Job Title: HR SSC Regional Hub Leader

Objectives:

HR SSC Regional Hub Leader will provide centralized accountability and governance for HR service delivery, ensuring process standardization, compliance, and continuous improvement while aligning operations with business objectives.

Lead operational delivery and team management across HR services, driving efficiency, compliance, and service excellence through collaboration and process optimization.

Manage senior business stakeholders in aligning the service delivery to specific business objectives and trends.

Activities and applied Competences:

Deliver end-to-end HR services accurately and on time, ensuring SLAs, KPIs, and compliance are met.
Lead and develop the HR operations team, fostering accountability, collaboration, and continuous improvement.
Act as the main liaison for internal HR teams, business units, and vendors, aligning local delivery with global standards.
Drive process optimization and compliance, including automation, standardization, and adherence to statutory regulations.
Leverage HR technology and data to enhance service efficiency, monitor trends, and support informed decision-making.
Service Delivery Management: Own SLAs/OLAs, daily performance huddles, month-end/peak orchestration.
Process Excellence & Automation: Standardize processes, drive RPA/ML opportunities, reduce defects and cycle time.
Transition & Change Management: Plan and lead new scope migrations, stabilize and optimize post go-live.
Governance & Controls: Maintain risk register, control testing, audit coordination, and remediation plans.
Capacity & Workforce Planning: Forecast volumes, optimize staffing, manage vendor/BPO interfaces if applicable.
Stakeholder Engagement: QBRs/MBRs, scorecards, VOC programs, escalation handling.
Financial Stewardship: Budget, unit costs, business cases, benefits tracking.
Talent & Culture: Build capabilities, succession plans, learning pathways, and engagement initiatives.

Skills

Strategic thinking and proactive mindset
Strong analytical capabilities with data analytics experience
Stakeholder management, communication and problem-solving
Agile project management in HRIS systems
Process mapping tools and Digital transformation frameworks
Change management methodologies
M&A integration capabilities

Competency Profile

Technical Competencies

Risk & Compliance Management
ITIL Framework Knowledge
SLA & KPIs Managment
Resource / Optimization planning

Behavioural Competencies

Strategic Thinker
Leadership
Customer Orientation
Continuous Improvement Approach

Key Performance Indicator

Delivering on SLA
Customer Adoption Rate
Customer satisfaction scores
Technology Integration
Process Redesign

Prior Experience

Master's degree in HR Management, Business Administration
10-15 years experience in HR roles
Deep expertise in establishing and maintaining Service Level Agreements (SLAs) for high-volume transactional services
Proven shared services implementation track record