Global Human Resources Operations Sr Director (Multiple Locations)

Key Responsibilities

Employee Service Delivery

• Develop and Deliver Employee-Focused HR Services: Ensure employees across all countries receive high-quality services as defined in the service catalog for tier 0, tier 1 and tier 2 support including employee and manager inquiry management, online support, policy and program interpretation, employment verification, payroll operations, benefits administration, HR data management (HRBP support), compliance and policy administration, employee onboarding and offboarding. leave administration, training administration, LMS support and HRIS support.
• Proactive Issue Resolution: Build support and services environment to resolve employees’ and managers’ inquiries. Identify solutions to most FAQs to minimize issues into the center.
• Design an Exceptional Employee Experience: Create streamlined, standardized, consumer grade, user-friendly processes and tools that support employees throughout their career.
• Service Delivery Model: Establish and implement protocols for tiered delivery model and response mechanisms to efficiently resolve employee questions.
• Monitor and Optimize Service Quality: Establish service delivery standards and KPIs tailored to employee needs, ensuring timely and accurate responses to :30,000+ annual employee tickets.
• Enhance Accessibility: Leverage innovation and digital tools and self-service platforms to empower employees with easy access to HR services and information aligned with the HR service delivery model and strategy.
• Drive Employee-Centric Innovations: Continuously seek feedback and insights to identify gaps and innovate service delivery for greater employee experience. Continuously improve the processes and cycle time to gain greater productivity within the centers.
• Develop and execute the end-to-end transition plan to implement the service delivery model across the globe.
• Define and manage the GBS HR Operations service portfolio, ensuring processes meet productivity and cost expectations.

Compliance and Standards

• Ensure adherence to global and local regulations, including data protection laws (e.g., LGPD).
• Maintain robust data protection programs, focusing on secure data storage and process compliance.
• Standardize payroll and benefits control processes globally to optimize compliance and economies of scale.
• Ensure approvals are adhered to for any data requests into the center.

Client Engagement and Innovation

• Maintain strong relationships with internal clients through regular strategic and operational meetings.
• Identify and propose new service opportunities to reduce client costs and improve service offerings.
• Stay updated on market trends to innovate and enhance the quality of services provided.

Budget and Resource Management

• Oversee the operational budget, ensuring cost efficiency and recommending corrective actions for deviations.
• Optimize the allocation of human, technical, and material resources.

Qualification & Requirements

Education:

• Bachelor’s degree in Human Resources, Business Administration, or a related field (Master’s preferred).

Experience:

• Must have Successful experience in implementing and maintaining the Employee Support / HR Services on a global level.
• Solid experience in Global HR Operations or Shared Services
• Proven track record of designing, implementing and managing a shared services approach in HR
• Proven track record in managing large teams and multi-country service delivery.
• Expertise in compliance, data protection, and payroll
• Led a large scale, global team of :200 employees,
• Fosters a high-performance culture
• Highly inspirational leader who motivates a dispersed team motivation

Skills:

• Strong strategic thinker and leadership capabilities.
• Excellent communication and client relationship skills.
• Ability to remain tactful and persuasive with stakeholders during complex situations or challenging processes.
• Proficiency in digital transformation and process automation.
• Knowledge of global labor laws and compliance standards.

Key Competencies

• Strategic Planning and Execution
• Consumer-based Service Delivery
• Process Innovation and Continuous Improvement
• Team Leadership and Development
• Client-Centric Service Excellence

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…