Director, Global HR Service Operations, HR Service Delivery

Key Responsibilities

• Operational Leadership: Lead day-to-day operations of HR service delivery teams, ensuring consistent execution of core HR processes (e.g., onboarding, offboarding, employee data management, benefits administration).
• Service Excellence: Track and enhance service levels, KPIs, and SLAs to deliver prompt, accurate support for employees and HR partners. Review and recommend improvements for KPIs focused on operational efficiency, service quality, and customer satisfaction.
• Process Optimization: Identify and implement process improvements, automation opportunities, and standardization across regions.
• Stakeholder Engagement: Collaborate with HR COEs, regional HR leaders, and Regional leaders to ensure service delivery meets evolving needs.
• Technology Enablement: Partner with HRIS, IT, Finance and other teams to leverage digital tools and platforms (e.g., Workday, ServiceNow) for enhanced service delivery.
• Team Development: Build and lead a high-performing team, fostering a culture of accountability, innovation, customer-centricity, and continuous learning
• Compliance & Risk Management: Ensure adherence to global and local compliance standards, data privacy regulations, internal policies and audit requirements.
• Change Management: Lead and support transformation initiatives, including transitions to GBS, new technology rollouts, and organizational changes.

Qualification & Requirements

Educational Qualifications And Previous Experience

• Bachelor’s degree in business administration, Operations Management, Human Resources or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in HR service delivery, operations management, or HR shared services, with at least 5 years in a leadership role.
• Proven experience managing global teams and working in a matrixed, multinational environment.
• Experience in GBS or shared services environments strongly preferred.
• Demonstrated success in leading large-scale transformation or process improvement initiatives.

Professional Qualifications

• Certification in Lean Six Sigma, ITIL, PMP, or similar operational excellence frameworks is highly desirable.
• Strong understanding of HR systems (e.g., Workday, ServiceNow) and service delivery models.
• Strong understanding of compliance, risk management, and governance in service operations.

Professional Skills And Key Competencies

• Strategic thinking and ability to translate vision into actionable plans.
• Exceptional leadership and people management skills.
• Strong analytical and problem-solving capabilities.
• Excellent communication and stakeholder engagement skills.
• Ability to manage complexity and drive results in a fast-paced, global environment.
• High proficiency in data-driven decision-making and performance management.
• Change leadership and adaptability to evolving business needs

Benefits

No information available.