About the Role
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As the People Operations Manager, you will act as the custodian of our regional HR service delivery model. Leading a talented team, you will ensure a high-performing, consistent, and efficient HR service across multiple countries within our scope. Your mission is to distinguish between strategic support and transactional administration, utilizing data, technology, and continuous improvement methodologies to enhance the employee experience.
Key Responsibilities
Drive Continuous Improvement:
- Lead the implementation of regional operational improvements using LEAN methodology.
- Standardize regional templates, operating procedures, and service standards while respecting legitimate local requirements.
- Maintain a regional HR Operations improvement backlog to ensure our service model evolves with business needs.
Manage Operations & Performance:
- Oversee Tier 0 and Tier 1 support services, ensuring high accuracy, quick resolution times, and robust customer satisfaction (SLA management).
- Actively monitor operational dashboards and monthly performance metrics to mitigate risks.
Lead & Empower the Team:
- Build a customer-focused, lean culture of accountability and high performance.
- Set clear KPIs, support professional development, and act as the primary operational escalation point for HRBPs.
Champion Digital & Tech Solutions:
- Act as the business owner for key HR technologies, including Workday HCM, Enboarder, and Time Management tools.
- Collaborate closely with IT and HRIS to optimize systems, manage testing, and handle integration processes.
Governance, Risk & Vendor Management:
- Ensure strong compliance with local employment laws and robust internal operational controls.
- Manage key vendor relationships against established SLAs, ensuring contract compliance and efficient budget tracking.
Experience
- 8+ years of regional HR Operations, HR Shared Services, or HR Service Delivery experience.
- Proven track record of managing and developing high-performing HR Operations teams through operating-model transformations.
- Strong continuous improvement/process optimization experience (LEAN methodology is highly regarded).
- Excellent analytical capabilities, root-cause analysis, and executive reporting.
- High comfort level with HR systems, particularly Workday HCM.
