Principal Specialist - HR Operations

Job Title: Principal Specialist, HR Operations

Role Overview

The Principal Specialist, HR Operations is a senior individual contributor within the People Services organization, responsible for driving operational excellence, strengthening employee relations frameworks, and supporting the optimization of the ServiceNow HR service delivery model.

This role partners closely with HR Business Partners, Talent Acquisition, Learning and Development, Legal, Payroll, and business leaders to ensure scalable, compliant, and employee-centric People Services operations.

Reporting to the Manager, People Services, this position acts as a subject matter expert and trusted advisor, supporting process design, mitigating organizational risk, enhancing the employee experience, and leveraging technology to deliver high-impact service outcomes.

• Act as a senior subject matter expert within the People Services function, contributing to HR initiatives and transformation efforts.
• Provide guidance and informal coaching to team members, supporting capability building and knowledge sharing.
• Support change management initiatives related to process improvements and system implementations.
• Serve as a functional lead for ServiceNow HR Service Delivery, supporting ongoing enhancements and operational effectiveness.
• Contribute to the evolution of the HR service delivery model to improve scalability, efficiency, and employee support.
• Monitor SLAs, KPIs, dashboards, and reporting frameworks, and provide insights to improve performance and service quality.
• Support governance, data integrity, and compliance standards across case management operations.
• Handle complex and high-risk employee relations matters, including investigations, performance management, workplace conduct, and policy interpretation.
• Support the development and standardization of ER frameworks, playbooks, and documentation protocols to ensure consistency and fairness.
• Partner with Legal and HR Business Partners to mitigate risk and ensure alignment with employment law and organizational values.
• Collaborate cross-functionally to ensure seamless pre-boarding, compliance documentation, and Day 1 readiness for employees.

• Bachelor’s degree in Human Resources, Business Administration, Psychology, or a related discipline.
• 7–9 years of progressive HR experience, with strong exposure to Employee Relations, HR Operations, and compliance within the Philippine labor framework.
• Solid understanding of the evolving HR landscape, including digital transformation, shared services models, and employee experience best practices.
• Demonstrated ability to support and influence change initiatives, driving process improvements and continuous improvement efforts.
• Experience partnering with business leaders and HR stakeholders to resolve complex people matters and deliver practical HR solutions.
• Familiarity with continuous improvement methodologies (CORE principles or similar frameworks).
• Strong knowledge of Philippine labor laws and statutory compliance requirements, including DOLE regulations and employee documentation standards.
• Proven ability to identify risks early and recommend effective solutions.
• Experience working with HRIS platforms and data analysis; Workday experience preferred.
• Ability to work independently while collaborating effectively within a team environment.
• Comfortable operating in a fast-paced, deadline-driven environment with shifting priorities.
• Strong analytical skills with high attention to detail and data accuracy.
• Excellent customer service orientation with a focus on employee experience.
• Strong written and verbal communication skills, with the ability to engage stakeholders at all levels.