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About the role
Key responsibilities & impact- Supervise and guide the People Ops Representatives who manage Tier 1 employee support and lifecycle transactions.
- Maintain service quality through Freshservice ticket management, analysis of employee feedback trends, and knowledge base updates.
- Conduct quarterly reviews of Freshservice tickets and knowledge base content to identify improvement opportunities.
- Collaborate with the People Operations Specialist on workflow and system enhancements.
- Provide Tier 2 case support through Freshservice for employees, responding to and resolving inquiries in a timely and professional manner.
- Partner with HR, Benefits, and Payroll teams to ensure accurate and timely payroll-related data submission.
- Prepare and submit payroll reports for job changes, transfers, and compensation updates to Payroll.
- Maintain APAC employee-facing knowledge content.
- Manage visa and work permit processing and renewals for foreign hires in Philippines.
- Support internal and external audits and ensure data accuracy.
- Conduct periodic audits to ensure policy and regulatory compliance.
- Identify process efficiencies and contribute to documentation updates.
- Prepare quarterly business review reports for leadership.
- Serve as backup support for Philippines benefits administration, covering employee inquiries, required filings, enrollments and updates, vendor reporting, and full leave management through return-to-work.
- Assist People Ops Representatives with UKG lifecycle transactions, including hires, terminations, promotions, and job changes as needed.
Requirements
What you’ll need- 3–5 years of HR Operations experience, with strong knowledge of Philippines labor laws.
- Minimum 1 year of people management or leadership experience.
- Experience with HRIS systems (UKG preferred) and case management tools (Freshservice).
- Strong organizational, compliance, and communication skills.
- Ability to balance operational detail with high-quality service delivery.
Benefits
Comp & perks- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HR Operationsemployee supportpayroll managementvisa processingauditingcomplianceprocess improvementdata accuracycase managementknowledge base management
Soft Skills
leadershiporganizational skillscommunication skillsservice deliveryproblem-solvingcollaborationattention to detailtime managementanalytical skillscustomer service