Job Description
Role Title: Head – HR Operations
Location: Chennai
What will you be doing
• Service delivery from the GSC in Chennai and by regional teams in Noida, Pune, Mumbai, Hong Kong and Japan.
• Global Functional accountability for service lines such as HR Operations General, HR Helpdesk and Learning Operations.
• Oversight of delivery of all required processes and controls for in-scope services, as per defined service performance metrics, whilst always seeking to optimise the performance, cost, risk and resilience of the service line
• Effectively manage and nurture colleagues in team to build expertise and motivate to high levels of performance. Evaluate key person dependency and ensure that succession plans are in place for key leads and critical roles in the service line.
• Leading and participating in HR Operations internal governance forums as well as in service reviews with core TCs/COEs, presenting value-adding analysis of performance, identifying trends and recommending new ideas and solutions to improve operational efficiency.
• Identify opportunities for service changes and enhancements (including opportunities for standardisation and optimisation) and partner with the Service Improvement Team to ensure that these are prioritised and championed appropriately.
• Driving a Continuous Improvement mind-set and embedding this culture across all teams, to:
o Eliminate as much non-value added activity as possible.
o Pro-actively identify and work with HR Technology to progress automation opportunities.
• Driving operational excellence throughout our control environment, to mitigate risks and minimise the occurrence of risk events and issues.
• Ensuring operational resilience is continually maintained, including proactively identifying a proposing solutions to address any single points of failure
• Ensuring appropriate governance and documentation is in place and maintained to effectively manage delivery of the service, including:
o Ensuring all service (and related processes and control) procedures are in-place and continually evaluated for greater efficiency and better colleague experience.
o Following agreed Governance processes for changes that impact the Enterprise Process Taxonomy (EPT) and 1 level below.
• Setting clear direction and performance targets, and diligently measuring success – cascading strategy and clearly communicating progress through verbal and written updates.
• Setting SMART individual and team objectives, and working closely with the regional leads to provide inputs to appraisals for the teams across regions.
• Influence the strategic direction of the service line to meet requirements of business and stakeholders while ensuring alignment with the global service delivery model, taking into consideration control, cost and efficiency principles.
Stakeholder Management and Leadership
The role holder shall be able to:
• Steer the strategic direction to meet requirements of business and stakeholders, while ensuring alignment with the global service delivery model.
• Provide firm and fair leadership and have the ability to explain their subject matter with clarity and a level of authority. This shall include high-quality written reports, including relevant data, where required.
• Demonstrate excellent people management skills in relation to motivation, training, development, well-being and delivery.
• Fully manage the day-to-day operational functions for the team.
• Work with the HR Operations India and APAC Regional leadership to create a cohesive approach to retaining and developing talent across the function.
• Provide strong operational management experience - in measuring and improving effectiveness and productivity.
Decision-making and Problem Solving
• Analyse problems and evaluate options in a logical and systematic way
• Builds trust through credible use of facts and data and possesses ability to creatively resolve problems and issues at pace
• Analyse problems prior to decision making - commit to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organisational values.
What we're looking for
• Extensive experience in HR shared services delivery, across the spectrum of services working with senior global stakeholders.
• Excellent knowledge of HR tools and technology – Sales Force, Workday, SAP, Success Factors, Case management and workflow tools, interactive portals and HR analytics tools.
• Customer Service experience – ability to deal with a varied customer base, including business customers and senior stakeholders, and explain complex matters in a clear way.
• Demonstrable ability to manage and lead a high performing team, including managing team performance by delivering against SLAs and provision of associated service line reporting
• Excellent written and verbal communication skills.
• Strong interpersonal skills, and evidence of engaging at both junior and senior (Director) levels
Skills that will help you in your role
• Bachelor's Degree or Equivalent.
• Extensive experience with managing HR delivery teams, including strong Payroll knowledge.
• Demonstrable experience with managing stringent performance requirements.
• Demonstrable experience with continuous improvement / LEAN.
• Experience with working with globally diverse teams.
• Excellent communication skills (both verbal and written
Location: Chennai
What will you be doing
• Service delivery from the GSC in Chennai and by regional teams in Noida, Pune, Mumbai, Hong Kong and Japan.
