Senior Human Resource Manager

Role overview

The Senior HR Manager will oversee a broad spectrum of people operations to help drive organizational goals, with a strong focus on client coordination and handling escalations related to HR matters. The position calls for strategic leadership across hiring, talent development, employee relations, performance management, learning initiatives, and compliance. In addition, the role will act as a key interface for clients, aligning HR delivery to their expectations and resolving concerns in a timely and professional manner.

Key responsibilities

• Plan and run recruitment approaches that help attract and retain strong talent for the company and, where relevant, its clients.
• Own the end-to-end hiring cycle, including drafting role requirements, conducting interviews, and onboarding new hires for internal and client-facing roles.
• Work closely with hiring managers to understand workforce needs and close vacancies efficiently.
• Support internship, graduate, and other talent pipeline programs to build long-term workforce continuity.
• Create a healthy workplace by resolving employee issues, handling conflicts, and ensuring fair and consistent people practices.
• Coach managers on performance conversations, conflict management, and team effectiveness.
• Drive engagement initiatives that strengthen morale, satisfaction, and retention.
• Conduct employee surveys, review responses, and turn feedback into practical culture improvements.
• Act as the main HR contact for clients, responding to queries, concerns, and service needs with customized solutions.
• Work with clients to shape HR policies, strategies, and initiatives that fit their business goals and challenges.
• Maintain ongoing communication with clients to stay aligned on evolving HR requirements and service expectations.
• Advise on organizational development, hiring, compliance, and employee-relations matters.
• Serve as the escalation owner for client HR issues and ensure issues are resolved quickly while preserving strong relationships.
• Manage the performance management cycle, including goal setting, reviews, and development planning for internal and client-facing teams.
• Partner with managers to ensure appraisals are completed regularly and effectively.
• Introduce measures that improve performance through feedback, support, and training.
• Design and support succession planning so leadership pipelines remain strong for the organization and clients.
• Lead learning and development programs that improve employee capability, leadership readiness, and organizational effectiveness.
• Assess training needs and make sure employees can access relevant development opportunities.
• Collaborate with department heads and clients on leadership development, mentoring, and management training.
• Review training impact and keep programs aligned with company goals and required competencies.
• Build, implement, and maintain HR policies and procedures that comply with local, state, and federal employment laws.
• Keep current with labour law updates, regulatory changes, and evolving HR best practices.
• Support audits, grievances, and investigations while ensuring compliance with HR standards.
• Ensure all HR activity reflects ethical standards and the organization’s values.
• Work with senior leaders and clients to design competitive compensation and benefits programs that help attract and retain talent.
• Oversee benefits administration, including health coverage, retirement plans, and wellness offerings.
• Study market trends and salary benchmarks to recommend compensation changes.
• Collaborate with leadership to create HR strategies that reinforce business objectives and growth.
• Use HR metrics, analytics, and reporting to provide leadership with data-backed insights on turnover, hiring, engagement, and performance.
• Share regular reports on key HR initiatives and strategic recommendations based on analysis.
• Handle complex or sensitive HR escalations, including disputes, compliance risks, and legal concerns.
• Work with internal teams and clients during difficult situations to ensure timely resolution.
• Manage escalated matters with confidentiality, professionalism, and adherence to policy.
• Build preventive processes to reduce the likelihood of recurring HR issues.
• Lead, coach, and support HR team members in their day-to-day work and growth.
• Create a high-performance culture within the HR function and across the wider organization.
• Encourage collaboration across functions so HR initiatives support broader business goals.

Candidate profile

Applicants should bring substantial HR experience, strong client-handling ability, and the confidence to act as an escalation point for sensitive people issues. The role suits someone who can balance strategic HR leadership with hands-on execution in a fast-paced environment.

Qualifications and experience

• A master’s degree in Human Resources, Business Administration, or a related discipline is preferred.
• At least 10 years of professional experience in human resources.
• Background in managing client relationships and resolving HR escalations.
• Exposure to talent acquisition, employee relations, performance management, and organizational development.

Core skills

• Deep understanding of HR practices and employment legislation.
• Excellent communication and stakeholder-management skills across employee, manager, and client levels.
• Strong conflict handling and problem-solving capability.
• Ability to manage multiple priorities in a demanding, fast-moving setting.
• Experience with HRIS platforms and HR analytics tools.
• Strong people leadership and team development capability.
• Ability to build collaborative relationships across functions.

Additional notes

The role places particular emphasis on client servicing, escalation management, confidentiality, and aligning HR operations with business and client requirements.