Director, Service Excellence, HRO

Job Title: Director – Service Excellence (HR Services)

Location: Chennai

Shift: US Shift, Work at Office

Reporting: VP HRO

Role Summary

The Service Excellence role drives data-led decision-making and continuous improvement across HR Operations and Shared Services. This role is responsible for Quality Framework, Continuous Improvement, Transformation and support delivery with Production reporting, dashboarding, KPI governance, descriptive analytics, and process quality to enhance efficiency, compliance, and service delivery performance.

Core Responsibilities

Quality Control Framework

• Design and execute audit frameworks for HR transactions and processes
• Conduct periodic audits reviews to ensure adherence to SLAs, policies, and compliance standards
• Publish audit findings, track action plans, and ensure timely closure
• Identify risks, recommend mitigation strategies, and ensure governance across HR operations

Process Excellence, Quality & Continuous Improvement

• Monitor process adherence and identify gaps in HR workflows
• Establish and govern quality frameworks and standardization practices
• Drive continuous improvement initiatives using Lean, Six Sigma, and Kaizen methodologies
• Identify process inefficiencies, eliminate non-value-added activities, and reduce errors/rework
• Foster a culture of continuous improvement, innovation, and data-driven accountability
• Build team capability in Quality, Analytics, and operational excellence practices

Analytics & Insights (Descriptive Analytics)

• Analyze operational data to identify trends, inefficiencies, and root causes
• Provide data-backed recommendations to improve productivity, quality, and service delivery

Support:

• Generate real-time and periodic insights across key HR processes (onboarding, payroll, lifecycle events)
• Support leadership with meaningful insights for informed decision-making

Stakeholder Management & Governance

• Collaborate with HR Operations, HRIS, and business stakeholders
• Present dashboards, insights, and performance reviews to leadership and clients
• Act as a consultant and change agent to drive operational excellence initiatives
• Support governance forums (WBR/MBR/QBR) with insights, risks, and improvement roadmaps

Reporting, Dashboarding & Data Governance

• Design, develop, and maintain HR operational dashboards and reports (including executive-level views)
• Automate recurring reports to improve efficiency, accuracy, and scalability
• Partner with stakeholders to gather requirements and translate them into actionable insights
• Ensure data integrity, consistency, and governance across all HR reporting
• Deliver periodic and ad-hoc insights to support leadership decision-making

Metrics, KPI Framework & Performance Governance

• Define, standardize, and govern HR metrics (SLA, TAT, productivity, accuracy, etc.)
• Establish KPI frameworks aligned with business objectives and client expectations
• Monitor performance through scorecards, dashboards, and review cadences
• Track trends, benchmark performance across teams/geographies, and highlight improvement areas
• Drive end-to-end performance measurements across the hire-to-retire lifecycle

Ideal Candidate Profile

Must to Have

• Experience in HR Operations / HR Shared Services / HRO environment
• Certified to Lean Six Sigma / process improvement methodologies
• Black Belt
• Strong analytical and problem-solving mindset
• Strong communication and stakeholder management skills

Good to have

• Expertise in reporting and visualization tools (Excel, Power BI, Tableau, etc.)
• Exposure in F&A domain
• US Visa