The posting
Role Overview
The People Operations Lead is responsible for owning the integrity, efficiency, and compliance of all HR operational processes across the employee lifecycle.
This role serves as the central control point for HR service delivery, ensuring that all transactions, documentation, and case processes are executed accurately, consistently, and within defined service levels.
The People Operations Lead drives SLA compliance, process discipline, audit readiness, and continuous improvement, enabling the HR Business Partner team to focus on strategic and advisory work.
- You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
- Making sound decision-making and flexibility to ensure team dynamics and productivity.
- Hybrid work setup
- Competitive salary and benefits
- HMO + free dependent
- Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
HR Service Delivery & SLA Management
- Oversee execution of all HR operational processes, including:
- Employee movements (promotions, transfers, salary adjustments)
- Onboarding and offboarding processes
- Documentation (COEs, EAAs, employee records)
- Payroll-related coordination (payroll adjustments, final pay processing)
- Ensure 100% SLA compliance across all HR service requests and transactions
- Monitor volume, turnaround time, and service quality
Case Tracking, SLA Governance & Audit
- Maintain centralized tracking of all HR cases to ensure timely progress and closure
- Act as the control tower for SLA compliance of tickets, cases, and other HR transactions, ensuring visibility and follow-through
- Conduct regular audits of case documentation and procedural compliance
- Flag delays, risks, and SLA breaches, and escalate as necessary
- Support HRBPs by ensuring all procedural and documentation requirements are met
Process Optimization & Continuous Improvement
- Identify inefficiencies and gaps across HR processes
- Lead implementation of process improvements, standardization, and workflow enhancements
- Partner with HR systems/data teams to support automation and digitization initiatives
- Maintain and continuously improve SOPs, trackers, and operational guidelines
Compliance, Audit & Risk Management
- Ensure all HR operational processes comply with:
- Labor laws and regulatory requirements (e.g., DOLE)
- Internal policies and audit standards (e.g., ISO)
- Maintain audit-ready documentation and records
- Track and drive closure of audit findings and compliance gaps
- Partner with HRBPs to ensure end-to-end compliance in execution
Policy Administration & Governance
- Support implementation and administration of HR policies
- Ensure policies are properly documented, updated, and operationalized
- Monitor adherence and flag inconsistencies in execution
- Maintain centralized and accessible policy documentation
Extended Workforce Operations (Interns & Consultants)
- Oversee operational processes for:
- Internship programs (onboarding, tracking, evaluation coordination, offboarding)
- Consultant lifecycle (onboarding, documentation, contract tracking, offboarding)
- Ensure consistency, compliance, and proper documentation for non-employee workforce
Team Oversight & Stakeholder Coordination
- Provide day-to-day guidance to HR Operations team members
- Ensure consistency and quality of outputs across all deliverables
- Coordinate with HRBPs, Total Rewards, Finance, and other stakeholders
- Manage expectations on timelines, deliverables, and process requirements
- Operational Excellence & Process Discipline: Drives consistent, high-quality execution of HR processes with strong attention to detail and accuracy
- Systems Thinking & Process Optimization: Identifies inefficiencies and designs scalable, streamlined workflows and solutions
- SLA & Service Delivery Management: Ensures timely, reliable, and high-quality delivery of HR services in a high-volume environment
- Compliance & Risk Management: Maintains strong understanding of labor laws, policies, and audit requirements; ensures process compliance and audit readiness
- Data Tracking & Performance Monitoring: Uses data, trackers, and metrics to monitor performance, identify gaps, and drive improvements
- Problem-Solving & Continuous Improvement: Proactively addresses operational challenges and implements sustainable solutions
- Attention to Detail & Quality Control: Ensures accuracy and completeness of documentation, records, and transactions
- Stakeholder Coordination & Communication: Effectively collaborates with HRBPs, Compensation & Benefits, Finance, and other stakeholders to ensure smooth execution
- Accountability & Ownership: Takes full ownership of service delivery outcomes, SLA performance, and operational integrity
- At least 5 years of experience in HR Operations, Shared Services, or a similar function, with exposure to process improvement and service delivery management. Experience in a lead or supervisory capacity is highly preferred.
- HRIS and workflow automation tools (e.g., case management systems, employee lifecycle tracking, digital document management)
- Philippine labor laws and compliance requirements, particularly in employee lifecycle events (onboarding, movement, offboarding)
- Service delivery models, including shared services or centralized HR operations structures
- Process improvement methodologies (e.g., Lean, Six Sigma, or similar frameworks)
- HR data reporting and basic analytics to support service delivery insights and decision-making
- Change management principles, especially in supporting process transitions and organizational restructuring
- Compensation and benefits processes, particularly in coordination with Total Rewards and payroll-related workflows
- Audit and compliance practices (e.g., ISO standards, documentation controls, and internal audit readiness)
- Stakeholder management across multiple business units or functions
- Project management tools and practices for tracking deliverables, timelines, and cross-functional dependencies
- Exposure to HR Business Partnering or strategic HR work (e.g., workforce planning, organizational design, or leadership advisory)
