Position Summary
Reporting to the Global HR Shared Service Center (HR SSC) Senior Director, the Associate Director of HR Shared Services is responsible for strategically leading the delivery of operational activities and best practices for HR processes to effectively support the agency networks within the APAC region. This position plays a critical role in enhancing the employee experience and ensuring the efficient functioning of HR services for the region and ultimately the centralization of services within the Mumbai site.
The Associate Director will direct the day-to-day operations of HR processes and programs for the APAC region, to achieve delivered value for the transformation through centralized query management, transaction processing, and resource provision such as HR knowledge content. In addition to operational oversight, the Associate Director will define and implement strategic initiatives aimed at improving effectiveness, efficiency, and customer service through innovative technology solutions.The Associate Director will work closely with regional Networks, Corporate HR, cross-functional leaders, and centralized HR SSC leadership to direct service delivery and ensure cross-functional alignment with other centralized functions such as Payroll and Finance. This position requires a proactive approach to building relationships and fostering teamwork across various departments to enhance service delivery.
ESSENTIAL FUNCTIONS:
- Oversee the HR Shared Services function for the APAC region, ensuring that established service level agreements (SLAs) are met and maintained.
- Ensure the successful delivery of HR processes aligned with shared services, monitoring case management effectiveness and adherence to established processes.
- Deliver best-in-class HR services that prioritize the employee experience while adhering to budgetary constraints.
- Contribute to strategic planning and oversight activities, collaborating with key stakeholders to enhance governance and continuous improvement initiatives.
- Monitor and report on the performance of end-to-end HR processes assigned to the team, identifying areas for improvement and implementing necessary changes.
- Collaborate with Payroll, Finance, and other enabling functions to increase shared service effectiveness and streamline operations.
- Foster transparent communication and collaboration with key corporate and regional internal stakeholders to ensure alignment and shared success.
- Champion employee and manager self-service initiatives to enhance the digital employee experience and empower users.
- Assess the capabilities and capacity needed to deliver assigned tasks, address workforce challenges, and prioritize effective staffing solutions.
- Oversee the implementation of change management programs for HR Shared Services, ensuring effective integration of system upgrades, module implementations, and other new deployments.
- Support long-term employee success by coaching and developing a high-performing team, fostering a culture of continuous improvement and accountability.
- Serve as a trusted advisor to the HRSSC Senior Director and senior HR leadership on best practices, technologies, and complex case escalations.
- Cultivate a customer-centric culture that prioritizes exceptional service delivery and responsiveness to employee needs.
- Ensure adherence to requisite standards and policies..
- Proactively gather and anticipate feedback from agency network partners to continuously improve service delivery.
- Demonstrate the ability to work effectively under pressure in a high-volume environment, maintaining focus on operational excellence and employee satisfaction.
EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:
- 10+ years of demonstrable experience in HR Operations, with a focus on managing the transaction/service-oriented aspects of HR and relevant experience in HR Shared Services.
- Strong project, program, and process management skills, with a proven ability to lead initiatives that enhance operational effectiveness.
- Strong working knowledge of Workday
- Proficient in HCM and service management platforms, software, and applications, with a solid understanding of leading practices in HR and Shared Services operations.
- Experience collaborating with Payroll and Finance teams, with a robust understanding of payroll processes, financial reporting, and compliance requirements related to HR SSC services such as employee compensation, leave, and benefits.
- Ability to thrive in a fast-paced and dynamic environment, effectively managing multiple priorities and tasks.
- Strong problem-solving and critical thinking skills, with the ability to analyze complex situations and develop effective solutions.
- Experience managing vendor relationships, including Technology and Software vendors, Benefits Administrators, and Providers, to support center operations and ensure service delivery.
- Excellent verbal and written communication skills, including the ability to present information clearly and effectively in English.
- Experience in influencing and coaching team members to enhance performance and foster a collaborative work environment.
- Demonstrated experience in project management and change management, with a focus on driving transformation initiatives.
- Proven ability to perform complex reporting and analysis to inform decision-making and improve service delivery.
- Strong working knowledge of BMC Helix platforms, software, and applications.
- Familiarity with Lean Six Sigma or Design Thinking methodologies is a plus.
- A track record of successful leadership in a culturally diverse environment, demonstrating sensitivity to global perspectives and practices.
- Strong strategic and conceptual thinking skills, with the ability to align HR initiatives with broader organizational goals.
