The Operations Lead, GBS HR Function, is responsible for strategically leading and developing a high-performing HR operational team to deliver efficient, effective services aligned with global standards and KPIs. This role ensures seamless project execution, drives technological advancements, and champions continuous improvement to enhance employee experience. By fostering strong stakeholder relationships, managing change initiatives, and upholding compliance, the Operations Lead integrates best practices and innovative solutions to support the organization’s strategic goals. This position plays a crucial role in aligning HR operations across global hubs, cultivating a culture of trust, and preparing the team for future challenges.

Leadership and Team Development

• Accountable for leading, developing, and delivering an efficient and effective GBS HR Operational team in accordance with all KPIs and measures of success. This includes both core operations and new capabilities teams.
• Manage and hold accountable all managers and team leads within the operational squad through systemic delivery of their respective functions.
• As a people manager, build sustainable pipelines across all key critical roles that could disrupt business operations if left without successors. Talent succession and management should be at the heart of all development plans.
• Ensure that the right culture fit and mindset are developed within each team to build an atmosphere of trust and ease, fostering a learning mindset through teaching and understanding.

Strategic Alignment and Vision

• Define and execute the strategic vision for GBS HR Operations, ensuring alignment with broader organizational goals and HR strategies.
• Collaborate with senior leadership to ensure the GBS HR Operations strategy aligns with overall business strategy and HR objectives.

Operational Excellence

• Oversee all new and existing projects within the Operations remit to ensure deliverables are tracked and deployed according to the timeline. Ensure that bottlenecks are broken, and complications are resolved in a timely manner that does not impact BAU deliverables.
• Align HR operational activities across GBS Hubs for best practice and adopt a single global operating model for delivery where local nuances are not applicable. Ensure responsible teams deliver operational standards aligned with Global KPIs.

Employee Experience (EX) Focus

• Enhance customer experience by being versatile in putting oneself in the shoes of stakeholders and driving continuous improvement initiatives to create solutions that improve the GBS HR End-To-End experience.
• Leverage existing Global Business Services (GBS) structures to deliver EX at scale. Reimagine HR, finance, IT, and other functions into employee services, eliminating silos and resetting cost structures.
• Treat employees like customers, infusing purpose into their experience and co-creating experiences based on employees’ expectations to enhance brand loyalty within the workforce.

Technology and Innovation

• Drive technological advancements by championing the adoption of new technologies and automation tools to improve HR operational efficiencies.
• Leverage HR data analytics to inform decision-making, optimize processes, and track performance against KPIs.

Stakeholder Management

• Develop and maintain strong relationships with internal and external stakeholders, ensuring their needs and expectations are met.
• Ensure transparent and effective communication channels are established between the GBS HR team and stakeholders.

Change Management

• Proactively manage and support change initiatives within the HR operations function to adapt to evolving business needs.
• Assess the impact of changes on HR operations and ensure that teams are prepared and equipped to handle transitions smoothly.

Quality Assurance and Continuous Improvement

• Develop and enforce quality standards to ensure the highest level of service delivery.
• Encourage a mindset of continuous improvement within the team, regularly reviewing and refining processes.

Risk Management

• Proactively identify operational risks and implement measures to mitigate them.
• Develop and maintain crisis management plans to ensure operational continuity during unforeseen events.

Benchmarking and Best Practices

• Regularly benchmark GBS HR Operations against industry best practices to ensure competitiveness and efficiency.
• Integrate best practices into operational processes to enhance service delivery and operational efficiency.

Compliance and Controls

• Uphold compliance and controls in BAU activities to ensure that the right governance is always practiced, preventing data breaches and security incidents that could put the company in a precarious situation.

• Minimum 10 years in a similar HR Operational role or Shared Service set-up, preferably within a multinational corporation. People Management experience is a must.
• Proven experience of working in a high pressure, fast-paced environment, working effectively across different time zones
• Experienced in managing stakeholders at different levels of the organization and be able to influence decisions where required.