HR Services Manager

Responsibilities:

De Facto HR Service Delivery( Primary Focus): 

• Serve as the embedded HR function for assigned client organizations under Bridgemead’s De Facto HR model.
• Oversee end-to-end employee lifecycle management, including onboarding, performance management, employee relations, and offboarding.
• Provide day-to-day HR advisory support to client leadership and line managers.
• Ensure consistent implementation of HR policies, procedures, and frameworks across client environments.
• Manage employee relations matters, ensuring timely, fair, and compliant resolution of issues.
• Identify and escalate workforce risks and HR-related concerns where necessary.

HR Outsourcing Service Management:

• Coordinate the delivery of HR outsourcing services across assigned client accounts.
• Oversee recruitment, onboarding, deployment, and management of outsourced personnel.
• Monitor attendance, performance, and compliance of outsourced staff across engagements.
• Act as the primary liaison between outsourced employees and client organizations.
• Ensure service delivery aligns with agreed expectations, standards, and operational requirements.
• Support continuity and stability of outsourced workforce operations.

Client Relationship:

• Serve as the primary HR operational contact for assigned client organizations.
• Manage HR-related communication, meetings, and follow-ups with client stakeholders.
• Handle client escalations and support the resolution of workforce-related concerns.
• Ensure consistent and professional client experience across all HR engagements.

Recruitment & Workforce Coordination:

• Support end-to-end recruitment processes for client organizations and outsourcing needs.
• Partner with stakeholders to define job requirements and hiring specifications.
• Coordinate recruitment activities to ensure timely and efficient hiring outcomes.
• Support workforce planning and staffing allocation across client accounts.
• Maintain accurate records of recruitment pipelines and staffing status.

HR Operations, Compliance & Reporting:

• Maintain accurate and up-to-date HR records across all client accounts.
• Ensure compliance with applicable labor laws and internal HR policies.
• Support payroll coordination and HR administrative processes where required.
• Track HR metrics including staffing levels, turnover, and employee engagement indicators.
• Prepare periodic HR reports and operational updates for management review.

Process Improvement & Service Excellence:

• Identify gaps in HR service delivery and recommend improvements to processes and systems.
• Support standardization of HR templates, tools, and workflows across clients.
• Contribute to improving the efficiency, consistency, and scalability of HR service delivery.
• Provide insights based on client workforce data and HR trends.

Requirements:

• Bachelor’s degree in Human Resources, Business Administration, Industrial Relations, or related field
• Professional certification (CIPM, SHRM, CIPD) is an added advantage
• Minimum 4 years of progressive HR experience in operations, consulting, or HR service delivery
• Experience in a multi-client, outsourcing, or HR consulting environment is highly desirable
• Strong background in employee relations, recruitment, and HR operations
• Demonstrated experience in client-facing HR roles is an advantage
• HR service delivery and lifecycle management
• Employee relations and workplace conflict resolution
• Client relationship and stakeholder management
• Recruitment and workforce coordination
• HR compliance and policy implementation
• HR data tracking and reporting
• Strong sense of ownership and accountability
• High professionalism and discretion
• Structured, process-driven mindset
• Strong communication and interpersonal skills
• Ability to manage multiple client accounts effectively
• Solution-oriented and calm under pressure

Key Performance Indicators (KPIs):

• Client satisfaction across HR service delivery engagements
• Timeliness and quality of HR lifecycle processes (onboarding, offboarding, etc.)
• Recruitment turnaround time and quality of hires
• Compliance with HR policies and labor regulations
• Accuracy and timeliness of HR records and reporting
• Performance and stability of the outsourced workforce
• Resolution time for employee relations cases
• Retention and engagement levels across client accounts