HR Manager (People Operations Manager)

Overview

HR Manager is the front door to People Operations for the Americas and is accountable for ensuring HR services are delivered with consistency, accuracy, responsiveness, and a strong employee experience. The role will oversee core operations, employee lifecycle execution, case and knowledge management, HR client requests, HR communications, regional programs, service performance, and escalation management.

Key Responsibilities

Global Standards, Alignment & Regional Partnership

Establish and drive global service delivery standards, governance expectations, and operating norms across regional People Operations teams.
Partner closely with EMEA and APAC POPs Regional Leads to ensure consistent execution of global processes, case practices, knowledge standards, and service expectations.
Identify regional differences, gaps, or inconsistencies and partner with regional leads to determine where localization is required versus where global standardization should apply.
Lead cross-regional forums or working sessions to align priorities, share insights, resolve operating model issues, and mature the global service delivery model.
Share best practices and lessons learned across regions to improve global service delivery performance.

HR Service Delivery Leadership

Own and lead HR Service Delivery across the Americas, ensuring consistent, high quality execution of HR operations and global processes at scale.
Serve as the regional leader for Service Delivery & Employee Experience, accountable for operational performance, service quality, employee experience, and delivery outcomes.
Lead the daily operating rhythm for the Americas team, including workload management, prioritization, escalations, service risks, and issue resolution.
Drive alignment between global standards and regional execution, ensuring consistency without compromising local regulatory or business requirements.

Day-to-Day Operations & Core Program Ownership

Own the delivery and performance of core HR service delivery programs, including:
Case Management through ServiceNow or equivalent platform
Knowledge Management and self-service enablement
HR Client Requests / Inquiry Management
HR Communications delivery and coordination
Employee lifecycle operations including onboarding, offboarding, mobility, transfers, and employee changes
Regional HR programs and compliance-related activities
Monitor quality and timeliness of work across the team, ensuring follow-through, SLA adherence, and issue resolution.

HR Systems, Case Management & Knowledge Platform Adoption

Drive disciplined use and adoption of HR systems, including Workday, ServiceNow, and other HR service delivery tools.
Own the effectiveness of case management and knowledge management practices, ensuring quality, usability, consistency, and timely updates.

Qualifications Experience

7–10+ years of experience in HR operations, HR service delivery, shared services, or People Operations.
Experience leading regional or global HR service delivery teams.
Proven ability to balance operational execution with continuous improvement, transformation, and change.
Bachelor's degree in Human Resources, Business Administration, or related field.
SHRM-SCP, SPHR, Project Management, or Lean Six Sigma certification preferred.
Strong experience with Workday and ServiceNow.
Experience with case management, knowledge platforms, service delivery tools, and operational reporting.
Experience using service metrics, dashboards, and reporting to manage performance and drive improvements.
Willing and able to work onsite in Bridgetowne, Quezon City, on a graveyard shift schedule.