Required Qualifications

Education: Bachelor's/College Degree, Human Resource Management, Business Studies/Administration/Management, Psychology, or equivalent.Experience: 

• At least 1 year of experience in HR Employee Relations and Engagement facet.
• With a strong background in Labor and Employee Relations.
• Background in all HR facets is an advantage.
• Proven experience in developing and maintaining relationships with key internal and external stakeholders.

Skills: 

• Strong Analytical Skills.
• Data Management/ Data Accuracy.
• Engaged in facilitation and training skills.
• Commitment to delivering the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Compassionate.

Languages: Outstanding written and verbal English communication skills.

Other Requirements: Amenable to working on a shifting schedule, especially night shift.

Key Responsibilities

• Act as the main Program Partner for HR-related concerns involving employee life cycle inquiries, which may include onboarding, offboarding, lateral transfers, and any employee movements;  
• Act as a generalist with a full understanding of compensation and benefits, basic health and wellness policies, and other critical HR processes. Liaise with critical HR-related concerns involving its respective Center of Excellence (COEs). Ensure that concerns are resolved in a timely manner. Liaise with employee concerns to respective departments and support groups if needed; 
• Conduct constant meetings and touch base with program leaders and stakeholders for policy alignment, compliance, and diagnosis;
• Analyze HR trends and metrics and collaborate with program leaders to determine initiatives and programs in order to increase employee engagement and productivity; 
• Analyzes trends and metrics in partnership with the HR Center of Excellence (COEs) to develop solutions, programs, and policies;
• Prepare Weekly and Monthly Reports on critical HR Reports such as Attrition, COC, and Performance. Analyze data to provide recommendations and insights; 
• Manage and resolve a range of employee relations issues, from simple to complex. Conducts effective, thorough, and objective investigations and coordination for immediate concern resolution;  
• Strong familiarity with labor laws and similar legislation. Provide advice and facilitate high-risk dispute resolution and critical disciplinary decisions relating to the Company Code of Conduct. Ensure end-to-end internal disciplinary process compliance and documentation. 
• Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance. Partners with the legal department as needed/required. If needed and authorized, represent the company at SENA conferences. 
• Facilitate and improve the New Employee Orientation. Conduct focus group discussions, crash courses, and other learning discussions;
• Act as a people partner and ensure a positive employee experience to increase commitment, compliance, engagement, and productivity;
• Actively work with, communicate, and support stakeholders in all aspects of HR to help achieve the Operational goals of the business;
• Assist in the conceptualization, development, & implementation of Human Resources projects or initiatives to maintain competitive advantage and increase employee engagement;
• Ensure a seamless employee offboarding experience. Gather needed data and prepare the report as needed.  
• Attend to any tasks and reports the Sr. HRBP, Manager, and Officer may assign.

Key Responsibilities

Team Leadership & Development

• Team Leadership & Development

People Management: Lead and manage a team of Quality Analysts, providing the coaching, support, and professional development necessary to meet performance targets.

• Individual Development Plans: Conduct at least bi-monthly 1-on-1 career coaching sessions to help team members bridge skill gaps, focusing on competencies like advanced RCA, stakeholder management, and policy expertise.
• Onboarding & Upskilling: Oversee the onboarding of new Quality staff and collaborate with the Training team to address upskill/cross-skill needs based on quality performance.
• Conflict & Dispute Resolution: Serve as the final arbiter for internal audit disputes and technical calibration variances that cannot be resolved at the Quality Analyst level. Handle internal and external escalations through the standard processes within the agreed turnaround time.

Quality Governance 

• Sampling Audit Management:  Oversee the full 360-degree sampling cycle—from defining the sampling logic and verifying statistically significant data sets to managing the appeal process and final analysis. Ensure the Quality Team’s compliance with the sampling volume requirements.
• Executive Reporting: Support the Quality Manager during WBR, MBR, and QBR sessions, translating complex audit data into high-impact "Executive Summaries" and “Path to Green” or “Get Well” strategies.
• Internal Quality Alignment:  Lead cross-functional Quality Meetings for each Line of Business (LOB) to drive performance visibility. This includes deep dives into key metrics— Audit Completion Rate, Quality Scores, Critical Errors —while ensuring all teams are aligned on the latest policy or quality guidelines updates, organizational changes, and auditor accuracy (ATA) results.
• Audit the Auditor (ATA): Execute the "checks on the checker" framework to maintain audit standardization and eliminate auditor bias across the team.
• Operational Alignment: Spearhead Weekly Meetings with Operations and Training Teams to align on upskilling needs and action plans, based on quality trends.

