HR Advocate Expert

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 Work Shift: 8pm to 5am (Philippines) Primary Function/General Purpose of Position The HR Operations Advocate Expert provides frontline leadership to a team of contact center professionals, ensuring the delivery of high-quality, efficient, and service-focused support. This role is responsible for driving daily performance, coaching team members to achieve operational and customer experience goals, fostering a culture of accountability, engagement, and continuous improvement, and serving as a resource for real-time call escalations. The HR Operations Advocate Expert partners closely with leadership to translate strategic priorities into consistent, measurable execution. Essential Job Functions Serve as the senior subject matter expert for HR Ops Advocacy, managing complex and escalated employee inquiries while providing real-time guidance and decision support to Tier 1 Advocates. Own end-to-end resolution of high-impact and sensitive HR cases (e.g., benefits, payroll, leave, employee relations), ensuring accuracy, compliance, and a consistently high-quality employee experience. Drive operational excellence by conducting call quality audits, case reviews, and performance calibrations, ensuring adherence to service standards, SLAs, and policy requirements. Lead real-time operations oversight, monitoring queue health, case volumes, and service levels, and taking immediate action to rebalance workload and mitigate risks. Partner with the Supervisor on workforce planning by providing insights on demand patterns, supporting forecasting, scheduling alignment, and capacity optimization. Coach and develop Tier 1 Advocates through structured feedback, call listening sessions, and performance interventions to uplift capability and consistency. Champion knowledge management by maintaining, enhancing, and governing knowledge base content, ensuring accuracy, usability, and effective knowledge transfer across the team. Analyze trends in employee inquiries, case data, and feedback to identify root causes and drive continuous improvement in processes, systems, and workflows. Ensure strict compliance with HR policies, regulatory requirements, and data privacy standards, while reinforcing discipline in case documentation and escalation protocols. Support onboarding and ongoing training of new hires, embedding standard ways of working and reinforcing a culture of accountability, service excellence, and continuous improvement. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their manager, subject to reasonable accommodation. Licensing/Certification Not applicable. Education Bachelor’s degree in Human Resources, Business Administration, or a related field (required) Work Experience Required: 3–5 years of experience in a call center, shared services, or high-volume operational environment, preferably within a BPO or global service center setting. Preferred: Experience supporting U.S.-based employees and familiarity with HR service delivery models. Training HR Case Management Best Practices (required) Quality Assurance and Calibration Methodology (preferred) Root Cause Analysis and Continuous Improvement (preferred) Customer Experience Excellence (preferred) HR Compliance and Data Privacy Awareness (required) As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way. What we offer Comprehensive HMO medical coverage, retirement plan and group life and accident insurance One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances Paid vacation and sick leave Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need) Mission-driven culture events, community outreach and service opportunities Learning and development programs, mentorship and clear career growth pathways Modern, collaborative office spaces and regular engagement and culture-building activities Benefits may vary based on employment terms and role. Department: Human Resources - HR Services - BSMH Global Business Systems It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment. All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law. We are committed to providing an inclusive workplace free from unlawful discrimination and harassment. If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected] . We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.