HR Operations Team Lead

3 weeks ago

Manila, National Capital Region, Philippines Emapta Full time

Drive People Operations for the Future of Global Outsourcing

At Emapta, we've turnedoutsourcinginto a strategic advantage. By designing dedicated offshore teams tailored to each client's needs, we help businesses operate faster, smarter, and more efficiently—while giving professionals like you a platform to thrive. Recognized as one ofAsia's Best Companies to Work For, we don't just deliver talent—we build environments where talent grows. If you're ready to shape HR operations that fuel real business impact, you'll fit right in with how we work.

Job Description

As anHR Operations Team Lead - Employee Services, you'll lead frontline support, resolve employee inquiries, and manage tier 1 & 2 escalations. You'll collaborate with Subject Matter Experts, ensure seamless HR operations, and uphold key metrics—driving exceptional employee experiences through strong service orientation and deep HR process expertise.

Job Overview

Employment Type: Full-Time

Shift: Mon–Fri (Semi-Flxible), Weekends Off

Work Setup: Hybrid (Ortigas/Makati)

Exciting Perks Await

  • HMO coverage with free dependent upon regularization
  • Competitive Salary Package
  • Hybrid work arrangement
  • Prime office locations in Ortigas and Makati (Easy access to MRT stations, restaurants, and banks)
  • Fixed weekends off
  • Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
  • Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
  • Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
  • Unlimited opportunities for employee referral incentives across the organization
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Career growth opportunities
  • Diverse and supportive work environment

The Qualifications We Seek

  • At least2 years of experiencein asupervisory or team lead role, specifically inHR operations, employee services, and benefits administration
  • Over2 years of experienceincustomer service,helpdesk support, orbasic HR functions
  • Excellent administrative and organizational skills with strong attention to detail
  • Strong work ethic anchored in integrity, accuracy, and quality
  • Advanced proficiency in MS Excel, including report creation and data analysis
  • Knowledge of multiple HR disciplines across various geographies (e.g., compensation and benefits, employee relations, legal compliance)
  • Ability to follow standard operating procedures with a high degree of accuracy
  • Working knowledge of case management tools, HRIS, and timekeeping systems
  • High level of integrity, honesty, and a strong commitment to confidentiality
  • Ability to work effectively in a fast-paced, virtual environment
  • Excellent multi-tasking skills and adaptability to diverse and evolving issues
  • Resourcefulness and strong decision-making and research abilities
  • Excellent verbal and written communication skills in English
  • Customer-focused mindset with a passion for delivering top-tier service
  • Open, honest, and empathetic communication style in all interactions

Your Daily Tasks

  • Provide timely responses, recommendations, and quality resolutions to HR queries on products and services, ensuring efficiency is maintained
  • Minimize escalations by categorizing inquiries based on priority and assigning/escalating cases to the appropriate team for resolution
  • Coordinate and collaborate with relevant teams to deliver the best possible resolution to employee concerns
  • Maintain accurate tracking of case actions through daily monitoring, follow-ups, and full ownership of assigned cases
  • Adhere to security policies and procedures, ensuring the confidentiality and integrity of employee data
  • Identify challenges in tools, systems, or processes, and recommend or escalate solutions to management
  • Handle inbound and outbound concerns via email, chat, ticketing tools, and calls
  • Ensure a positive employee experience and deliver high-quality service across all touchpoints
  • Act as the first point of contact for employee inquiries submitted through HR tools (e.g., CHEER)
  • Gather relevant and detailed information to resolve employee queries efficiently
  • Meet objectives defined in performance metrics
  • Attend, participate in, and complete required training and assessments to stay up to date on role-specific knowledge
  • Comply with attendance and scheduling requirements
  • Demonstrate respect in all interactions with colleagues and management
  • Take initiative in personal development and continuous learning
  • Deliver exceptional support with a focus on resolution and professionalism
  • Take ownership in achieving productivity, quality, and resolution targets
  • Maintain and improve quality results by following standards and suggesting process improvements
  • Oversee day-to-day transactions, ensuring the team meets agreed SLA targets
  • Handle escalations, provide timely coaching, conduct performance reviews, and lead daily huddles for team updates and performance alignment
  • Submit daily performance reports against set SLA and productivity targets

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of theTop 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. Apply now and be part of the#EmaptaEra

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