Director HR Service Delivery

Duties & Responsibilities:

• Establish, communicate & have oversight over HRSD Level Agreements, performance metrics, KPIs and ensure customer satisfaction goals are met, at Global level.
• Ensure all operations are compliant with internal controls and auditing standards. Follow the established internal auditing and proper separation-of-duties procedures.
• Manage priorities of the HRSD workstreams to ensure consistent support and efficiency of service delivery.
• Drive the implementation of impactful automations, including the use of digital tools/RPA technology to gain efficiency and improve customer satisfaction.
• Review HR Exemptions about deviation from policies/procedures specific to the countries supported by the HRSD.
• Translate monthly KPIs and data into measurable action and present projects to management for evaluation and prioritization of team performance.
• Partner with Governance & Analytics teams in process improvement, business transformation, customer service.
• Evaluate the month-on-month workload and team utilization to plan the operations as well as to have a sustainable Business Continuity Plan.
• Manage HRSD resources in terms of People Management as well as their respective budget allocation.

Skills & Experience:

• Bachelor’s degree in business administration or similar social disciplines.
• Minimum 10 years of Managerial experience in HR Service Delivery Management roles for multiple geographies or at global level.
• Experience of starting up and building a Service Delivery Centre covering various locations globally is essential.
• Prior Mid to Senior Leadership experience with an HR Transformation, HR Operations and Shared Services environment (a call centre or ticketing environment), supporting all aspects of the employee life cycle and Centre of Excellence (COE) support, in a customer-centric environment.
• Ability to identify and drive process improvements as well as the day-to-day operations.
• Effectively works with various levels of stakeholders and leaders.
• Demonstrated experience of managing through change.
• Proficiency in HR Information Systems, particularly Oracle HCM or similar platforms, with a focus on leveraging technology to enhance service delivery.
• Must be flexible on relocation.