Service Fulfillment Manager
Location: Pasig City
Work Setup: Onsite, Monday - Fri (Morning Shift)
Job Summary
We are looking for an experienced and service-oriented HR Shared Services – Service Fulfillment Manager to oversee the delivery of HR operational services and ensure efficient end-to-end employee support across the organization. The role is responsible for managing HR service fulfillment processes, maintaining service level agreements (SLAs), driving operational excellence, and leading a high-performing HR shared services team.
The ideal candidate has strong experience in HR operations, employee services, process improvement, and stakeholder management within a shared services or centralized HR environment.
Key Responsibilities
- Manage daily operations of the HR Shared Services team and ensure timely resolution of employee inquiries and HR requests
- Oversee service fulfillment processes related to onboarding, offboarding, employee records, benefits administration, payroll coordination, and HR documentation
- Ensure compliance with established service level agreements (SLAs), KPIs, and operational standards
- Monitor and improve employee experience through efficient HR service delivery
- Handle escalations and resolve complex employee concerns in coordination with HR Business Partners and Centers of Excellence
- Drive continuous process improvement, automation, and standardization initiatives
- Analyze HR operations metrics and prepare regular reports for management
- Maintain accuracy and confidentiality of employee data and HR records
- Collaborate with internal stakeholders to improve HR systems, workflows, and policies
- Lead, coach, and develop the HR Shared Services team to ensure operational efficiency and service excellence
Qualifications
- Bachelor's degree in Human Resources, Psychology, Business Administration, or related field
- At least 5–8 years of experience in HR Operations, HR Shared Services, or HR Service Delivery
- Minimum of 2–3 years in a managerial or team leadership role
- Strong knowledge of HR processes including onboarding, payroll coordination, benefits, employee lifecycle management, and HR systems
- Experience working in a shared services, BPO, multinational, or high-volume environment is an advantage
- Familiarity with HRIS platforms such as Workday, SAP SuccessFactors, Oracle, or ServiceNow is preferred
- Strong people management, problem-solving, and stakeholder management skills
- Excellent communication and organizational skills
- Ability to manage multiple priorities in a fast-paced environment
Key Competencies
- HR Operations Management
- Service Delivery Excellence
- Process Improvement
- SLA & KPI Management
- Employee Experience
- Stakeholder Management
- Team Leadership
- HR Systems & Reporting
