Supervisor HR Services

Leadership & Operations Management

•    Lead and supervise the HR Operations team responsible for Preboarding, Probationary Administration, Employee Letters, Company/Government Benefits, Offboarding, PR/Invoice/Reimbursement and other HR Operations transactions in the future.

•    Manage daily workload, priorities, case distribution, and team capacity to ensure timely and accurate service delivery.

•    Ensure operational metrics and service standards are consistently followed, including SLA/OTD, quality, productivity, backlog, FCR, and customer satisfaction targets.

•    Monitor team performance, provide regular coaching, and implement corrective or improvement actions when performance gaps are identified.

•    Serve as the primary escalation point and backup support for confidential transactions, urgent cases, sensitive employee transactions, and other critical HR-related requests requiring immediate attention or discretion.

•    Ensure transactions comply with established HR policies, procedures, controls, data privacy, and regulatory requirements.

•    Build team capability through cross-training, knowledge sharing, succession planning and continuous development.

•    Promote accountability, collaboration, customer service and a continuous improvement mindset.

•    Conduct on-board orientation of new Associates. Ensure use, execution, maintenance, and administration of the on-boarding process.

•    Prepare and communicate operational performance updates, risks, escalations, and improvement plans to HR Services leadership and key stakeholders.

Stakeholder Management

•    Partner with HRBPs, Talent Acquisition, Payroll, Benefits, HRIS, and other HR COEs and stakeholders to resolve operational issues and ensure seamless process handoffs.

Continuous Improvement, Projects and Transition

•    Support new process transitions, knowledge transfer, cross-training, and operational readiness to maintain appropriate team coverage and business continuity.

•    Maintain SOPs, work instructions, templates, and knowledge materials while driving process standardization, continuous improvement, automation, and operational efficiency.

•   Requirements:

Bachelor’s degree from a reputable educational institution

•    With at least 3-5 years’ experience in HR operations, HR shared services or HR Admin role +2 years’ experience in a supervisory or team leadership role.

•    Strong experience managing employee lifecycle transactions such as Preboarding, Probationary Administration, Employee Letters, Benefits Administration, Offboarding, Invoice/PR management and other HR operational processes.

•    Demonstrated experience in people leadership, coaching, performance management, workload/capacity management, and team development.

•    Strong understanding of HR operational metrics, including SLA/OTD, quality, productivity, backlog, FCR, and customer satisfaction.

•    Experience in HR systems and/or HR ticket tools (e.g., ServiceNow, Oracle).

•    Experience handling confidential, sensitive, urgent, and high-priority HR transactions and escalations.

•    Working knowledge of HR policies, internal controls, data privacy, compliance, and records management.

•    Strong stakeholder management and communication skills, with the ability to partner effectively with HRBPs, Talent Acquisition, Payroll, Benefits, HRIS, and other COEs.

•    Experience in process improvement, standardization, transition/knowledge transfer, and change management.

•    Strong analytical, problem-solving, and decision-making skills with the ability to identify root causes and implement corrective actions.

•    Experience supporting regional and global HR operations and working in a Shared Services environment is an advantage.

•    Proficiency in Microsoft Office/Excel and reporting tools; exposure to automation, AI, and digital HR solutions is an advantage.

Competencies:

•    Effectively manages workload, capacity, priorities, and resources to consistently achieve service targets.

•    Communicates clearly, manages escalations effectively, and promotes teamwork across functions.

•    Effectively manages changing priorities, new processes, and expanding HR Operations scope.

•    Demonstrates sound judgment and discretion when handling confidential, sensitive, and urgent HR matters.

•    Maintains a service-oriented mindset and ensures HR transactions and inquiries are handled accurately, professionally, and with consideration for the employee experience.

•    Identifies root causes, makes sound decisions, and takes timely corrective action.

•    Strong understanding of HR operations or HR Shared services model

•    Detail-oriented with strong organizational and project management skills.

•    Strong critical thinking and problem-solving skills

•    Ability to adapt to a fast-paced, dynamic environment and manage multiple priorities effectively.

•    Effective prioritization and time management