HR SERVICE MANAGER

Job description

The Service Manager – HR (Compensation & Benefits) is responsible for overseeing the end-to-end delivery of HR operational services across the employee lifecycle, ensuring efficiency, accuracy, and excellent employee experience. The role leads a team handling BU-wide core HR transaction such as employee data management, HR helpdesk services, benefits administration support, and onboarding & offboarding processes. This role ensures service level agreements (SLAs) are met, processes are standardized, and continuous improvement initiatives are implemented across HR Shared Services. HR Shared Services OperationsManage daily operations of HERC HR Services covering onboarding, employee records, HR inquiries, and offboarding.Oversee end-to-end HR Shared Services support for all assigned properties and future hotel openings.Standardize HR processes across properties while allowing controlled localization where requiredEnsure compliance with company policies and Philippine labor regulations across all business unitsEvaluates and recommends modification/improvement of existing compensation and benefits administration.Manage centralized onboarding and pre-boarding processes for all new hires across propertiesOversee employee movements (transfers, promotions, salary changes, exits)Ensure accurate documentation and system updates for all employee recordsMonitor completion of onboarding schedules in coordination with hotel HR/site HR teamsLead the HR Shared Services helpdesk function supporting all employees across propertiesAct as escalation point for complex or cross-property HR concernsEnsure SLA compliance for response time and resolution of HR tickets HR Business PartneringServe as key liaison between HR Shared Services and property-based HR teamsCoordinate closely with Recruitment, Payroll, HRBP, and Operations LeadersConducts new employee orientation (NEO) to new employees.Supports employee engagement activities and ensures that the employee engagement calendar is implemented.Organizes Stay Interview and submit recommendation for Management’s review and approval.Drive consistent and positive employee experience across all HR touchpoints Team ManagementLead, coach, and develop HR Shared Services team membersSet performance goals, conduct evaluations, and provide continuous feedbackPromote a culture of accountability, service excellence, and collaborationProposes and supports HR initiatives to improve staff welfare Process Improvement & AutomationReview and streamline HR processes to improve efficiency and reduce manual workLead or support HR digitalization and automation initiativesImplement best practices in HR service deliveryPresents data analytic report to CHI and make recommendation on process improvement. Reporting & AnalyticsMaintain HR Services dashboards and service metrics (turnaround time, accuracy, ticket resolution rate, etc.)Prepare regular reports for HR leadershipAnalyze trends and recommend improvementsOrganizes stay interview and submits recommendation for Management’s review and approval