Manager- HR Operations & Administration

Role: Manager — HR Operations & Administration

Experience Required: 10 to 15 Years

Process scope

Inquiry, service request and ticket management; new hire and rehire processing; employee movements; employment verification documentation; voluntary and involuntary separation transactions; personal and job data changes; leave documentation; position management; mass data changes; knowledge and content management; HR metrics, HR reporting and operational SLA reporting; third-party vendor management.

Role purpose

To own the HR transaction and service engine — the ticket queue and the full employee lifecycle from hire to exit — delivering to SLA at high volume with the control discipline that employee data and separations require.

Key responsibilities

•   Own the inquiry and service request queue: intake, categorisation, assignment, fulfilment and closure against tiered response and resolution targets.

•   Own employee lifecycle transaction delivery — new hire and rehire processing, movements, data changes, leave documentation, position management and separations.

•   Own separation processing: initiation timelines, final payment triggers, documentation, and same-or-next-day termination of system access, including expedited handling of AWOL and urgent cases.

•   Own mass data change execution: request validation, scheduling, execution and post-update communication, with rollback capability and pre-execution sign-off.

•   Own employment verification and letter production across all standard templates, keeping templates current as benefits and policy change.

•   Operate and evidence transaction controls — maker–checker, approval capture, segregation of duties and data validation before entry.

•   Own the knowledge base and content: keep articles, SOPs and templates accurate so that first-contact resolution improves rather than degrades.

•   Own HR metrics, HR reporting and operational SLA reporting for the tower, with commentary explaining volumes, breaches and trends.

•   Manage third-party vendors supporting HR operations against contracted service levels.

•   Drive down manual effort — push routine requests to self-service, eliminate off-system tracking and reduce rework through better intake quality.

Must-have skills and experience

•   10-12 years in HR shared services or HR operations, including 2+ years leading a transactional team.

•   Proven delivery of high-volume HR transactions and case management against formal SLAs.

•   Strong Workday transaction experience across the employee lifecycle.

•   Experience running a ticketing or case management operation, including queue and backlog management.

•   Solid control and audit discipline, especially around separations, data changes and access termination.

•   Operational reporting capability with the ability to explain the numbers.

•   Famil iarity with Singapore HR Policies.

Good-to-have skills and experience

•   Knowledge management or SOP library ownership.

•   Process documentation and Lean or continuous improvement certification.

•   Experience implementing or improving a self-service model.

•   Vendor and BPO management.

•   Exposure to work pass and immigration processing for new hires.

Shift : Singapore shift (approx. 6:00 AM – 4:00 PM IST), aligned to the supported regions

Must Have :

HR Operations

Workday Transactions

Case Management

SLA & Operational Reporting

Singapore HR Policies

Good To have :

Knowledge Management

Continuous Improvement

Vendor Management