Learning Operations Team Leader

Role: People Operations – Learning Operations – Team Leader

Job Description:

The People Operations Team Lead is responsible for leading, managing, and optimizing offshore PeoplenOperations delivery across Learning Operations and People Direct services. The role ensures consistent,
compliant, and high‑quality service delivery aligned to agreed SLAs, governance standards, and client expectations, while providing strong day‑to‑day leadership, coaching, and performance management for
the offshore team. This role acts as the primary offshore escalation point, drives operational discipline,continuous improvement, and supports effective collaboration with onshore stakeholders

Key Responsibilities:

• Lead, coach, and manage People Operations Specialists across Learning Operations and People Direct services.
• Allocate workload, manage capacity, and ensure equitable distribution of tasks.
• Conduct regular check-ins, coaching sessions, and performance calibration.
• Identify capability gaps and support onboarding and training of new team members.
• Oversee delivery of People Operations and Learning Operations transactions via ServiceNow.
• Monitor queues, volumes, and turnaround times.
• Identify and proactively manage delivery risks and bottlenecks.
• Act as back up and escalation point for:
  o Learning Ops – Support for Administration setup errors, approval processing delays, data update and replication errors, and query triaging for exceptions / policy interpretation / and unique technical issues
  o People Direct – Support for Statement of Service, Employee Voluntary Terminations, PDP and Probation Form administration, in data replication issues across systems, approval delays, and out-of-scope interpretation
• Escalate risks, policy exceptions, and non-standard scenarios appropriately. Ensure strict adherence to SOPs, service catalogues, ISQM1 controls, and data privacy requirements.
• Review quality results, audit findings, and compliance metrics.
• Liaise with Training and Quality functions in process updating documentation and communication and managing knowledge retention.
• Act as the primary offshore point of contact for onshore People Operations and Learning Operations leaders.
• Provide regular performance, risk, and issue updates.
• Support escalation management and remediation actions
• Prepare and review team-level operational reports (volume, SLA, quality, risks).
• Identify trends, bottlenecks, and opportunities for process improvement.

Shift: Dayshift
Setup: Onsite
Location: Alabang, Muntinlupa

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