Head HR Operations – shared services

Key Responsibilities

Global HR Operations Delivery

• Own and manage end-to-end HR operational processes across the employee lifecycle (hire-to-retire).
• Ensure consistent, high-quality HR service delivery across regions under defined SLAs and KPIs.
• Act as the single point of accountability for HR transactions handled through Shared Services.

Shared Services Governance & Service Management

• Define and embed global HR policies, procedures, SOPs, and operating models.
• Establish governance frameworks, escalation models, and issue-resolution mechanisms.
• Partner with CoEs, BU HR, and local HR teams to ensure smooth service hand-offs.

Process Standardization & Continuous Improvement

• Drive global standardization of HR processes while respecting local compliance needs.
• Identify automation and digitisation opportunities (HRIS, workflows, self-service, AI/chatbots).
• Lead Lean / Six Sigma initiatives to improve efficiency, accuracy, and turnaround time.

HR Technology & Systems Enablement

• Own day-to-day operations of HR systems (HRIS, ticketing tools, employee self-service).
• Partner with HRIS, IT, and vendors for enhancements, upgrades, and releases.
• Ensure data integrity, reporting accuracy, and system compliance.

Compliance, Audit & Risk Management

• Ensure statutory, regulatory, and policy compliance across all supported geographies.
• Lead internal and external HR audits and close audit findings.
• Manage data privacy, access controls, and documentation standards.

Global Stakeholder Management

• Serve as a strategic partner to BU HR Heads, HR COEs, Finance, Payroll, Legal, and IT.
• Manage expectations and communicate service performance and improvements.
• Provide clear reporting to HR leadership and ExCom as required.

Team Leadership & Capability Building

• Lead, develop, and coach a global HR Shared Services team.
• Define roles, competency frameworks, and career paths within Shared Services.
• Drive performance management, engagement, and productivity of the team.

Vendor & Outsourcing Management

• Manage third-party vendors (payroll, benefits administrators, background verification).
• Track vendor performance against contracts and SLAs.
• Lead RFPs, renewals, and cost optimisation initiatives.

Metrics, Reporting & Business Insight

• Track operational metrics (SLA adherence, cycle time, accuracy, cost-to-serve).
• Provide dashboards and management reporting to support decision-making.
• Use data to proactively identify risks, bottlenecks, and improvement opportunities.

Transformation & Change Management

• Support HR transformation initiatives (GSSC setup, new operating models).
• Lead change management for process and system rollouts.
• Ensure high adoption, communication, and training effectiveness globally.

Qualification & Requirements

• 5+ years of work experience with Shared Services
• 8+ years of work experience with HR Operations

Benefits

No information available.