Manager - HR Operations & Administration - BPO

Role purpose:

To own the HR transaction and service engine - the ticket queue and the full employee lifecycle from hire to exit - delivering to SLA at high volume with the control discipline that employee data and separations require.

Key responsibilities:

- Own the inquiry and service request queue: intake, categorisation, assignment, fulfilment and closure against tiered response and resolution targets.

- Own employee lifecycle transaction delivery - new hire and rehire processing, movements, data changes, leave documentation, position management and separations.

- Own separation processing: initiation timelines, final payment triggers, documentation, and same-or-next-day termination of system access, including expedited handling of AWOL and urgent cases.

- Own mass data change execution: request validation, scheduling, execution and post-update communication, with rollback capability and pre-execution sign-off.

- Own employment verification and letter production across all standard templates, keeping templates current as benefits and policy change.

- Operate and evidence transaction controls - maker-checker, approval capture, segregation of duties and data validation before entry.

- Own the knowledge base and content: keep articles, SOPs and templates accurate so that first-contact resolution improves rather than degrades.

- Own HR metrics, HR reporting and operational SLA reporting for the tower, with commentary explaining volumes, breaches and trends.

- Manage third-party vendors supporting HR operations against contracted service levels.

- Drive down manual effort - push routine requests to self-service, eliminate off-system tracking and reduce rework through better intake quality.

Must-have skills and experience:

- 10 - 12 years in HR shared services or HR operations, including 2+ years leading a transactional team.

- Proven delivery of high-volume HR transactions and case management against formal SLAs.

- Strong Workday transaction experience across the employee lifecycle.

- Experience running a ticketing or case management operation, including queue and backlog management.

- Solid control and audit discipline, especially around separations, data changes and access termination.

- Operational reporting capability with the ability to explain the numbers.

- Familiarity with Singapore HR Policies.

Good-to-have skills and experience:

- Knowledge management or SOP library ownership.

- Process documentation and Lean or continuous improvement certification.

- Experience implementing or improving a self-service model.

- Vendor and BPO management.

- Exposure to work pass and immigration processing for new hires.