Human Resources Business Partner

Position Summary

The HR Business Partner (HRBP) serves as a strategic and operational partner to site leadership, supporting business objectives through effective site management, employee relations, performance management, and compliance. The HRBP provides hands-on HR support in a fast-paced BPO environment while ensuring alignment with company standards and Philippine labor laws.

Key Responsibilities

1. Site Management and Site Support

• Act as the primary HR partner for assigned site(s), providing day-to-day HR support to leaders and employees.
• Support site operations by coordinating with internal support teams including Talent Acquisition, Workforce Management , Finance & Payroll, and IT.
• Assist in workforce planning, staffing movements, and site-level HR initiatives.
• Support implementation of HR programs, policies, and processes at the site level.
• Provide HR data, insights, and reports to support site leadership decision-making.

2. Performance Management

• Support the end-to-end performance management process, including goal setting, reviews, and calibration.
• Coach leaders on performance feedback, documentation, and implementation of performance improvement plans (PIP).
• Monitor performance trends and recommend interventions to improve employee productivity and effectiveness.
• Ensure proper documentation and compliance in all performance-related actions.

3. Employee Discipline, Case Management, and Labor Relations

• Manage employee disciplinary cases in compliance with company procedures and due process requirements.
• Conduct administrative investigations, including interviews, evidence gathering, and case analysis.
• Provide guidance to leaders on progressive discipline, corrective actions, and case documentation.
• Prepare and review notices, decision letters, and other disciplinary documentation.
• Represent the company in labor-related proceedings, including DOLE conferences, mediation, conciliation meetings, and other labor dispute forums.
• Coordinate with internal Legal Counsel and external counsel on labor cases, complaints, and disputes.
• Maintain accurate and complete case records and identify potential employee relations risks.

4. Employee Engagement and Attrition Management

• Support and implement employee engagement initiatives to promote a positive work environment.
• Partner with site leaders to address employee concerns, grievances, and engagement issues.
• Monitor attrition trends and analyze root causes of employee turnover.
• Conduct exit interviews and consolidate insights to support retention strategies.
• Recommend action plans to improve employee engagement and reduce attrition.
• Support site-level engagement activities such as town halls, recognition programs, and team initiatives.

5. Compensation and Benefits Support

• Serve as the HR point of contact for employee concerns related to compensation and benefits.
• Assist with salary-related inquiries in coordination with Payroll and Finance.
• Support administration and employee inquiries related to government-mandated benefits (SSS, PhilHealth, Pag-IBIG).
• Assist with leave administration and policy interpretation.
• Support HMO enrollment, changes, and benefits-related concerns.
• Address inquiries related to other company benefits and escalate issues as needed.

6. Site Compliance and DOLE Compliance

• Ensure site compliance with company policies, procedures, and HR standards.
• Monitor and support compliance with Philippine labor laws and DOLE requirements.
• Prepare and support site audits, inspections, and regulatory requirements.
• Maintain accurate HR records and ensure timely submission of required documentation.
• Stay updated on labor law developments and recommend necessary actions to ensure compliance.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• HR experience in a BPO or call center environment.
• Knowledge of Philippine labor laws and DOLE compliance.
• Experience in employee relations, case management, and performance management.
• Strong communication, stakeholder management, and problem-solving skills.
• Ability to handle sensitive and confidential matters with professionalism.
• Proficient in MS Office and HR systems.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.