Policy Documentation: Maintain and update internal "huddle" documents or monitoring guidelines upon receiving clarifications from the client, ensuring a seamless cascade to all stakeholders.

Required Qualifications

• Education: A bachelor's or College degree is standard. Senior High School graduates may be considered with at least 6 months of BPO experience.
• Experience: Typically 3 years of Quality Assurance experience in a BPO setting. Experience in the same program is highly desirable.
•  Skills: 
• Good leadership skills
• Strong knowledge of QA fundamentals, principles, and methodologies.
• Excellent analytical skills and  proven ability to perform Defect Analysis, Trend Analysis, and Root Cause Analysis (RCA) to identify "The Why" behind the numbers
• Ability to distinguish between an "Individual Error" and a "Systemic Policy Gap" and correlate with Operational KPIs.

Ability to translate complex data sets into "Executive Summaries" and "Path-to-Green" strategies for stakeholders.

• Good stakeholder management skills
• High proficiency in Google Sheets/Excel (macros, complex formulas, pivot tables) and Slides/PPT to create high-impact visual dashboards for WBR, MBR, and QBR presentations.
• Familiarity with Google Analytics

Program-specific skills required.

• Language: Exceptional English communication skills (written and verbal) to confidently represent the Quality department in meetings with internal and external stakeholders.

DUTIES AND RESPONSIBILITIES

• Support and manage the HR Business Partner team members to ensure effective collaboration and support with operations, departments, and stakeholders. Ensure consistent touch base and alignment with program leaders;
• Acts as the main Program Partner of specialized programs or accounts regarding HR-related concerns involving employee life cycle inquiries, which may include onboarding, offboarding, lateral transfers, and any employee movements;
• Conduct constant meetings and touch base with program leaders and stakeholders for policy alignment, compliance, and diagnosis. Perform Skip Level to leaders to assess the performance of HRBPs and the quality of support they provide;
• Assist the HRBP Manager in leading the design, development, and administration of projects, programs, and initiatives to improve HR process and policy compliance, increase employee engagement and productivity;
• Analyzes HR trends and metrics and collaborates with program leaders to determine initiatives and programs in order to increase employee engagement and productivity;
• Analyzes trends and metrics in partnership with the HR Center of Excellence (COEs) to develop solutions, programs, and policies;
• Investigate and resolve complex employee relations issues. Conducts effective, thorough, and objective investigations and coordination for immediate concern resolution;
• Strong familiarity with labor laws and government issuances related to employment. 
• Provide advice and facilitate high-risk dispute resolution and critical disciplinary decisions relating to the Company Code of Conduct. Ensure end-to-end internal disciplinary process compliance and documentation.
• Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance. Partners with the legal department as needed/required. If needed and authorized, represent the company at SENA conferences;
• Assist in reviewing policies and contracts. Help ensure that processes are compliant with current labor laws and, as much as possible, amplify best practices. Consistent compliance with government reportorial requirements and documentation.
• Help prepare, audit, and present critical HR Reports such as Attrition, COC, and Performance. Analyze data to provide recommendations and insights to achieve program and organizational goals.
• Facilitate and improve people partnership initiatives such as New Employee Orientation, Focus Group Discussions, Crash courses, and other learning discussions to promote positive employee experience;
• Assist in the conceptualization, development, & implementation of Human Resources projects or initiatives to maintain competitive advantage and increase employee engagement;
• Ensure a seamless employee offboarding experience. Gather needed data and prepare reports as needed.
• Attend to any tasks and report to the HRBP Manager, HR Manager, and Officer that may be assigned.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

     Key Skills:

• With a strong background in Labor and Employee Relations.
• Background in all HR facets is an advantage.
• Strong Analytical Skills.
• Data Management/ Data Accuracy.
• Preferably has experience in the BPO Setting.
• Able to work on a shifting schedule, especially night shift.

     Demonstrated competency in the following areas is also required:

• Proven experience in developing and maintaining relationships with key internal and external stakeholders.
• Engaged in facilitation and training skills.
• Commitment to delivering the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Compassionate.

