Position Summary
The Director, HR Shared Services leads the organization's centralized HR service delivery model, ensuring efficient, compliant, technology-enabled, and employee-centric HR operations across the enterprise. The role drives operational excellence by standardizing HR processes, improving service quality, leveraging HR technology and analytics, and fostering continuous improvement.
The Director serves as the operational backbone of Human Resources, partnering closely with HR Business Partners, Centers of Excellence, Finance, IT, Legal, and business leaders to deliver scalable HR services that support organizational growth.
Key Responsibilities
HR Shared Services Leadership
- Develop and execute the Shared Services strategy aligned with the company's business and people priorities.
- Lead the transformation of HR operations into a high-performing service organization.
- Establish standardized policies, procedures, and service delivery models across all HR operations.
- Drive operational efficiency through automation, digitization, and continuous improvement initiatives.
- Champion a culture of customer service, accountability, and operational excellence.
HR Operations Management
Provide executive oversight of:
Payroll Services
- Ensure accurate and timely payroll processing.
- Strengthen payroll governance and compliance.
- Oversee payroll vendor relationships where applicable.
Benefits Administration
- Lead benefits administration and employee wellness operations.
- Ensure accurate enrollment, claims administration, and statutory compliance.
- Continuously enhance employee benefit programs.
Total Rewards Operations
- Oversee compensation administration.
- Ensure effective salary structure governance.
- Lead annual compensation review processes.
- Support executive compensation planning.
People Data & HR Technology
- Own HRIS strategy and governance.
- Ensure data integrity and security.
- Lead HR systems implementation and optimization.
- Drive workforce analytics and executive dashboards.
People Services & Workplace Management
- Manage employee lifecycle administration.
- Oversee onboarding and offboarding services.
- Standardize employee documentation and records management.
- Lead workplace administration and employee service desk operations.
Employee Relations
- Ensure consistent application of labor laws and company policies.
- Oversee investigations involving complex employee cases.
- Guide disciplinary processes.
- Support conflict resolution initiatives.
Service Delivery Excellence
- Establish and monitor HR Service Level Agreements (SLAs).
- Develop HR operational KPIs and dashboards.
- Improve employee satisfaction through enhanced HR service delivery.
- Implement shared service governance frameworks.
- Lead process redesign initiatives using Lean or Six Sigma methodologies where appropriate.
HR Technology & Digital Transformation
- Drive HR digital transformation initiatives.
- Evaluate and implement emerging HR technologies.
- Improve employee self-service capabilities.
- Expand automation through workflows and AI-enabled solutions.
- Partner with IT on HR systems roadmap and integrations.
Governance & Compliance
- Ensure compliance with:
- Philippine Labor Code
- SSS
- PhilHealth
- Pag-IBIG
- BIR regulations
- Data Privacy Act
- Internal governance standards
- Maintain audit readiness across all HR operational functions.
- Lead internal and external HR operational audits.
Strategic Partnership
- Partner with:
- HR Business Partners
- Finance
- IT
- Legal
- Internal Audit
- Operations Leaders
- Provide operational insights to support workforce planning.
- Present HR operational performance to executive leadership.
Leadership Responsibilities
- Lead, coach, and develop HR functional leaders.
- Build high-performing teams across Shared Services.
- Drive succession planning and capability development.
- Foster collaboration across HR Centers of Excellence and HR Business Partners.
Key Performance Indicators (KPIs)
- Payroll accuracy rate
- Payroll timeliness
- Benefits processing turnaround time
- Employee service request resolution time
- SLA compliance
- HRIS data accuracy
- Employee satisfaction (HR Services)
- Process automation rate
- Compliance audit results
- Cost per HR transaction
- Employee relations case resolution time
- HR operational efficiency metrics
Qualifications
Education
- Bachelor's Degree in Human Resources, Business Administration, Psychology, Industrial Engineering, or related field.
- Master's Degree or MBA preferred.
Experience
- 12–15+ years of progressive HR experience.
- At least 7 years in senior HR Operations or Shared Services leadership.
- Experience leading multiple HR Centers of Excellence or Shared Services functions.
- Experience managing large HR teams in multi-site or multi-business environments.
- Background in digital HR transformation and HRIS implementation is highly desirable.
