HR and Operations Team Lead

3 days ago

San Pedro, Calabarzon, Philippines Yngen Holdings Group of Companies Full time ₱900,000 - ₱1,200,000 per year

Lead with Purpose We're looking for an HR & Operations Team Lead to drive people success and operational excellence. Be the bridge between strategy and execution—where people and performance thrive together.

What you'll do:

Administration

  • Monitor and ensure the timely and accurate submission of attendance records for all assigned team members.
  • Review, validate, and approve direct reports' requests in the HRIS (e.g., leave applications, shift adjustments, schedule change forms, corrections) within the prescribed timelines.
  • Serve as the first point of contact for agents with payroll-related concerns; coordinate with the Total Rewards or Payroll team for resolution and follow up until closure.
  • Assist team members in understanding their compensation and benefits, ensuring they are informed about HMO coverage, government-mandated benefits, and internal policies.
  • Coordinate and escalate Employee Relations (ER) concerns (e.g., behavioral issues, interpersonal conflicts, attendance patterns) to the HR team while providing initial documentation and support.
  • Ensure the team's compliance with company policies including but not limited to code of conduct, acceptable use policies, security protocols, and operational requirements.
  • Track and ensure timely submission of compliance requirements such as certificates, waivers, forms, or training acknowledgment sheets.

Performance Management:

  • Conduct structured one-on-one coaching sessions with each team member at least twice per month, focusing on performance metrics, behavior, quality of work, and attendance.
  • Document each coaching session using the prescribed coaching log and submit it on time for audit or review purposes.
  • Provide constructive feedback to agents on their strengths and areas for improvement, aligning discussions with KPI performance and individual development goals.
  • Monitor daily and weekly performance dashboards and escalate at-risk team members to the Operations Manager for intervention.
  • Perform side-by-side (SBS) sessions with agents at least twice a month using the standardized SBS evaluation form.
  • Provide immediate, actionable feedback and document results.
  • Assist in the implementation of performance improvement plans (PIPs) for low-performing agents, ensuring consistent follow-up and progress monitoring.

Talent Management and Engagement:

  • Participate in the validation of applicants for frontline positions by attending calibration sessions, reviewing applicant profiles, and conducting or observing interviews as assigned.
  • Contribute feedback on applicants' alignment with operational requirements, attitude, and trainability.
  • Organize and facilitate regular team huddles to discuss announcements, updates, process changes, and address team concerns.
  • Encourage open communication and create a safe space for feedback during meetings.
  • Actively support company-wide and sitewide engagement activities by ensuring full participation of team members and assisting with logistics or execution as needed.
  • Foster a culture of positivity, collaboration, and performance excellence through daily team engagement, informal check-ins, and celebration of milestones (e.g., birthdays, anniversaries, top performance).

Requirements:

  • At least 2 years in college or a vocational graduate
  • At least 2 years of experience as a Senior Agent or Subject Matter Expert
  • Experience in handling a team
  • Amenable to work onsite, shifting schedules

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