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Strategic Leadership:

• Direct and manage the HRSS teams to ensure compliance with human resource management and reporting requirements.
• Establish criteria in collaboration with HR Leaders of the Center of Excellence (COEs) and HR Business Partners, including service level agreements and KPIs.
• Drive continuous improvement of services provided by the HRSS Team.
• Performance Management:
• Monitor, update, and report on performance to agreed upon Service Level Agreements.
• Manage team performance against relevant SLA metrics to achieve and maintain SLA goals.
• Evaluate team performance and maintain effective succession planning.

Process Improvement and Automation:

• Analyze HRSS data to improve processes, ensure proper resource allocation, and maximize efficiency and customer satisfaction.
• Maintain and improve HRSS operations by monitoring system performance, identifying and resolving problems, and managing system and process improvement and quality assurance programs.
• Develop and promote a culture of continuous process improvement and automation.
• Team Management:
• Hire, develop, train, and ensure the HRSS Team has the knowledge and abilities to be successful.
• Lead and directly manage the HR Shared Services Team, including talent acquisition, retention, and development.

Customer Relationship Management:

• Maintain effective relationships with employees, managers, HR Business Partner team members through regular communications and follow-up.
• Serve as the senior single point of escalation for HRSS and handle complex and critical service-related issues.
• Reporting and Analytics:
• Prepare comprehensive periodic reports to support management decision-making.
• Establish performance and customer satisfaction metrics, create dashboards for reporting and analytics, and proactively identify recurring issues and trends.

Quality Assurance and Compliance:

• Ensure quality check of processed transactions and zero defects to end requestor.
• Conduct deep dive root cause analysis on issues/escalations and identify process breakdowns.
• Maintain all HR Operations & Policy SOPs and ensure they are updated and disseminated to the wider HR Team.

External Liaison:

• Liaise with statutory and internal auditors, tax regulators, accounting regulators, and regulatory bodies.
• Provide information to auditors, shareholders, and other stakeholders on a timely basis.
• This role requires a seasoned HR professional with strong leadership, analytical, and communication skills, capable of driving efficiency, compliance, and excellence in HR Shared Services.

Experience range (Years):

• 10 years – 15 years