US HR Manager - BPO Operations

The HR Manager — US Operations is Ignition Group's dedicated HR partner for its US-based contact centre workforce, operating from South Africa in full alignment with US employment law, operational standards, and client expectations.

This role owns the complete employee lifecycle for US agents and support roles — from sourcing and onboarding readiness through to payroll accuracy, employee relations, compliance, and offboarding — across a fully remote US workforce.

The individual in this role must have direct, practical experience managing HR for a US BPO operation and be comfortable working across time zones, navigating multi-state compliance, and operating as the sole HR authority for the US portfolio. The HR Manager is the primary point of contact for US operations management and works in close coordination with SA-based HR and operational leadership.

Key Responsibilities

• Lead end-to-end recruitment for US agent and support roles: sourcing, screening, offer management, and pre-employment compliance (background checks, drug screening).
• Ensure all job advertising is fully compliant with US regulations, including EEO and OFCCP posting requirements, state-specific salary transparency laws (Colorado, New York, California, Washington, and others), ban-the-box restrictions on job ad language, ADEA-compliant posting practices, and mandated veteran and disability outreach obligations where applicable.
• Manage onboarding readiness: coordinate system access, documentation completion, and Day 1 readiness in alignment with Training and Operations teams.
• Own payroll processing and validation for the US headcount: ensure accuracy across pay cycles, reconcile discrepancies, and liaise with payroll providers or the internal payroll function.
• Manage corrective action processes and employee relations matters end-to-end, including documentation, investigation coordination, and resolution in line with US legal requirements.
• Lead termination and offboarding processes: conduct termination meetings, manage documentation, coordinate final pay, and ensure compliant system deactivation and access removal.
• Own attendance governance and reporting: maintain attendance tracking systems, generate absence and punctuality reports, and partner with operations to enforce attendance standards.
• Track and manage all active FMLA, ADA, and workplace accommodation cases from intake through resolution, ensuring timely correspondence and compliant administration.
• Maintain accurate employee records, HR files, and compliance documentation in accordance with federal and applicable state requirements.

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• Monitor and apply multi-state employment law requirements across all states in which US employees are located, flagging changes and ensuring operational compliance.

Guidance & Advisory Responsibilities

• Provide guidance to Training and Nesting Coordinators on HR processes relevant to the training and nesting phases, including performance concerns, conduct issues, and early attrition management.
• Guide operations team members through the corrective action process, ensuring consistent application of policy and accurate documentation before escalation.
• Advise on background check and drug screening processes for new hires, ensuring consistency, compliance, and timely decision-making that does not delay onboarding.
• Support operations leaders through termination and offboarding tasks — providing process guidance, documentation checklists, and ensuring legal compliance at every step.
• Provide guidance to relevant parties on payroll processing tasks, cut-off timelines, and discrepancy resolution procedures.
• Serve as the US HR escalation point for cross-functional stakeholders including Workforce Management, Quality, and client-side contacts where HR matters intersect with operational performance.

Cross-Functional Coordination

• Partner with Workforce Management on headcount planning, scheduling implications of leave and FMLA, and onboarding intake timing.
• Collaborate with Training and Nesting leads to flag HR-related concerns early in the talent journey and prevent unnecessary attrition during training phases.
• Coordinate with the SA-based HR leadership team on policy alignment, escalations, and reporting cycles.

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• Liaise with client stakeholders where HR decisions (e.g. staffing changes, conduct matters) have direct programme impact, within agreed engagement parameters.
• Work closely with payroll, legal, and compliance functions to manage FMLA, ADA, and multi-state obligations effectively.

Qualification and Experience

• Bachelor's degree in Human Resources, Business Administration, Industrial Psychology, or a related field.
• Minimum 4–6 years of HR generalist or HR manager experience with a direct focus on US employment law, workforce compliance, and BPO operations.
• Proven, hands-on experience managing HR for a US BPO contact centre operation — this is non-negotiable. Candidates without specific US BPO HR experience will not be considered.
• Demonstrated experience managing FMLA, ADA, and workplace accommodation cases end-to-end.
• Proven track record in multi-state HR operations, with active working knowledge of varying state employment requirements.
• Experience managing high-volume agent recruitment cycles within a US contact centre or BPO environment.
• Hands-on experience with payroll validation, pay cycle management, and discrepancy resolution for a US workforce.
• Strong employee relations background: corrective actions, investigations, terminations, and documentation in line with US law.
• Comfortable working remotely from South Africa in alignment with US business hours and time zones.
• Proficiency in HRIS platforms and Microsoft 365 (Outlook, Teams, Excel, SharePoint).
• Active, practical use of AI tools (Microsoft Copilot, ChatGPT, or equivalent) in day-to-day work — drafting, analysis, reporting, or research. Candidates who do not currently use AI tools will not be considered.