Supervisor HR Services

The HR Services Supervisor - HR Operations leads a team delivering employee lifecycle and HR transactional services across Preboarding, Probationary Administration, Employee Letters, Benefits Administration, Offboarding, PR/Invoice/reimbursement and other HR operations transactional activities in the future.

This role ensures timely, accurate, compliant, and employee-focused service delivery while driving operational excellence through process standardization, automation, continuous improvement, and performance management. The Supervisor partners with HR stakeholders, Centers of Excellence (COEs), 3rd party vendors, other functions to ensure consistent service execution and exceptional employee experience.

Responsibilities: Please list at least 5 duties/accountabilities .

Areas of Responsibilities

Measurement Criteria (Quantitative / Qualitative)

Percentage of time

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.

Operational KPI/Metrics:

SLA/OTD, Quality, FCR, CSAT, Backlog/Aging

- Coaching completion.

- Performance improvement actions completed.

- Cross-training/backup coverage established.

- New-hire onboarding completed.

- Critical/confidential transactions supported within required timelines.

70%

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.

Reduction in errors/rework

Corrective actions completed

20%

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.

Improvement/automation initiatives implemented.

Transition/KT milestone achieved

10%

Decision Making Responsibilities Please select the appropriate box which indicates the scope of decision making in the core area of responsibilities.

Decisions are made through standard operating procedures. Limits decision through instructions from superior.

Follows established routine. Some analysis is being exercised. Decisions are based on available guidelines or precedents.

Assignments are received in the form of results expected, there is freedom to decide on the procedures to follow.

Assignments are in the form of broad goals. There is broad latitude for decision making. Complex decisions and analysis are being made. Innovations and flexibility are being exercised.

Education & Certifications: Please note minimum and preferred requirements for education. This includes degree, specializations and certifications.

• Bachelor’s degree from a reputable educational institution

Requirements: Please list all experience required to perform this job. You may note some requirements as preferred.

• 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: Please list all competencies required to perform this job.

• 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

Years of Experience:

No Experience

1-3 years

3-5 years

5-7 years

7-10 years

10-15 years

15+ years