HR SSC Regional Hub Leader

Key Responsibilities

• Deliver end-to-end HR services accurately and on time, ensuring SLAs, KPIs, and compliance are met.
• Lead and develop the HR operations team, fostering accountability, collaboration, and continuous improvement.
• Act as the main liaison for internal HR teams, business units, and vendors, aligning local delivery with global standards.
• Drive process optimization and compliance, including automation, standardization, and adherence to statutory regulations.
• Leverage HR technology and data to enhance service efficiency, monitor trends, and support informed decision-making.
• Service Delivery Management: Own SLAs/OLAs, daily performance huddles, month-end/peak orchestration.
• Process Excellence & Automation: Standardize processes, drive RPA/ML opportunities, reduce defects and cycle time.
• Transition & Change Management: Plan and lead new scope migrations, stabilize and optimize post go-live.
• Governance & Controls: Maintain risk register, control testing, audit coordination, and remediation plans.
• Capacity & Workforce Planning: Forecast volumes, optimize staffing, manage vendor/BPO interfaces if applicable.
• Stakeholder Engagement: QBRs/MBRs, scorecards, VOC programs, escalation handling.
• Financial Stewardship: Budget, unit costs, business cases, benefits tracking.
• Talent & Culture: Build capabilities, succession plans, learning pathways, and engagement initiatives.

Qualification & Requirements

Skills

• Strategic thinking and proactive mindset
• Strong analytical capabilities with data analytics experience
• Stakeholder management, communication and problem-solving
• Agile project management in HRIS systems
• Process mapping tools and Digital transformation frameworks
• Change management methodologies
• M&A integration capabilities

Competency Profile

Technical Competencies

• Risk & Compliance Management
• ITIL Framework Knowledge
• SLA & KPIs Managment
• Resource / Optimization planning

Behavioural Competencies

• Strategic Thinker
• Leadership
• Customer Orientation
• Continuous Improvement Approach

Key Performance Indicator

• Delivering on SLA
• Customer Adoption Rate
• Customer satisfaction scores
• Technology Integration
• Process Redesign

Prior Experience

• Master’s degree in HR Management, Business Administration
• 10-15 years experience in HR roles
• Deep expertise in establishing and maintaining Service Level Agreements (SLAs) for high-volume transactional services
• Proven shared services implementation track record

Benefits

No information available.