Back to jobsLead the delivery of HR Shared Services engagements across the region, ensuring agreed service levels, quality standards, cost targets, and customer expectations are consistently met.
Drive continuous improvement of HR SSC processes using Lean / Six Sigma methodologies, including intake processes, SOPs, documentation, and governance frameworks.
Oversee quality management within the HR SSC by defining KPIs, monitoring performance (tickets, calls, trends), and implementing corrective and preventive actions based on data and feedback.
Proactively identify risks to service delivery, manage escalations, and coordinate recovery actions in collaboration with HR IT, Centers of Expertise, vendors, and key stakeholders.
Ensure audit readiness and compliance with internal controls, quality standards, data protection, and local regulations, coordinating internal and external audits as required.
Coach and enable HR SSC teams and managers through performance feedback, training initiatives, and promotion of a customer‑oriented, zero‑defect quality mindset.
Support stakeholder engagement and contribute to service expansion and new initiatives where applicable.
