Regional H2R Service Delivery Lead for Shared Business Services (SBS)

Key Responsibilities

Service Delivery & Operations

• Run daily H2R operations for the center/region, ensuring reliability, timeliness, quality, and compliance across all in scope subprocesses. Scope subprocesses.
• Execute against the global service charter, SOPs, and standards; enforce local adherence and manage controlled exceptions.
• Coordinate shift plans, capacity, and cross training to handle seasonal peaks and business continuity. Training to handle seasonal peaks and

Performance Management

• Own regional KPIs/SLAs (cost, quality, speed, experience); publish dashboards, lead reviews with stakeholders, and drive corrective actions.
• Contribute data to global H2R performance reviews and scorecards led by the service line.
• Standards, SOPs & Controls
• Implement global process standards locally in partnership with GPO/POs; raise and manage deviations through governance.
• Govern the SOP lifecycle at the center (creation, validation, periodic updates, single source of truth) and uphold knowledge management practices. management practices.
• Maintain risk controls and BCP/DR readiness for critical H2R services in the region.

People Leadership

• Lead and coach H2R supervisors/teams; build skills mapped to the global competency model; drive engagement and retention.
• Provide structured feedback into workforce planning and talent pipelines for the H2R service line.

Stakeholder & BRM Routines

• Act as primary H2R delivery contact for regional HR leadership/HRBPs and business stakeholders; manage escalations and expectations.
• Run regional governance routines (monthly/quarterly service reviews) and feed the global stakeholder plan/JBP with your Service Line counterparts.

Continuous Improvement & Digital

• Identify and deliver CI/automation opportunities; quantify benefits and track realization in alignment with the service line roadmap.
• Champion a digital first mindset (workflow, case tools, analytics) to improve experience and throughput.

Transitions & Stabilization

• Lead the center’s readiness, knowledge transfer, go live, hyper care, and stabilization for H2R scope migrations; adhere to SBS transition tollgates and documentation.

Qualification & Requirements

Experience And Qualifications

• 5–10+ years in HR shared services/GBS delivery with multicountry regional scope; track record running payroll/benefits and employeelifecycle operations at scalecountry regional scopelifecycle operations at scale
• Demonstrated success owning KPIs/SLAs, resolving escalations, and leading teams through standardization and change.

Soft Skills

• Strong people leadership, coaching, and workforce planning.
• Operational rigor (governance, controls, BCP) and data driven decision-making.
• Stakeholder management/BRM, conflict resolution, and clear executive communication.
• Continuous improvement and digital mindset
• Good presentation, communication skills and experience in engaging & presenting to senior executives regularly.
• Ability to work in a dynamic, fluid environment by taking quick decisions and working independently.
• Track record of problem-solving experience based on data analysis.
• Fluent English is mandatory.

Benefits

• Competitive salary and benefits
• Hybrid work available (not applicable to all roles)
• Pension contributions
• Access to Training and Development
• Access to Concierge Partnerships