Manager/Senior Manager

1 week ago

Manila, National Capital Region, Philippines Fresenius Medical Care Full time
Manager/Senior Manager - HR Operations Contact Center

We are seeking an experienced and highly motivated Manager or Senior Manager to lead the United States HR Operations Tier I Contact Center team within our Global HR Shared Services function. This leadership role will oversee the day-to-day service delivery of Tier I HR support operations, focusing on excellence in case management, inquiry resolution, and employee experience.

The ideal candidate must possess deep experience in U.S. HR policies, practices, and regulatory requirements, with a proven track record in leading large-scale contact center operations in an HR shared services environment. A passion for continuous improvement, operational efficiency, and service excellence is essential.

Responsibilities
  • Lead, coach, and develop a team of HR Tier I Contact Center professionals handling high-volume employee inquiries for the U.S. population.
  • Oversee performance management, service level agreements (SLAs), and customer satisfaction (CSAT/NPS) metrics to ensure consistent, high-quality service delivery.
  • Drive operational excellence by implementing best practices in case management, call handling, escalation protocols, and resolution strategies.
  • Act as a point of escalation for complex Tier I issues and partner with HR Center of Excellence (CoE) teams for seamless issue resolution.
  • Collaborate closely with HR Business Partners, Payroll, Benefits, Compliance, and Technology teams to resolve systemic issues and improve processes.
  • Analyze trends and root causes of inquiries; propose and implement proactive solutions to reduce repeat contacts and increase first-contact resolution.
  • Ensure compliance with all U.S. federal, state, and local HR laws and company policies.
  • Champion continuous improvement initiatives and support the deployment of HR transformation programs and new technology rollouts (e.g., Workday, case management platforms).
  • Foster a positive and engaged team culture that aligns with organizational values and service excellence goals.
  • Prepare and deliver regular operational reports, insights, and presentations to senior leadership.
Qualifications
  • Bachelor's degree in Human Resources, Business Administration, or related field required; Master's degree or HR certification (PHR/SPHR/SHRM-CP/SHRM-SCP) preferred.
  • Minimum of 8–12 years of progressive HR Operations experience, with at least 5 years in a managerial role supporting U.S.-based employee populations.
  • Demonstrated expertise in managing Tier I HR Contact Center teams in a shared services environment.
  • Strong knowledge of U.S. labor laws, HR practices, and regulatory compliance.
  • Proven experience with HR technologies such as Workday, ServiceNow, or other case management and knowledge base platforms.
  • Exceptional people leadership, stakeholder management, and communication skills.
  • Strong analytical and problem-solving capabilities with a continuous improvement mindset.
  • Willingness and ability to work a late mid shift schedule (5:00 AM – 3:00 PM EST).
  • Experience supporting a large and geographically dispersed employee base (preferably >50,000 employees).
  • Prior exposure to global business services or regional HR shared services models.
  • Comfortable working in a fast-paced, metrics-driven environment.

#J-18808-Ljbffr

  • Senior Product Development Strategist

    6 days ago

    Manila, National Capital Region, Philippines beBeeProject Manager Full time ₱1,200,000 - ₱1,500,000

    Job Overview">">The Senior Product Go-to-Market Specialist oversees the entire product development process from inception to commercialization.">">Collaborating across functions and working closely with Supply Chain, Marketing, Operations, Technology, Brand, etc. ensures successful product launches.">Main Responsibilities:">">Contribute insights and...

  • Payroll Service Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines HR Manager Full time $40,000 - $60,000 per year

    Company DescriptionCDP Group, founded in 2004, is the leading HCM SaaS+ platform provider in China. We offer a comprehensive scenario-based offering that integrates cloud-based value-added services for payroll, benefits, talent acquisition, talent development, and workforce management. With over 900 customers spanning 45 key industry verticals, we are known...

  • Account Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $40,000 - $80,000 per year

    About GarretsGarrets International operates as a division of the wider Wrist Group and represents one of the maritime Industry's largest and most accomplished catering companies within provision and stores consumables through a global network of accredited suppliers. We operate from our headquarter in Nørresundby (Denmark), but also have branches in...

  • Supplier Relationship Manager

    1 week ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $70,000 - $120,000 per year

    Company DescriptionAbout Garrets InternationalGarrets Internationalis a part of the Wrist Group. It is an experienced, always exploring maritime service partner operating in more than 700 ports and serving 35,000 seafarers worldwide. For more than 30 years, we have provided full service of provision and stores, persistently fuelling better lives on board...

  • Senior General Accounting Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $40,000 - $80,000 per year

    Company DescriptionAbout WristWristis the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics,...

  • IT Service Desk Support

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $40,000 - $60,000 per year

    About Wrist Wrist is the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%. With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics, providing data...

  • Junior Commercial Executive

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $40,000 - $60,000 per year

    Company DescriptionAbout WristWristis the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics,...

  • Accounts Payable Team Lead

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $40,000 - $60,000 per year

    About Garrets International Garrets International is a part of the Wrist Group. It is an experienced, always exploring maritime service partner operating in more than 700 ports and serving 35,000 seafarers worldwide. For more than 30 years, we have provided full service of provision and stores, persistently fuelling better lives on board vessels across the...

  • BTO Purchaser

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $40,000 - $80,000 per year

    About WristWristis the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics, providing data...

  • Support Officer

    2 weeks ago

    Manila, National Capital Region, Philippines Global Process Manager Inc. Full time $40,000 - $60,000 per year

    About Garrets Garrets International operates as a division of the wider Wrist Group and represents one of the maritime Industry's largest and most accomplished catering companies within provision and stores consumables through a global network of accredited suppliers. We operate from our headquarter in Nørresundby (Denmark), but also have branches in...