Lead - HR Service Delivery

Your role

HR Operations & Transition Management:

• Lead the transition of HR Operations activities from Hong Kong, Singapore, Malaysia, South Korea, and China to India.
• Independently conduct deep‑dive analysis of existing HR operations, consolidating undocumented practices into clearly defined current‑state processes.
• Own operational continuity during transition phases, ensuring no disruption to employee lifecycle activities.
• Design and implement standardized, scalable, and future‑ready HR processes aligned to global best practices.
• Act as the primary interface between Asia HR stakeholders and People Hub teams to enable smooth transition and stabilization
• Oversee Tier 2 HR case management, monitoring and actioning complex cases to ensure timely and appropriate resolution.

HR Transformation:

• Identify new workstreams that can be delivered from India while designing and implementing the future‑state HR Operations model (shared services operating model, COE/HRBP interfaces, escalation pathways, and SLAs).
• Map, re‑engineer, and standardize Hire‑to‑Retire processes, including Recruitment Operations, Onboarding, Employee Data Management, Movements/Transfers, Benefits Administration, Leave & Time, Employee Relations Operations, Exit, and Records Management.
• Produce high‑quality SOPs (purpose, scope, process steps, controls, roles, inputs/outputs, exception handling, and reporting), RACI matrices, and knowledge articles to enable effective People Hub delivery.
• Embed controls and auditable trails and integrate automation, where feasible, to reduce manual effort and error.
• Promote employee self‑service by developing robust processes and strong knowledge articles.
• Process Standardisation & SOP Development
• Own the creation of SOPs across all Hire‑to‑Retire processes, ensuring clarity on roles, decision points, controls, and escalation paths.
• Establish and maintain process governance frameworks, including SLAs, RACI, quality checks, and audit mechanisms.
• Identify process gaps, inefficiencies, and manual workarounds, and implement continuous improvements or automation where feasible.
• Ensure SOPs remain current, accessible, and usable by People Hub and HR Service Delivery teams.

Payroll Operational Oversight & Transition:

• Ensure stable and accurate payroll delivery for Hong Kong and South Korea.
• Act as the primary interface between the Asia region and the People Hub payroll team during the transition of Malaysia, Singapore, and China payroll.
• Partner with Payroll, Finance, and vendors to manage payroll transitions, including parallel runs, data validation, issue resolution, and post‑go‑live stabilisation.
• Monitor payroll quality metrics and drive corrective actions to achieve error‑free payroll delivery.

Governance, Compliance & Risk Management:

• Establish strong HR process governance, including periodic audits of HR systems, employee data, and statutory compliance metrics.
• Ensure HR policies are current, employee‑friendly, and aligned with local labour laws and regulatory requirements.
• Proactively identify operational risks and ensure HR Partners and regional stakeholders are informed of issues impacting delivery.

Systems & Employee Experience:

• Act as a subject matter expert on Workday and ServiceNow for HR Operations and train stakeholders on best practices.
• Partner with the People Hub to drive self‑service adoption, reduce reliance on manual support, and enhance overall employee experience.
• Collaborate closely with regional HRBPs to ensure operational efficiency and seamless end‑to‑end service delivery.

Reporting & Continuous Improvement:

• Provide regular operational reporting and dashboards covering volumes, turnaround times, SLAs, error rates, and escalations.
• Analyse HR operational data to identify patterns, recurring issues, and improvement opportunities.
• Develop Power BI dashboards or automated reports (preferred) to support leadership decision making and continuous improvement initiatives.

HR Communications & Content Management:

• Manage HR communications and publish important updates on the company intranet (Sphere), leveraging efficient and scalable communication methods.
• Support rebranding initiatives by ensuring compliance with updated templates, letterheads, and branding guidelines.
• Maintain accuracy and consistency of all HR content shared with employees.
• Drive people process and mandatory training completion within defined timelines through effective and streamlined communication approaches.