HR Cluster Leader BPO IT company Quezon city

Core Responsibilities

Service Delivery Management: Oversee the operational delivery of HR services for major accounts, ensuring customer satisfaction, resource efficiency, and cost management.

Business Strategy & Planning: Set operational guidelines, long-range plans, and business policies in alignment with executive objectives.

Transformation & Improvement: Spearhead continuous improvement initiatives, automation, and modernization of workflows (including Talent Acquisition Optimization).

Team Leadership & Retention: Provide direction to multiple managers, foster an inclusive work environment, and execute succession plans to ensure leadership continuity.

Compliance & Auditing: Identify compliance risks, enforce internal policies, and collaborate with internal and external auditors for successful compliance outcomes.

Qualifications

Experience: 10 to 15 years of experience in the BPO industry or shared services, preferably in a multi-client or global environment.

Expertise: Deep knowledge of business operations, HR service management, and client relationship building.

Leadership Skills: Proven track record in leading high-performing teams, crisis management (Critical Issue Resolution), and strategic thinking.

Manager with hard‑core BPO Delivery Leadership experience supporting external commercial clients.

Strong Commercial BPO exposure — direct involvement with external client accounts, SLA/KPI ownership, and client‑facing service delivery responsibilities.

Large‑scale people leadership — experience managing at least 300 employees while supporting full end‑to‑end HR requirements.

Deep HR Operations expertise — solid background in EDM, Compensation & Benefits, Payroll, with hands‑on HR service delivery in a client‑facing, SLA‑driven environment.

Commercial scope clarity — we need details on which commercial clients were handled, the size and complexity of each account, operational scope, and any transformations delivered.

AI Transformation exposure — any concrete experience implementing or driving AI‑enabled HR or operational improvements (e.g., automation, GenAI use cases, digitalization initiatives).

The role requires extensive BPO operations experience, strong client‑facing HR leadership, and meaningful AI transformation exposure.

Summary of Benefits

• HMO Coverage: Includes up to 6 dependents total (spouse + 5 children, or 6 children). Extended dependents, such as parents or a 6th/7th child, are not covered.

• Medical Reimbursement: Eligible for reimbursement of qualified medical expenses.

• Employee Assistance: Emergency Loan, Funeral Aid

• Maternity Benefit: Provides maternity-related financial support.

• Life Insurance: Coverage provided for employees.

• Leave Benefits: Includes Sick Leave, Vacation Leave, Emergency Leave, Marriage Leave, Maternity Leave, Paternity Leave, Magna Carta Leave, Violence Against Women and Children Leave, and Solo Parent Leave

The client will discuss the benefits directly.

Work Set-up: 5x a week onsite

Work Schedule: Night Shift/Rotation

Hiring Process

• Endorsement of John Clements

• CV Review of TA

• Phone Validation of TA

• Endorsement of TA to Hiring Manager

• Level 1 - Hiring Manager (Teams or Face to Face)

• Level 2 - Hiring Manager (Face to Face)

• Level 3 - Hiring Manager (It will depend on the result of Level 2 Hiring Manager)

Interview process: Online and F2F