executive communication and presentation skills.
• Strong stakeholder management skills with experience working directly with senior leadership and department heads.
• Experience managing high-volume recruitment and workforce expansion initiatives is highly preferred.

Pay: Php25,000.00 - Php40,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Flexible schedule
• Flextime
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person