     Education and/or Experience: 

• Candidate must possess at least a Bachelor's/College Degree, Human Resource Management, Business Studies/Administration/Management, Psychology or equivalent.
• At least 5 years of experience as an HR Coordinator, HRBP, ER Specialist, or HR Generalist. Or 1-2 years of experience as an HR Supervisor or Officer.

    Language Skills: 

• Outstanding written and verbal English communication skills.

Job Description

We are looking for Travel Consultants who are passionate about delivering exceptional customer service and helping clients with their business travel needs. This is an exciting opportunity to join a dynamic, fast-growing team where you can sharpen your travel expertise, work with global clients, and grow your career.

What you’ll do:

• Suggest and recommend the best travel options based on client needs.

• Communicate directly with clients through email, chat, and phone.

• Support B2B customers with their business travel bookings.

• Liaise with suppliers and partners to resolve booking concerns.

• Deliver excellent customer service, exceeding client expectations.

• Proactively identify and solve issues, using both established policies and creative thinking.

• Stay updated with new products, features, and innovations in travel.

What we’re looking for:

• At least 1 year of GDS experience (Amadeus, Sabre, Galileo, and/or Worldspan).

• Customer service background in travel, hospitality, airlines, or related fields.

• Excellent communication skills in business English (spoken and written).

• Amenable to work onsite in Ortigas, Pasig.

• Tech-savvy and comfortable using cloud-based tools and systems.

• A proven track record of delivering exceptional service in client-facing roles.

• College degree preferred, but not required.

Traits that will make you successful:

• Strong problem-solving and critical-thinking skills.

• Highly empathetic, customer-focused, and solution-oriented.

• Independent, reliable, and able to take ownership.

• Detail-oriented, organized, and good at prioritization.

• Adaptable to change and eager to learn.

• Open to feedback and continuous growth.

Why Join Us?

• Be part of a fast-growing, innovative travel team.

• Opportunities to learn, grow, and advance your career.

• Work with global clients and gain valuable industry experience.

#EnshoredJobs

Reports to:   Talent Acquisition Senior Manager 

Department: Talent Acquisition Department

Location:   16th floor JMT Bldg. Ortigas, Pasig City

Education Requirements

• Bachelor’s degree in Human Resources, Business Administration, or a related field

Key Responsibilities

1. Onboarding & Coordination

• Receive and validate candidates endorsed by Talent Acquisition.
• Schedule and conduct onboarding discussions, maintaining updated onboarding files and trackers.
• Monitor completion of required documents, pre-employment medical exams, and background checks to ensure readiness for Day 1 
• Process  buffers to be onboarded for potential fallouts to ensure 100% fill rate.

1. Candidate Support & Orientation

• Guide new hires through documentation, company policies, benefits, and onboarding requirements.
• Provide clear instructions and follow-ups to maximize completion rates and ensure a smooth onboarding experience.
• Address candidate questions and concerns promptly, escalating as needed.

1. Stakeholder & Vendor Coordination

• Collaborate with HR, TA, IT, Facilities, Training, and external vendors to ensure onboarding readiness.
• Communicate updates, risks, and progress to stakeholders to maintain alignment and accountability.

1. Reporting & Compliance

• Track onboarding metrics, maintain accurate records, and prepare daily and weekly reports for management.
• Represent Talent Acquisition in providing audit data to ensure all onboarding activities comply with company policies, labor regulations, and data privacy standards.
• Maintain audit-ready documentation and uphold confidentiality throughout the onboarding process.

MINIMUM REQUIREMENTS AND  QUALIFICATIONS

• Minimum 2 years of experience in onboarding, HR operations, or recruitment administration, preferably in a fast-paced environment such as BPO.
• Familiarity with recruitment documentation, sourcing, staffing processes, and reporting.
• Strong understanding of onboarding procedures, compliance requirements, and ATS/HRIS systems.

• Experience in using Google Suite or  Microsoft Office applications (Word, Excel, Outlook) and reporting tools.
• Strong organizational, time-management, and prioritization skills to handle multiple onboarding processes simultaneously.
• Critical thinking and problem-solving skills with attention to detail.

• Excellent verbal and written communication skills
• Ability to maintain confidentiality and professionalism while working independently or in a team.
• Strong interpersonal and customer-relations skills, able to collaborate with internal teams and external vendors.

• Able to work in a dynamic, fast-paced environment with competing demands.
• Willingness to work 100% onsite in various shifts, extended hours, or additional days as needed by business requirements.