HR Operations Supervisor - Human Capital Management

Description

Job Title: HR Operations Supervisor, Human Capital Management                        

Location: Remote - Philippines

Job Summary

The HR Operations Supervisor, HCM is responsible for the operational oversight and frontline leadership of consultants supporting PuzzleHR’s HCM Services product lines. This role ensures high-quality client service delivery by overseeing day-to-day project work, driving team performance, and proactively identifying service gaps or client risks. 

The Supervisor acts as a strategic partner to internal departments, vendors, and clients, ensuring efficient client onboarding, seamless handoffs, and issue resolution throughout each project’s lifecycle. This Supervisor role is a technology-enabled service leadership role focused on optimizing client experiences within HCM platforms.

Job Duties

• Directly oversee, coach, and support a team of consultants across various HCM service lines. 
• Monitor and manage project workload distribution to ensure timely delivery of contracted services while balancing team capacity. 
• Drive accountability and performance management through one-on-ones, progress check-ins, and adherence to KPIs. 
• Serve as an escalation point for client-related challenges and lead the planning of resolution.
• Contribute to process improvement, automation efforts, and SOP development.
• Collaborate cross-functionally to streamline handoffs and improve client outcomes. 
• Contribute strategic initiatives to improve service delivery, automate repetitive tasks, and enhance client engagement. 
• Support hiring, onboarding, and development of team members to ensure strong technical and client-facing capabilities. 
• Provide insight into team capacity, project forecasting, and resource planning. 
• Other duties as assigned. 

Required Skills

• Three (3) + years of experience in an HCM operations, implementation, or client services role. 
• Proven experience leading project-based teams or managing multiple priorities in a fast-paced, client-facing environment. 
• Familiarity with HCM platforms (e.g., Dayforce, UKG, ADP, Paylocity) and understanding of system configurations, data integrations, and service delivery models. 
• Strong communication and problem-solving skills, with the ability to manage escalations calmly and professionally. 
• Ability to manage competing priorities, coach team members, and enforce standards that ensure a consistent client experience. 
• Excellent written and oral communication skills. 
• Ability to deliver clear and effective presentations. 
• Ability to appropriately handle sensitive and confidential information. 

Education and Experience

• A bachelor's degree and/or a minimum of three (3) years of related HCM experience. 
• A minimum of two (2) years of supervisory experience in a fast-paced environment preferred.  
• Demonstrated eye for process improvement is preferred. 

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.  
• Must be able to move up to 15 pounds at times. 
• Must be able to participate in video conferences/meetings.