HR Operations Team Lead - Employee Services

Drive People Operations for the Future of Global Outsourcing

At Emapta we ve turned outsourcing into a strategic advantage. By designing dedicated offshore teams tailored to each client s needs we help businesses operate faster smarter and more efficiently while giving professionals like you a platform to thrive. Recognized as one of Asia s Best Companies to Work For we don t just deliver talent we build environments where talent grows. If you re ready to shape HR operations that fuel real business impact you ll fit right in with how we work.

Job Description

As an HR Operations Team Lead Employee Services you ll lead frontline support resolve employee inquiries and manage tier 1 & 2 escalations. You ll collaborate with Subject Matter Experts ensure seamless HR operations and uphold key metrics driving exceptional employee experiences through strong service orientation and deep HR process expertise.

• Provide timely responses recommendations and quality resolutions to HR queries on products and services ensuring efficiency is maintained
  
• Minimize escalations by categorizing inquiries based on priority and assigning/escalating cases to the appropriate team for resolution
  
• Coordinate and collaborate with relevant teams to deliver the best possible resolution to employee concerns
  
• Maintain accurate tracking of case actions through daily monitoring followups and full ownership of assigned cases
  
• Adhere to security policies and procedures ensuring the confidentiality and integrity of employee data
  
• Identify challenges in tools systems or processes and recommend or escalate solutions to management
  
• Handle inbound and outbound concerns via email chat ticketing tools and calls
  
• Ensure a positive employee experience and deliver highquality service across all touchpoints
  
• Act as the first point of contact for employee inquiries submitted through HR tools (e.g. CHEER)
  
• Gather relevant and detailed information to resolve employee queries efficiently
  
• Meet objectives defined in performance metrics
  
• Attend participate in and complete required training and assessments to stay up to date on rolespecific knowledge
  
• Comply with attendance and scheduling requirements
  
• Demonstrate respect in all interactions with colleagues and management
  
• Take initiative in personal development and continuous learning
  
• Deliver exceptional support with a focus on resolution and professionalism
  
• Take ownership in achieving productivity quality and resolution targets
  
• Maintain and improve quality results by following standards and suggesting process improvements
  
• Oversee daytoday transactions ensuring the team meets agreed SLA targets
  
• Handle escalations provide timely coaching conduct performance reviews and lead daily huddles for team updates and performance alignment
  
• Submit daily performance reports against set SLA and productivity targets
  

Requirements

The Qualifications We Seek

• At least 2 years of experience in a supervisory or team lead role specifically in HR operations employee services and benefits administration
  
• Over 2 years of experience in customer service helpdesk support or basic HR functions
  
• Excellent administrative and organizational skills with strong attention to detail
  
• Strong work ethic anchored in integrity accuracy and quality
  
• Advanced proficiency in MS Excel including report creation and data analysis
  
• Knowledge of multiple HR disciplines across various geographies (e.g. compensation and benefits employee relations legal compliance)
  
• Ability to follow standard operating procedures with a high degree of accuracy
  
• Working knowledge of case management tools HRIS and timekeeping systems
  
• High level of integrity honesty and a strong commitment to confidentiality
  
• Ability to work effectively in a fastpaced virtual environment
  
• Excellent multitasking skills and adaptability to diverse and evolving issues
  
• Resourcefulness and strong decisionmaking and research abilities
  
• Excellent verbal and written communication skills in English
  
• Customerfocused mindset with a passion for delivering toptier service
  
• Open honest and empathetic communication style in all interactions
  

Benefits

Exciting Perks Await!

• HMO coverage with free dependent upon regularization
  
• Competitive Salary Package
  
• Hybrid work arrangement
  
• Prime office locations in Ortigas and Makati (Easy access to MRT stations restaurants and banks)
  
• Fixed weekends off
  
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts and more!
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Welcome to Emapta Philippines!

Join a team that values camaraderie excellence and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 Emapta stands proudly alongside industry giants offering stability and exciting career opportunities. Your career flourishes here with competitive compensation international clients and a work culture focused on collaboration and innovation. Work with global clients across industries supported by a stable foundation and likeminded professionals passionate about making an impact. Apply now and be part of the #EmaptaEra!