Senior HR Administrator – Client Relations | Night Shift

Senior HR Administrator – Client Relations

Job Summary

We are seeking an experienced and highly capable Senior HR Administrator – Client Relations to oversee HR administration, employee relations, client servicing, and HR reporting for assigned accounts.

This role serves as a senior-level HR business partner and primary point of contact for clients and employees, ensuring that HR services are delivered accurately, efficiently, and in accordance with agreed service standards and Philippine labor regulations.

The successful candidate will have strong experience in HR Administration, Employee Relations, Client Management, HR Operations, and HR reporting, preferably gained from the BPO, HR Outsourcing, Employer of Record (EOR), RPO, Shared Services, HR Consulting, or Managed Services environment.

The position requires a mature professional with strong leadership, stakeholder management, problem-solving, and decision-making skills, capable of independently managing multiple client accounts and handling sensitive employee matters.

Key Responsibilities

1. Senior HR Administration & Operations

• Oversee end-to-end HR administrative activities for assigned employees and client accounts.
• Ensure the accuracy and completeness of employee records, HR databases, personnel files, and employment documentation.
• Review and oversee employment contracts, onboarding documents, employee movement documentation, and other HR-related records.
• Manage and monitor employee onboarding, regularization, transfers, promotions, movement, and separation processes.
• Ensure timely processing of employment certificates, verification requests, government forms, and other HR documentation.
• Monitor attendance, leave records, employee movements, and other HR operational requirements.
• Coordinate closely with Payroll and Finance to ensure accurate employee data and timely resolution of payroll-related concerns.
• Identify process gaps and recommend improvements to strengthen HR operational efficiency.

2. Employee Relations & HR Advisory

• Serve as a senior HR point of contact for employee concerns, workplace issues, and day-to-day HR matters.
• Provide guidance to employees and stakeholders regarding company policies, procedures, and employment-related concerns.
• Handle employee relations cases with professionalism, confidentiality, and sound judgment.
• Support and, when appropriate, lead investigations involving employee concerns, policy violations, grievances, and disciplinary matters.
• Prepare and review notices, documentation, investigation records, and other employee relations materials.
• Provide recommendations to HR Management and clients on appropriate actions for employee-related cases.
• Ensure HR practices are aligned with the Philippine Labor Code and applicable statutory requirements.
• Support employee engagement, retention, and workplace initiatives.

3. Client Relationship Management

• Act as the primary senior HR point of contact for assigned client accounts.
• Build and maintain strong, long-term relationships with client stakeholders, including HR, Operations, and Management representatives.
• Understand client requirements and translate them into effective HR service delivery.
• Manage client expectations and ensure all agreed deliverables and service-level agreements (SLAs) are consistently achieved.
• Handle escalated client concerns and provide timely, professional, and solution-oriented responses.
• Conduct regular client check-ins and business reviews to assess satisfaction, identify service gaps, and recommend improvements.
• Proactively identify potential client concerns and address them before they escalate.
• Collaborate with internal teams to ensure seamless delivery of HR, recruitment, payroll, and employee support services.
• Contribute to client retention and account growth through strong service delivery and relationship management.

4. Client Reporting & HR Analytics

• Oversee the preparation and timely submission of recurring HR reports to assigned clients.

• Review reports for accuracy, completeness, and consistency prior to client submission.

• Prepare and analyze reports covering:

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

• Maintain HR reporting dashboards and provide meaningful insights based on HR data.

• Prepare management presentations and client business review materials when required.

• Identify trends and provide recommendations to improve workforce management, employee retention, and service delivery.

5. Compliance & Risk Management

• Ensure HR documentation and processes comply with company policies and applicable Philippine labor regulations.
• Maintain confidentiality and proper handling of sensitive employee and client information.
• Monitor statutory and HR compliance requirements involving SSS, PhilHealth, Pag-IBIG, BIR, and DOLE.
• Support internal and external HR audits and compliance reviews.
• Coordinate with government agencies and relevant stakeholders when required.
• Identify potential HR compliance risks and escalate critical matters to HR Management.

6. Leadership & Process Improvement

• Provide guidance and mentorship to junior HR team members and HR administrators.
• Review work outputs and provide coaching to ensure quality and compliance with established processes.
• Take ownership of complex HR and client-related issues and drive them toward resolution.
• Recommend and implement improvements to HR processes, documentation, reporting, and client service delivery.
• Support the development and standardization of HR policies, procedures, templates, and operational controls.
• Serve as a senior escalation point for HR operational and employee-related matters.

Qualifications

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

• Minimum of 5 years of progressive experience in HR Administration, HR Operations, Employee Relations, and/or Client Relations.

• At least 2 years of experience in a senior, supervisory, account management, or lead capacity is strongly preferred.

• Strong experience in client-facing HR operations and stakeholder management.

• Proven experience handling employee relations cases, HR documentation, and sensitive employee concerns.

• Strong background in one or more of the following industries:

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

• Solid working knowledge of Philippine Labor Code and statutory compliance, including SSS, PhilHealth, Pag-IBIG, BIR, and DOLE requirements.

• Experienced in preparing and analyzing HR reports, workforce metrics, and client dashboards.

• Proficient in Microsoft Excel, Word, PowerPoint, and Google Workspace.

• Experience with HRIS, payroll systems, ATS, ticketing systems, or other HR technology is an advantage.

Preferred Competencies

• Strong leadership and people management skills
• Excellent verbal and written English communication
• Strong client and stakeholder management skills
• High level of professionalism and business maturity
• Excellent problem-solving and decision-making abilities
• Strong conflict resolution and employee relations skills
• Highly organized with exceptional attention to detail
• Ability to manage multiple client accounts and competing priorities
• Strong analytical and reporting capabilities
• Ability to work independently with minimal supervision
• Strong sense of ownership and accountability
• Ability to handle confidential and sensitive information with discretion
• Customer-service and solutions-oriented mindset
• Ability to influence stakeholders and build long-term professional relationships