The HR Business Partner (HRBP) acts as a strategic and operational partner to business leaders, supporting workforce planning, employee relations, performance management, and engagement in a high-volume BPO environment. The role balances hands-on HR execution with business advisory, ensuring people strategies directly support operational goals, client commitments, and delivery excellence.
Key Responsibilities
1. Strategic Business Partnering
- Partner with Operations Leaders, Delivery Heads, and Site Leadership to align HR strategies with business objectives.
- Provide proactive guidance on workforce risks, attrition trends, productivity, and engagement.
- Translate business needs into actionable HR plans and interventions.
- Support business transitions, ramp-ups, downsizing, and client-driven workforce changes.
2. Employee Relations & Labor Compliance
- Lead employee relations management including grievances, disciplinary actions, investigations, and conflict resolution.
- Ensure compliance with Philippine labor laws, DOLE requirements, and company policies.
- Manage NTEs, administrative hearings, and documentation in line with legal standards.
- Advise leaders on performance issues, attendance management, and corrective actions.
3. Performance & Talent Management
- Drive performance management cycles, coaching leaders on goal-setting, feedback, and corrective action.
- Support succession planning, promotions, internal mobility, and talent reviews.
- Partner with L&D on capability-building initiatives for frontline leaders and managers.
- Ensure effective probationary evaluation and regularization processes.
4. Workforce Planning & HR Analytics
- Support manpower planning, capacity planning, and headcount forecasting with Operations and Finance.
- Analyze HR metrics such as attrition, absenteeism, productivity, and engagement scores.
- Provide data-driven insights and recommendations to business leaders.
- Prepare HR dashboards and reports for leadership and client reviews.
5. Engagement, Culture & Retention
- Design and execute engagement and retention programs tailored to BPO operations.
- Conduct exit interviews and analyze trends to address root causes of attrition.
- Lead employee communication initiatives, town halls, and pulse surveys.
- Champion company values, culture, and DEI initiatives at the site level.
6. HR Operations & Stakeholder Management
- Collaborate with HR Operations, Payroll, and Talent Acquisition teams to ensure seamless employee lifecycle management.
- Support compensation, benefits administration, and annual salary review processes.
- Act as the escalation point for complex HR cases.
- Support internal and external audits (ISO, SOC, client audits).
Required Qualifications
- Bachelor's degree in Human Resources, Psychology, Business Administration, or related field.
- 5+ years of progressive HR experience, with strong exposure to BPO / contact center operations.
- Solid knowledge of:
- Philippine Labor Code and DOLE compliance
- Employee relations and case handling
- Performance management frameworks
- HR analytics and workforce planning
- Experience partnering with senior operations leaders and managing 300+ headcount environments.
- Proficient in HRIS, MS Excel, and reporting tools.
Key Competencies
- Strong business acumen and stakeholder management
- Deep employee relations and labor law expertise
- Data-driven decision making
- Ability to influence without authority
- High emotional intelligence and confidentiality
- Resilient in fast-paced, high-attrition environments
Preferred Qualifications
- Experience supporting global clients or multinational BPOs
- Exposure to transition management, workforce migration, or client exits
- HR certification (CHRP, CHRMP, or equivalent)
