We are seeking a strategic and results-driven HR Manager to lead and oversee the full spectrum of Human Resources functions. This role is responsible for ensuring the effective and efficient delivery of HR operations, while aligning people strategies with organizational goals.Key Responsibilities
Operational Leadership & HR Service Delivery Lead end-to-end HR operations across all sites, ensuring compliance, accuracy, and service standards. Manage employee lifecycle processes, including onboarding, movements, performance reviews, and status changes. Oversee administrative and disciplinary cases, hearings, documentation, and formal resolutions in partnership with CODI. Prepare statutory reports and represent the organization in labor-related proceedings. Resolve employee concerns, escalations, and HR tickets within SLA and quality benchmarks. Supervise HR Coordinators and maintain compliance records, including OSH and regulatory documentation.
Strategic HR Leadership Develop and execute integrated HR strategies aligned with business goals and workforce plans. Analyze workforce data to drive organizational design, productivity, and efficiency improvements. Lead employee engagement, culture-building, and DEI initiatives across all levels. Strengthen HR governance, policies, systems, and compliance risk management. Provide expert guidance on complex employee relations and organizational challenges. Mentor and develop the HR team while leading enterprise-wide and strategic initiatives.
Skills, Knowledge & ExpertiseBachelor's degree in Human Resources, Business Administration, or a related field.Proven experience in HR Manager or a similar role in a BPO industry (at least 2 years)Strong organizational skills and attention to detail.Excellent communication and interpersonal skills.Proficiency in HR systems and software.Knowledge of HR laws, regulations, and best practices.
Deliver engaging and effective training programs for new hires across multiple sites, ensuring they are equipped with the knowledge and skills to succeed. This involves facilitating training sessions, managing the Learning Management System (LMS), collaborating with stakeholders, and contributing to training initiatives. The role requires strong communication skills, attention to detail, and the ability to adapt to a dynamic environment. This position is based onsite in Cebu City and requires flexibility in scheduling, including weekends and holidays as needed.
Key ResponsibilitiesFacilitate new hire training classes across multiple programs and sites.Manage the Learning Management System (LMS) and create training modules.Collaborate with the Quality Team on training interventions and support program ramp.
Skills, Knowledge and ExpertiseMinimum 1 year of experience as a Product Trainer, with a focus on detail and documentation.Experience in delivering training in both virtual and in-person (brick and mortar) settings.Proficient in Microsoft Suite (Word, Excel, PowerPoint).
The Operations Manager is responsible for overseeing daily operations, ensuring service delivery excellence, and driving performance across teams. This role manages team leaders and front-line staff to achieve client KPIs, operational efficiency, and high levels of customer satisfaction. The Operations Manager works closely with cross-functional teams such as Quality, Training, Workforce, and HR to ensure consistent performance and continuous improvement.
Key ResponsibilitiesManage day-to-day operations and ensure teams meet client SLAs, KPIs, and productivity targets.Lead, coach, and develop Team Leaders and supervisors to drive performance and engagement.Monitor operational metrics such as CSAT, quality, productivity, adherence, and turnaround time.Conduct regular performance reviews and coaching sessions to improve team performance.Identify operational gaps and implement process improvements and corrective action plans.Partner with Quality, Training, Workforce Management, and HR to support operational goals.Ensure compliance with company policies, client requirements, and regulatory standards.Prepare and present operational reports, performance updates, and business reviews.
Skills, Knowledge & ExpertiseBachelor’s degree in Business Administration, Management, or related field (preferred).5–8 years of operations experience, preferably in a BPO or service delivery environment.2–3 years of leadership experience managing supervisors or team leaders.Strong knowledge of operational metrics, performance management, and service delivery.Excellent communication, leadership, and problem-solving skills.Ability to work in a fast-paced, performance-driven environment.
We are looking for a motivated Team Leader with strong leadership, communication, and analytical skills, experienced in customer care and team development. Healthcare BPO experience in Medical Billing or RCM is preferred.
Key ResponsibilitiesManage daily team activities, resource planning, and performance management.Coach and mentor team members, addressing knowledge gaps and skill development.Resolve customer escalations and ensure timely resolution.Implement and oversee internal and external governance processes.Collaborate with operations managers to secure necessary training and support.
Skills, Knowledge & Expertise2+ years of experience as a Team Leader in the BPO industry.Proven ability to manage Operational Metrics, employee retention and attrition.Strong communication, leadership, and analytical skills.Experience handling Medical Billing, RCM, or healthcare campaigns preferred.
