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