Manager HR Business Partner (Organizational Design & Workforce Planning)

Company Description iOPEX Technologies Philippines Inc. is a new-generation digital service provider specializing in Digital Engineering, Operations, and Studio Services that align technology and business outcomes. The company focuses on creating innovative, cost-efficient solutions that maximize clients existing infrastructure while enhancing performance. iOPEX partners with a range of Fortune 500 and other global clients, emphasizing customer-centricity, accountability, and long-term collaboration. Its services are supported by highly skilled teams, robust IT infrastructure, and adherence to international quality and security standards, including ISO and PCI compliance. iOPEX continues to invest in innovative delivery models and process optimization to improve customer experience and achieve sustainable business results.

Role Description The Manager – HR Business Partner (Organizational Design & Workforce Planning) is a full-time, on-site role based in Taguig. This role is responsible for partnering with business leaders to design and optimize organizational structures, develop workforce plans, and ensure alignment of people strategies with business objectives. Day-to-day activities include analyzing workforce data, identifying capability gaps, and recommending staffing and organizational solutions to support growth and efficiency. The role will manage employee relations issues, advise leaders on HR policies and labor and employment law, and support succession planning initiatives across key roles. The manager will collaborate with HR centers of excellence to implement HR programs, monitor their effectiveness, and drive continuous improvement in organizational effectiveness and employee experience.

Roles and Responsibilities:

Lead the job architecture and span-of-control review across the site, benchmarking every layer (Team Lead, Assistant Manager, Manager, Senior Ops Manager, Program Manager, Director) against target ratios, and extend the same benchmarking to HR and support functions (Recruitment, Training, Quality, WFM, Admin).

•     Build and maintain an FTE-to-output model that ties headcount by role to volume, AHT, shrinkage, occupancy, and account load, to identify where staffing has drifted ahead of demand or where scope has eroded without seats being removed.

•     Partner with Operations and WFM to distinguish staffing problems from performance problems — run root-cause audits on underperforming roles covering KPI clarity, skills/competency gaps, hiring-profile fit, and team-lead/QA coaching quality before recommending any headcount action.

•     Design and drive a redeployment and rightsizing plan that reallocates surplus capacity from overstaffed roles into underperforming or growth-facing roles, minimizing involuntary attrition and protecting employee morale.

•     Present findings and recommendations directly to the HR Director and Site Director, with clear before/after span-of-control data, cost impact, and a phased implementation timeline.

•     Own ongoing governance of span-of-control and role-design standards so imbalances are caught early rather than discovered during a cost review.

•     Coordinate with Talent Acquisition and Learning & Development on any hiring-profile corrections or skill-gap closure plans that surface from the audit.

•     Track and report outcome metrics (productivity per FTE, cost per outcome, quality/SLA attainment by role) tied to the site's P&L.

Requirement :

•     8–12 years of progressive HR experience, with at least 3–4 years in HR Business Partnering, Organizational Design, or Workforce Planning within a BPO/CX or large-scale operations environment.

•     Demonstrated experience building span-of-control, job architecture, or FTE-to-output models, ideally at a multi-account or multi-process site.

•     Working knowledge of CX operations metrics — AHT, shrinkage, occupancy, utilization — sufficient to partner credibly with Ops and WFM leadership.

•     Experience running root-cause performance diagnostics (distinct from disciplinary or engagement work) and translating findings into workforce action plans.

•     Prior exposure to redeployment, rightsizing, or organizational restructuring initiatives, including change management and communication planning.

•     Bachelor's degree in Human Resources, Business Administration, Industrial/Organizational Psychology, or related field; HR certification (e.g., SHRM-CP, PHR, or equivalent) preferred.

Must have Skills:

•     People analytics and data fluency — comfortable building and defending models in Excel/BI tools; can turn headcount and output data into a decision-ready view.

•     Strong stakeholder management — able to work credibly with Site Director, HR Director, Ops leadership, and account leads simultaneously.

•     Structured problem-solving — separates staffing issues from performance issues rather than defaulting to headcount reduction.

•     Change management and communication — can lead a redeployment plan without damaging morale or attrition.

•     Commercial awareness — understands how staffing decisions connect to site P&L, account profitability, and growth commitments.