• Global Functional accountability for service lines such as HR Operations General, HR Helpdesk and Learning Operations.
• Oversight of delivery of all required processes and controls for in-scope services, as per defined service performance metrics, whilst always seeking to optimise the performance, cost, risk and resilience of the service line
• Effectively manage and nurture colleagues in team to build expertise and motivate to high levels of performance. Evaluate key person dependency and ensure that succession plans are in place for key leads and critical roles in the service line.
• Leading and participating in HR Operations internal governance forums as well as in service reviews with core TCs/COEs, presenting value-adding analysis of performance, identifying trends and recommending new ideas and solutions to improve operational efficiency.
• Identify opportunities for service changes and enhancements (including opportunities for standardisation and optimisation) and partner with the Service Improvement Team to ensure that these are prioritised and championed appropriately.
• Driving a Continuous Improvement mind-set and embedding this culture across all teams, to:
o Eliminate as much non-value added activity as possible.
o Pro-actively identify and work with HR Technology to progress automation opportunities.
• Driving operational excellence throughout our control environment, to mitigate risks and minimise the occurrence of risk events and issues.
• Ensuring operational resilience is continually maintained, including proactively identifying a proposing solutions to address any single points of failure
• Ensuring appropriate governance and documentation is in place and maintained to effectively manage delivery of the service, including:
o Ensuring all service (and related processes and control) procedures are in-place and continually evaluated for greater efficiency and better colleague experience.
o Following agreed Governance processes for changes that impact the Enterprise Process Taxonomy (EPT) and 1 level below.
• Setting clear direction and performance targets, and diligently measuring success – cascading strategy and clearly communicating progress through verbal and written updates.
• Setting SMART individual and team objectives, and working closely with the regional leads to provide inputs to appraisals for the teams across regions.
• Influence the strategic direction of the service line to meet requirements of business and stakeholders while ensuring alignment with the global service delivery model, taking into consideration control, cost and efficiency principles.
Stakeholder Management and Leadership
The role holder shall be able to:
• Steer the strategic direction to meet requirements of business and stakeholders, while ensuring alignment with the global service delivery model.
• Provide firm and fair leadership and have the ability to explain their subject matter with clarity and a level of authority. This shall include high-quality written reports, including relevant data, where required.
• Demonstrate excellent people management skills in relation to motivation, training, development, well-being and delivery.
• Fully manage the day-to-day operational functions for the team.
• Work with the HR Operations India and APAC Regional leadership to create a cohesive approach to retaining and developing talent across the function.
• Provide strong operational management experience - in measuring and improving effectiveness and productivity.
Decision-making and Problem Solving
• Analyse problems and evaluate options in a logical and systematic way
• Builds trust through credible use of facts and data and possesses ability to creatively resolve problems and issues at pace
• Analyse problems prior to decision making - commit to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organisational values.
What we're looking for
• Extensive experience in HR shared services delivery, across the spectrum of services working with senior global stakeholders.
• Excellent knowledge of HR tools and technology – Sales Force, Workday, SAP, Success Factors, Case management and workflow tools, interactive portals and HR analytics tools.
• Customer Service experience – ability to deal with a varied customer base, including business customers and senior stakeholders, and explain complex matters in a clear way.
• Demonstrable ability to manage and lead a high performing team, including managing team performance by delivering against SLAs and provision of associated service line reporting
• Excellent written and verbal communication skills.
• Strong interpersonal skills, and evidence of engaging at both junior and senior (Director) levels
Skills that will help you in your role
• Bachelor's Degree or Equivalent.
• Extensive experience with managing HR delivery teams, including strong Payroll knowledge.
• Demonstrable experience with managing stringent performance requirements.
• Demonstrable experience with continuous improvement / LEAN.
• Experience with working with globally diverse teams.
• Excellent communication skills (both verbal and written
💡 Quick Summary
Seeking a career-building opportunity? The Director| HR Operations position is now open for candidates interested in the Human Resource (HR) Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Human Resource (HR) Jobs is a plus.
