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HR Service Delivery DirectorComrise • Metro Manila, Philippines
HR Service Delivery Director

HR Service Delivery Director

Comrise • Metro Manila, Philippines
25 days ago
Job description

Key Responsibilities

1. Service Delivery Management

  • Oversee a portfolio of accounts, ensuring high-quality service delivery and effective utilization of resources.
  • Drive outcomes that directly impact client satisfaction, operational efficiency, cost management, and overall business performance.
  • Work closely with internal teams and external stakeholders to ensure seamless execution of account deliverables.

2. Leadership & People Management

  • Provide strategic direction to multiple managers and overall guidance to delivery teams.
  • Build and implement succession plans to support leadership continuity and organizational stability.
  • Develop and execute retention strategies to minimize attrition and strengthen employee engagement.
  • Promote a collaborative, inclusive, and high-performance work environment.

3. Transformation & Continuous Improvement

  • Identify, design, and implement process improvements aligned with account priorities and business goals.
  • Drive transformation initiatives and ensure ownership and accountability across teams.
  • Partner with stakeholders to uncover opportunities for innovation and operational enhancement.

4. Critical Issue Management

  • Take ownership of resolving high-impact issues that may affect service delivery or client satisfaction.
  • Coordinate cross-functional teams and stakeholders to ensure timely and effective resolution.
  • Implement corrective and preventive measures to avoid recurrence of critical issues.

5. Compliance & Audit Management

  • Ensure adherence to organizational policies, standard procedures, and regulatory requirements.
  • Proactively identify and address compliance risks.
  • Support internal and external audit activities, ensuring readiness and successful outcomes.


Qualifications

  • Proven experience managing large teams (300+ employees) while overseeing end-to-end HR operations.
  • Strong expertise in HR service delivery, including Employee Data Management (EDM), Compensation & Benefits, and Payroll, within a client-facing environment.
  • At least 18 years of experience in the BPO or shared services industry.
  • Demonstrated experience managing large-scale, statement-of-work (SOW)-driven projects with defined deliverables and timelines.
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HR Service Delivery Director • Metro Manila, Philippines

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