Manager/Senior Manager - HR Operations Contact Center

Philippines
Permanent
Full-time

12 hours ago

We are seeking an experienced and highly motivated Manager or Senior Manager to lead the United States HR Operations Tier I Contact Center team within our Global HR Shared Services function. This leadership role will oversee the day-to-day service delivery of Tier I HR support operations, focusing on excellence in case management, inquiry resolution, and employee experience.The ideal candidate must possess deep experience in U.S. HR policies, practices, and regulatory requirements, with a proven track record in leading large-scale contact center operations in an HR shared services environment. A passion for continuous improvement, operational efficiency, and service excellence is essential.RESPONSIBILITIES:Lead, coach, and develop a team of HR Tier I Contact Center professionals handling high-volume employee inquiries for the U.S. population.Oversee performance management, service level agreements (SLAs), and customer satisfaction (CSAT/NPS) metrics to ensure consistent, high-quality service delivery.Drive operational excellence by implementing best practices in case management, call handling, escalation protocols, and resolution strategies.Act as a point of escalation for complex Tier I issues and partner with HR Center of Excellence (CoE) teams for seamless issue resolution.Collaborate closely with HR Business Partners, Payroll, Benefits, Compliance, and Technology teams to resolve systemic issues and improve processes.Analyze trends and root causes of inquiries; propose and implement proactive solutions to reduce repeat contacts and increase first-contact resolution.Ensure compliance with all U.S. federal, state, and local HR laws and company policies.Champion continuous improvement initiatives and support the deployment of HR transformation programs and new technology rollouts (e.g., Workday, case management platforms).Foster a positive and engaged team culture that aligns with organizational values and service excellence goals.Prepare and deliver regular operational reports, insights, and presentations to senior leadership.QUALIFICATIONS:Bachelor’s degree in Human Resources, Business Administration, or related field required; Master’s degree or HR certification (PHR/SPHR/SHRM-CP/SHRM-SCP) preferred.Minimum of 8–12 years of progressive HR Operations experience, with at least 5 years in a managerial role supporting U.S.-based employee populations.Demonstrated expertise in managing Tier I HR Contact Center teams in a shared services environment.Strong knowledge of U.S. labor laws, HR practices, and regulatory compliance.Proven experience with HR technologies such as Workday, ServiceNow, or other case management and knowledge base platforms.Exceptional people leadership, stakeholder management, and communication skills.Strong analytical and problem-solving capabilities with a continuous improvement mindset.Willingness and ability to work a late mid shift schedule (5:00 AM – 3:00 PM EST).Experience supporting a large and geographically dispersed employee base (preferably
50,000 employees).Prior exposure to global business services or regional HR shared services models.Comfortable working in a fast-paced, metrics-driven environment.

Fresenius Medical Care

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