Senior HR Operations Specialist
Job Description
About Penbrothers
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 Senior HR Operations Specialist is the backbone of operational excellence within the People Team. This role goes beyond execution, taking ownership of HR processes, systems, and service delivery to ensure consistency, efficiency, and a high-quality employee experience at scale.
You are not just managing requests, you are designing how HR delivers support. From optimizing workflows to ensuring compliance and data integrity, your work directly impacts employee trust, operational efficiency, and business continuity.
You will act as a key partner to HR Business Partners, HR Leadership, and cross-functional teams, ensuring that HR operations are proactive, structured, and continuously improving.
What you'll do- Own HR Operations & Service Delivery
- Lead and manage the HR helpdesk (Zoho ticketing), ensuring SLA adherence, quality responses, and consistent employee experience
- Monitor ticket trends, identify root causes, and implement process improvements to reduce volume and recurrence
- Establish and maintain service standards, response templates, and quality benchmarks
- Drive Process Improvement & Automation
- Review existing HR workflows and recommend optimizations for efficiency, scalability, and accuracy
- Partner with HR Tech or IT to implement automation (e.g., HRIS updates, COE self-service, ticket routing)
- Develop and maintain SOPs and process documentation to standardize operations
- Ensure Data Integrity & HRIS Governance
- Own HRIS accuracy as the single source of truth across employee lifecycle changes
- Implement audit checks and data validation processes to ensure compliance and reporting reliability
- Generate HR operational reports and insights to support decision-making
- Oversee Employee Lifecycle Administration
- Ensure timely and accurate execution of key HR processes:
- Contract renewals
- Personnel actions (NPA, promotions, transfers)
- Employment certifications (COE, verifications)
- Track critical milestones and ensure zero lapses in renewals and documentation
- Strengthen Compliance & Audit Readiness
- Ensure all documentation aligns with labor laws and company policies
- Support internal and external audits by maintaining organized, accurate records
- Identify compliance risks and proactively recommend corrective actions
- Partner with HRBPs & Leadership
- Act as the operations partner of HRBPs, ensuring seamless execution of people-related changes
- Provide insights on employee concerns, recurring issues, and operational gaps
- Support workforce changes with accurate and timely documentation
- Lead Special Projects & Initiatives
- Drive initiatives such as:
- HR process transformation
- Policy implementation
- Employee experience improvements
- Support cross-functional projects that impact HR operation
- Support company-wide events and engagement initiatives from an operational standpoint
- Maintain and improve HR knowledge base and internal guides
- Provide guidance to junior HR team members when needed
- At least 4–6 years of experience in HR Operations, HR Shared Services, or similar roles (BPO or high-volume environment preferred)
- Strong background in HR processes, documentation, and compliance
- Experience with HRIS systems and ticketing tools (e.g., Zoho, Zendesk, etc.)
- Proven ability to analyze processes and implement improvements
- High attention to detail with strong organizational and documentation skills
- Excellent communication skills, both written and verbal
- Ability to manage multiple priorities in a fast-paced environment
- Experience in process optimization, automation, or HR transformation projects
- Strong analytical mindset with ability to turn data into actionable insights
- Ability to balance employee experience with operational efficiency
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.