Administrator, HRIS Specialist, HR​/Recruitment

Position: Administrator, Benefits
Location: Manila

Our Global Operating Center located in Manila is pivotal to enhancing the Firm’s operational efficiency and streamlining legal and business services support across our global network. Our center provides comprehensive administrative, financial and operational services across office operations, compliance and new business, finance, technology, human resources, innovation and marketing. By centralizing these critical functions, the center ensures consistency and quality in service delivery while reducing operational costs.

Through its integrated approach, our Global Operating Center enables the Firm to focus on its core legal services, drive global growth and maintain high standards of client service across all offices.

Position Summary:

An HR Operations Delivery Administrator plays a vital role in supporting the day-to-day business of the Team in accordance with the Global Policies and reporting. The Administrator will support end-to-end HR operations with a strong emphasis on case handling for Global HROD (Human Resources Organization Development) processes. This role is responsible for managing complex, high-volume HR cases across regions, ensuring accurate, timely, and policy-aligned resolution through case management.

The position serves as a critical link between employees, HROD, Global People teams, and HR Centers of Excellence, providing consistent support across the employee lifecycle while enabling data-driven insights, continuous improvement, and high-quality employee experience. The role requires strong judgment, discretion, and the ability to navigate global processes, SLAs, and compliance requirements.

Duties and Accountabilities:

In order to perform this job successfully, an individual must be able to perform each of the essential duties listed below. The requirements listed below are representative of knowledge, skill and ability required for the position.

HR Case Management & Employee Support Manage and resolve employee HR inquiries through Service Now Case Management, ensuring adherence to SLAs and quality standards.

Triage, route, and escalating cases to appropriate HR COEs (e.g., Benefits, Learning and Development, Recruitment and Employee Services) as needed.

Provide clear, accurate, and policy-aligned responses to employee inquiries across the employee lifecycle.

Maintain confidentiality and handle sensitive employee data with discretion.

Service Now & Process Excellence Utilize Service Now dashboards and reports to monitor case trends, volumes, CSAT, and SLA performance.

Adhere to Case Management SOPs and guidelines

Identify recurring issues, gaps, and opportunities for process improvement.

Partner with HR Operations (Advisors and Supervisors) and Service Now Champions teams to enhance workflows, forms, and knowledge articles.

HR Operations & Compliance Support HR programs and initiatives including onboarding, offboarding, data changes, and benefits administration.

Ensure HR processes comply with internal policies, local labor laws, and regulatory requirements.

Maintain accurate HR documentation, SOPs, and knowledge base content.

Collaborate with HR COEs, managers, and business partners to resolve complex cases.

Participate in regular operational reviews, reporting, and continuous improvement discussions.

Support change management, communications, and training related to HR process updates.

Qualifications:

Bachelor's/College Degree Minimum of 1-year general administrative experience

Verbal and written English proficiency are a must

Work experience with APAC / EMEA / US counterparts preferred

Amenable to work in rotating shifts (APAC, EMEA and US time zones), Hybrid set-up Experience supporting global or regional HR operations

Essential

Job Requirements:

Proficiency in Service Now HR Service Delivery (HRSD) or similar case management platforms

Strong customer service mindset with a focus on employee experience.

Strong MS Excel skills and ability to produce reports through use of various excel functionalities and formulas; preferably knowledge and experience in creating Macro tools

Working knowledge of Microsoft Office tools MS Visio, MS PowerPoint, and MS Word Ability to gain a strong…