HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

The Client Services Supervisor is responsible for overseeing the day-to-day operational and administrative functions of assigned client accounts. This role serves as the primary point of contact for client concerns related to operations and employee performance while ensuring the effective delivery of HR processes at the client level. The Client Services Supervisor works closely with internal support teams to maintain business continuity, operational excellence, and compliance with company policies.

Key Responsibilities

Operational & Team Management

• Respond to client inquiries via email and other communication channels within a 2-hour Service Level Agreement (SLA).
• Provide day-to-day operational and project support to clients and employees.
• Ensure client compliance with company systems, processes, and policies.
• Build and maintain strong client relationships by providing regular updates and addressing operational concerns.
• Manage employee work schedules and staffing requirements.
• Lead daily operations while motivating and supporting team members through positive leadership.
• Monitor team attendance, productivity, performance, and SLA adherence.
• Foster a positive, collaborative, and high-performing work environment.
• Encourage employee engagement by creating effective feedback channels.
• Drive initiatives that support long-term operational excellence.
• Assist in developing strategic operational plans.
• Develop and implement departmental policies, procedures, and operational improvements.
• Manage complex cross-functional HR projects.
• Validate invoices and prepare accurate and timely client reports.

Human Resources & Employee Management

• Serve as the primary liaison between Client Operations, Management, and employees.
• Perform a broad range of HR administrative and employee relations activities.
• Conduct performance evaluations and identify employee strengths and development opportunities.
• Monitor and report individual and team performance through regular scorecard reviews.
• Address employee concerns professionally while ensuring compliance with the Company Code of Conduct and Philippine Labor Laws.
• Provide coaching, performance guidance, and disciplinary action when necessary.
• Develop and implement employee engagement initiatives that improve morale, retention, and productivity.
• Monitor departmental performance in partnership with the Human Resources team.

Client & Business Support

• Organize monthly town hall meetings with internal departments to review operational performance.
• Recommend and implement process improvements across HR, IT, Finance, and other support functions.
• Improve coordination and communication between departments.
• Reconcile monthly operational activities and generate year-end reports.
• Assist with payroll administration, employee benefits, and organizational insurance.
• Coordinate with legal counsel regarding legal and compliance matters, including intellectual property, copyright, governing instruments, and partnerships.
• Oversee organizational insurance policies and support workplace health and safety initiatives.

Minimum Qualifications

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• At least 3–5 years of relevant experience in Human Resources and Operations.
• Strong knowledge of Philippine Labor Laws and HR policies.
• Previous experience in a BPO or offshoring environment.
• Experience supporting startup campaigns or Australian clients is an advantage.
• Excellent English communication skills, both written and verbal.
• Strong client management and stakeholder relationship skills, with the ability to communicate effectively across all organizational levels.
• Demonstrated leadership, sound decision-making, and problem-solving abilities.
• Goal-oriented, proactive, and able to thrive in a fast-paced environment.
• Willing to work morning or night shifts and open to shifting schedules, including weekends, as business needs require.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.