The People Services function is a people services/shared services organization in the region providing employee lifecycle services, HR systems administration and technology implementation expertise. This role will lead the HR operations teams, governance and process excellence in the region. As a key member of the People leadership team, this role will be responsible for managing and driving the efficiency, scalability, efficiency, drive standardization and enhance employee of HR operation execution across the APAC region. This role oversees a range of business functions, including collaboration with Finance, Payroll, IT, procurement and other support services, ensuring alignment with organization goals, regional regulations, and best practices. This role adopts an analytical and methodical approach to addressing issues. He/She is astute in managing resources and leveraging on people capabilities and continuous improvement to improve HR processes and systems. This role adopts a broad, global perspective and synthesizes knowledge from multiple domains to arrive at holistic solutions to optimize the organization’s People/HR processes and systems. He/She is a forward-thinking leader who applies sound judgment and well-reasoned logic to influence others effectively and gain their commitment and support.

Strategy and Leadership

• Develop and execute the Inchcape people operating model, particularly shared services strategy for the APAC region in alignment with organizational goals and objectives.
• Drive transformation initiatives to streamline processes, improve service delivery, and enhance customer satisfaction.
• Establish and monitor key performance indicators (KPIs) to ensure the people services team meets performance and efficiency goals.
• Setting clear goals, fostering a culture of collaboration, and promoting continuous improvement.
• Drive the adoption of best practice, ensuring consistent service delivery and exceptional customer satisfaction in collaboration with People leadership.

Operational Excellence

• Oversee the delivery of core people function operations, ensuring quality, compliance with policies, procedures, cost-effectiveness and legal requirements across all markets.
• Lead continuous improvement efforts, streamline HR processes, automation, documentation, best practices and workflows to drive efficiency and standardization while enhancing service quality.
• Establish and monitor service level agreements (SLAs) to ensure timely and accurate delivery of people services, addressing any performance gaps proactively.
• Ensuring the excellence experience and HR service delivery to the stakeholders.
• Manage risk and ensure adherence to regional legal, regulatory and compliance requirements.

Team Leadership and Development

• Build and lead a high-performing people services team, fostering a culture of collaboration, accountability and innovation.
• Provide coaching, mentoring, and career development opportunities to team members.
• Promote diversity, equity, and inclusion within the people services, Collaborate with IT and HR teams to optimize employee and manager self-service platforms, ensuring user-friendly access to HR information, policies, and services organization.

Stakeholder Engagement

• Act as the primary point of contact for market, regional and global leaders, ensuring people services align with the new operating model and business needs.
• Collaborate with internal and external stakeholders to identify opportunities for improvement and resolve issues promptly.
• Partner with cross-functional teams to support organizational initiatives and deliver seamless services.

Technology and Innovation

• Drive the adoption of innovative tools and technologies to enhance service delivery and improve user experience.
• Collaborate with IT, global team and digital transformation to implement system upgrades, integration and automation initiatives.

Employee and Manager Self-Service

• Change management and enablement to promote and optimize employee and manager self-service platforms, ensuring user-friendly access to HR information, policies, and services.
• Leverage HR technology and data analytics to improve decision-making, drive process automation, and enhance employee experience.
• Partner with Talent Acquisition teams to optimize candidate and employee experience with onboarding processes, ensuring a positive experience for new hires.

Metrics and Reporting

• Custodian of people services ticketing system (Managed Engine) and establish key performance indicators, dashboards, and reporting mechanisms to monitor people services performance and provide insights to People leadership.
• Conduct regular analysis of people related data to identify trends, patterns and areas for improvement, making data-driven recommendations to enhance People Services delivery.

Skills and Experience Required

• Extensive experience in shared service, business process reengineering, or a similar field, with proven track record of leading large-scale operations.
• Demonstrated experience in managing and leading high-performing shared services team or function across multiple countries.
• Proven ability to develop and execute strategic initiatives, drive change management, and achieve operational excellence.
• Strong understanding of regional and global business practices, compliance and regulation.
• Excellent project management skills, with ability to prioritize and manage multiple complex projects simultaneously.
• Proficient in HR cloud technology especially SAP SuccessFactors and other related HCM solutions.
• Strong analytical and problem-solving abilities, with the capacity to interpret HR data and make data-driven recommendations.
• Excellent leadership and communication skills, with the ability to influence and engage stakeholders at all levels of the organisation.
• Exposure to other workflow and automation platform is additional advantage, such as Microsoft PowerPlatform, Ticketing, Adobe, etc.