Job Purpose
Lead the end-to-end management of the people administration processes in the hire to retire process of a BU or cluster from onboarding to leaver process, ensuring excellence in service delivery to the business. This role will play critical role in the organization and is a subject matter expert in the back office and administrative functions of the People Services area.
The People Services regional team is primarily responsible for fielding questions from employees and managers regarding HR policies, HR processes, HR systems, employee benefits, payroll questions, and contact information. This role includes overseeing and leading HR Admin operations,  developing and maintaining people procedures, and partnership with local People Services teams to ensure the seamless delivery of HR/People operations.

Key Responsibilities
1.    Drive simplification, harmonization and digitization of processes and practices to bring about efficiency and effectiveness as well as improved customer experience.
2.    Coach and develop colleagues on operational excellence and customer service.
3.    Create close partnerships with People Services counterparts across multiple countries and in other areas of the organization to ensure the alignment of P&C policies and procedures.
4.    Manage the team’s work plan and improvement projects ensuring coordination and fair allocation of work, quality assurance, and continuous improvement.
5.    Ensure that transactional employee service processes are managed efficiently. 
6.    Ensure full compliance of execution of activities / reporting 
7.    Encourage a culture within the team focusing on continuous improvement of process efficiencies and service to improve overall customer experience for stakeholders and set new standards for excellence. 
8.    Lead / support projects to develop best practice processes and highlight opportunities for process improvement
9.    Maintain employee databases and ensure data integrity.
10.    Ensure all customer request are resolved against defined SLAs, taking a leading role in complicated cases and those escalated  

Key Stakeholders 
Internal: 
People & Culture: People Services Country Leads, People Services Experts;  Analytics; Global Functions (Ethics & Compliance, BPT, Finance etc.) 

External

Experience preferred 

• Project management  in a multinational organisation and/or Shared Services environment
• Leading a team
• HR Service delivery model  
• English language skills

Qualifications required

• University degree or equivalent

Technical skills required
1.    Efficient operations 
2.    Continuous improvement
3.    HR customer experience 
4.    Digitally enabled 
5.    Agile delivery 
6.    Stakeholder management 
7.    Ethical and compliance dedicated 
8.    Meticulous attention to detail, quality, and follow-through
9.    Technology familiarity with HR software (e.g., SuccessFactors and ServiceNow); systems; and tools.

Core skills required 
1.    Coaching  
2.    Relationship building  
3.    Influencing  
4.    Results driven 
5.    Effective Communication   
6.    Customer Focus  
7.    Continuous Improvement  
8.    Accountability  
9.    Adaptability  
10.    Confidentiality  
11.    Managing multiple priorities