Lead – HR Service Delivery

What This Role Does (At a Glance)

• Ensures 100% People Operations delivery through robust governance, controls, and checkpoints
• Investigates complex HR and payroll issues end-to-end and identifies root cause, not symptoms
• Oversees payroll accuracy and availability checks across regions and teams
• Leads HR Operations transition and transformation into a scalable People Hub model
• Uses data, reporting, and dashboards to surface risks, trends, and improvement opportunities early

Key Responsibilities

1. Delivery, Governance, Audit & Risk Control

• Establish and own robust governance checkpoints across Hire-to-Retire processes to ensure flawless execution
• Perform periodic audits of HR Operations processes, identifying gaps and implementing sustainable control improvements
• Proactively identify operational, system, and risks before they impact employees or payroll
• Design and enforce controls, validations, escalation paths, and audit mechanisms
• Ensure SOPs remain current, usable, and audit-ready for People Hub and HR Service Delivery teams
• Build, strengthen, and enforce controls across employee lifecycle processes
• Owner escalation and complex / high-risk operational issues

2. Investigation & Root-Cause Analysis

• Serve as the primary investigator for HR Operations and payroll issues
• Independently work backwards through systems, data flows, handoffs, and decisions - even where historical knowledge or documentation is missing
• Convert investigation outcomes into corrective actions, control improvements, and SOP enhancements
• Support with fact-based analysis and clear recommendations

3. HR Operations Transition Management (Asia to India)

• Be the catalyst for a smooth transition of HR Operations activities from Hong Kong, Singapore, Malaysia, South Korea, and China to India
• Conduct deep-dive analysis of existing operations, documenting undocumented or fragmented current-state practices
• Ensure business continuity and zero disruption to employee lifecycle activities during transition phases
• Act as the key interface between HR Operations and People Hub teams to drive smooth transition and stabilisation
• Oversee Tier 1 & 2 HR case management, ensuring timely, appropriate, and consistent resolution of complex cases

4. HR Transformation & Operating Model Design

• Identify new HR Operations workstreams that can be delivered from India as part of the future-state shared services model
• Re-engineer and standardise Hire-to-Retire processes, including:
  • Recruitment Operations
  • Background verification
  • Onboarding
  • Employee Data Management
  • Transfers & Movements
  • Benefits Administration
  • Leave & Time
  • Employee Relations Operations
  • Exit & Records Management
• Drive employee self-service by building strong processes and high-quality knowledge content

5. Payroll Operational Oversight & Transition

• Ensure stable, accurate payroll delivery across Hong Kong, Macau, Singapore, Malaysia, and South Korea through strong validation, controls, and governance oversight
• Act as the designated backup for in-country payroll owners, with the capability to independently run payroll when required to ensure continuity and risk mitigation
• Perform detailed payroll validation and availability checks, identifying anomalies prior to payroll sign-off
• Monitor payroll quality metrics and drive corrective actions to achieve sustained, error-free payroll delivery

6. Systems & Employee Experience

• Act as an operational SME for Workday and ServiceNow within HR Operations
• Diagnose system and data issues, understanding how processes and systems interact end-to-end
• Support training and best-practice adoption across People Hub and regional teams
• Partner closely with all teams to ensure seamless operational delivery and a consistent employee experience

7. Data, Reporting & Continuous Improvement

• Own HR Operations reporting covering volumes, turnaround times, SLAs, error rates, escalations, and trends
• Analyse operational and payroll data to identify patterns, recurring issues, and systemic risks
• Develop and maintain dashboards and automated reports (Power BI preferred) to support decision-making
• Use data to proactively recommend improvements, automation opportunities, and control enhancements