Head of HR Services India will lead all HR Services activities for the Service Delivery Unit (SDU) in India, strategic and operational HR services owning delivery of transactional, strategic and platform-based HR services (HR operations, HRIS, payroll interfaces, service management, case resolution, and vendor management). This role combines strategic leadership, operational HR management, process optimization, and people leadership to enable data-driven decisions and alignment with global HR standards.
Key Responsibilities
- Service delivery leadership
- Own end-to-end HR Services delivery for the SDU
- Ensure consistent, high-quality service through defined SLAs, KPIs, and service-level reporting.
- Operations & process excellence
- Design, implement, and optimize standardized, scalable HR processes and operating procedures aligned with global HR policies.
- Drive continuous improvement initiatives (automation, RPA, workflow redesign) to increase efficiency, reduce error rates, and shorten turnaround times.
- Manage capacity planning, workload balancing, and operational resilience for peak cycles (e.g., payroll, year-end processes).
- HRIS & technology stewardship
- Champion adoption of HR technology, self-service portals, and automation to improve employee and manager experience.
- Oversee reporting and analytics for service performance, data quality, and business insights.
- Vendor & partner management
- Manage relationships with external service providers (payroll vendors, benefits administrators, IT vendors, recruitment shared services) and ensure contractual SLAs are met.
- Coordinate with global HR Centers of Excellence and regional HR Business Partners to ensure seamless handoffs and aligned service models.
- Performance management & reporting
- Define and monitor KPIs and SLAs (case resolution times, accuracy, NPS/, time-to-hire handoff metrics, etc.)
- Use metrics to drive improvement plans and communicate performance trends and risks.
- Change & transition management
- Lead service transition projects (new processes, vendor transitions, system rollouts) and ensure minimal disruption to operations.
- Support global HR transformation programs by providing delivery expertise, implementation planning, and stakeholder coordination.
- Team leadership & capability building
- Build, lead, and retain a high-performing HR Services team focused on operational excellence and customer service.
- Set objectives, manage performance, and invest in upskilling for HR operations, HRIS, and service management competencies.
Establish clear roles, escalation paths, and succession plans within the SDU HR Services function.
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Qualifications & Experience
- Advanced degree in HR, Business, or related field; HR certifications (e.g., SHRM, CIPD) a plus.
- 10+ years of progressive HR operations, HRIS, or shared services experience; 5+ years in leadership of HR service delivery or SSC/SDU operations.
- Proven experience managing HRIS landscapes, service desks, payroll/vendor relationships, and large-scale HR process delivery.
- Strong knowledge of HR service management best practices, process automation tools (RPA), and service reporting/analytics.
- Experience working in global/matrixed environments and coordinating with Centers of Excellence and business stakeholders.
- Demonstrated success in driving process standardization, technology adoption, and measurable service improvements.
- Excellent stakeholder management, communication, and vendor negotiation skills.
