HR Operations & Client Relations Lead | Graveyard Shift

About the Role

We are looking for an experienced HR Operations & Client Relations Manager to oversee HR service delivery for assigned client accounts. This role combines HR operations, employee relations, client management, compliance, and workforce reporting to ensure employees and clients receive timely, accurate, and reliable HR support.

The successful candidate will serve as a trusted HR partner to both clients and employees, handling day-to-day HR requirements while also taking ownership of complex employee concerns, operational issues, and client escalations. The role requires strong business judgment, excellent stakeholder management, and the ability to independently manage multiple priorities in a client-facing environment.

Experience in BPO, HR outsourcing, EOR, RPO, shared services, HR consulting, or managed services environments is highly preferred.

Key Responsibilities

HR Operations & Administration

• Manage day-to-day HR operations and administrative requirements for assigned employees and client accounts
• Ensure employee records, personnel files, HR databases, contracts, and employment documents are complete and up to date
• Oversee employee lifecycle activities, including onboarding, regularization, transfers, promotions, internal movements, and separation
• Coordinate the timely processing of employment certificates, verification requests, government forms, and other HR documents
• Monitor attendance, leave records, employee movements, and other workforce-related information
• Partner with Payroll and Finance to resolve employee data and payroll-related concerns
• Review existing HR processes and recommend improvements to increase efficiency, accuracy, and service quality

Employee Relations & HR Advisory

• Serve as a senior point of contact for employee concerns, workplace issues, and HR-related inquiries
• Provide guidance on company policies, procedures, employee practices, and workplace matters
• Manage employee relations cases with discretion, fairness, and confidentiality
• Conduct or support investigations involving grievances, policy violations, disciplinary concerns, and other workplace issues
• Prepare and review HR documentation related to employee relations cases and disciplinary processes
• Provide HR recommendations to management and clients based on company policies and applicable labor regulations
• Ensure HR practices are consistent with the Philippine Labor Code and relevant employment regulations
• Support employee engagement, retention, and workplace initiatives

Client Account Management

• Serve as the main HR contact for assigned client accounts
• Establish strong working relationships with client HR, Operations, and management representatives
• Understand client requirements and translate them into effective HR service solutions
• Monitor service commitments and ensure agreed deliverables and SLAs are consistently met
• Manage escalations and provide timely, practical, and professional resolutions
• Conduct regular client meetings or account reviews to discuss workforce concerns, service performance, and improvement opportunities
• Proactively identify potential service issues and address them before they affect client satisfaction
• Coordinate with internal HR, Recruitment, Payroll, and Operations teams to ensure consistent service delivery
• Contribute to client retention by maintaining high service standards and strong stakeholder relationships

HR Reporting & Workforce Analytics

• Oversee the preparation and submission of recurring HR reports for assigned accounts

• Validate workforce data and ensure reports are accurate, complete, and submitted within agreed timelines

• Monitor and analyze key workforce indicators such as:

  • Headcount
  • Attendance and absenteeism
  • Leave utilization
  • Employee movements
  • Recruitment and onboarding progress
  • Attrition and turnover
  • Employee relations cases
  • HR compliance metrics
  • Other client-specific workforce indicators

• Maintain HR dashboards and provide insights that support workforce and business decisions

• Prepare presentations and management reports for client meetings and business reviews

• Identify workforce trends and recommend actions to improve employee retention, operational efficiency, and service delivery

Compliance & Risk Management

• Ensure HR processes and documentation comply with company policies and applicable Philippine employment regulations
• Monitor statutory requirements involving SSS, PhilHealth, Pag-IBIG, BIR, and DOLE
• Maintain proper confidentiality and handling of employee and client information
• Support internal and external audits, compliance checks, and documentation reviews
• Coordinate with government agencies and other relevant stakeholders when necessary
• Identify potential HR risks and escalate significant concerns to the appropriate management level

Leadership & Continuous Improvement

• Provide guidance and coaching to HR administrators and junior team members
• Review work outputs to ensure accuracy, quality, and compliance with established procedures
• Take ownership of complex HR and client issues and drive them through to resolution
• Identify opportunities to improve HR workflows, reporting, documentation, and service delivery
• Assist in developing and standardizing HR policies, procedures, templates, and operational controls
• Act as a senior escalation point for employee, client, and HR operational concerns

Qualifications

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

• At least 5 years of progressive experience in HR Operations, HR Administration, Employee Relations, Client Relations, or a related HR function

• At least 2 years of experience in a senior, supervisory, lead, or client-facing capacity

• Proven experience managing HR services for clients, accounts, or multiple business units

• Strong background in employee relations, HR documentation, and handling sensitive workplace concerns

• Experience in one or more of the following environments is highly preferred:

  • BPO
  • Employer of Record (EOR)
  • HR Outsourcing
  • Recruitment Process Outsourcing (RPO)
  • HR Consulting
  • Shared Services
  • Managed Services
  • Professional Services

• Working knowledge of the Philippine Labor Code and statutory requirements, including SSS, PhilHealth, Pag-IBIG, BIR, and DOLE

• Experience preparing HR reports, workforce analytics, dashboards, and client presentations

• Proficiency in Microsoft Excel, Word, PowerPoint, and Google Workspace

• Familiarity with HRIS, payroll platforms, ATS, ticketing systems, or other HR technology is an advantage