HR Operations & Process Excellence Lead

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role

The HR Operations Lead is a senior individual contributor responsible for owning and continuously improving HR service delivery, compliance, and employee lifecycle operations.

This role is accountable for ensuring that HR operations are efficient, scalable, and audit-ready, while driving the adoption of automation and AI to enhance productivity and employee experience. You will act as the process owner for core HR workflows, ensuring consistency, accuracy, and operational excellence across the organization.

Working closely with HR Business Partners, Legal, and cross-functional teams, you will enable a high-performing HR function through structured processes, strong governance, and data-driven improvements.

What you’ll do

1. HR Operations Ownership & Service Excellence

• Own end-to-end HR service delivery, including ticketing (Zoho), SLAs, and response quality

• Monitor performance metrics, identify root causes, and implement sustainable solutions

• Establish and continuously improve service standards, templates, and workflows

• Maintain hands-on involvement in HR operations, stepping in to manage tickets and employee queries when needed to ensure service continuity and SLA adherence

2. AI, Automation & Process Transformation

• Lead the identification and implementation of automation opportunities across HR workflows

• Leverage AI tools to improve response quality, reduce manual work, and enhance efficiency

• Partner with Tech and relevant teams to implement system enhancements and integrations

• Drive adoption of self-service solutions and scalable HR support models

• Track and report impact of automation initiatives (efficiency gains, SLA improvements, volume reduction)

3. Compliance, Governance & Risk Management

• Ensure all HR processes and documentation comply with labor laws and internal policies

• Maintain audit-ready records and support internal and external compliance requirements

• Partner with Legal and HR leadership to assess risks and implement corrective actions

• Support DOLE-related requirements, documentation, and reporting

4. Visa & Mobility Management

• Oversee visa processing and compliance for employees supporting international clients

• Ensure timely submission, tracking, and accuracy of all documentation

• Coordinate with external partners, agencies, and internal stakeholders

• Maintain confidentiality and integrity of sensitive employee data

5. HR Systems & Data Integrity

• Own HRIS data accuracy as the single source of truth

• Implement validation checks, audits, and governance practices

• Generate and analyze operational reports to support decision-making

6. Employee Lifecycle Operations

• Ensure seamless execution of key processes:

• Contract renewals

• Personnel actions (NPA, transfers, promotions)

• Employment certifications (COE, verifications)

• Track critical milestones and ensure zero lapses in timelines and documentation

7. Stakeholder Partnership

• Act as the operational partner of HRBPs, ensuring accurate and timely execution of workforce decisions

• Provide insights on recurring issues, process gaps, and employee concerns

• Enable a consistent and high-quality employee experience through strong backend operations

Strategic Initiatives

• Lead and support initiatives related to:

• HR process optimization

• Ticketing efficiency and service delivery improvements

• AI and digital transformation within HR operations

• Collaborate cross-functionally to drive operational and system improvements

What You Bring

• 5 to 8 years of experience in HR Operations, HR Shared Services, or similar environments with exposure to high-volume employee support

• Strong foundation in HR processes and compliance, including employee lifecycle management and documentation standards

• Proven experience in process improvement, workflow redesign, or operational optimization

• Automation & Systems Capability (CORE REQUIREMENT)

• Experience working with or implementing automation tools, workflows, or system integrations

• Hands-on familiarity with HRIS and ticketing systems (Zoho or similar platforms)

• Ability to identify manual, repetitive tasks and translate them into automated or streamlined processes

• Comfortable using AI tools to enhance productivity (e.g., drafting responses, summarizing tickets, reporting insights)

• Analytical & Problem-Solving Skills

• Strong ability to analyze trends, identify root causes, and implement sustainable solutions

• Data-driven mindset with experience using reports and dashboards to improve operations

• Execution & Ownership

• High attention to detail with strong documentation and process discipline

• Ability to manage multiple priorities while maintaining accuracy and timelines

• Strong sense of ownership, with the ability to operate both strategically and hands-on when needed

• Stakeholder & Communication Skills

• Excellent written and verbal communication skills

• Ability to work cross-functionally with HRBPs, Legal, and business stakeholders

• Capable of explaining processes and system changes in a clear, user-friendly way

What Sets You Apart

• Experience driving automation or digital transformation within HR or shared services environments

• Strong ability to translate operational pain points into scalable, tech-enabled solutions

• Hands-on familiarity with automation tools (e.g., workflow builders, integrations, or low-code platforms)

• Comfortable leveraging AI tools to improve productivity, reporting, and employee support

• Proven ability to balance efficiency, compliance, and employee experience without compromising quality

• High ownership mindset with the ability to operate both strategically and hands-on when needed

• Strong attention to detail with a systems-thinking approach to solving problems

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.