Head of Employee Services Operations

Position Overview:

Key Responsibilities

• Leadership and Team Management:
• Lead and empower the Employee Services team to deliver outstanding support to internal customers through effective goal setting, coaching, and performance management.
• Foster a culture of engagement, accountability, and continuous development.
• Performance Oversight:
• Oversee service performance and productivity across all teams; analyze KPIs and metrics to identify improvement opportunities.
• Initiate and execute quality, automation, and transformation projects to enhance service delivery and scalability.
• Employee Experience:
• Champion employee experience within Employee Services by driving participation and follow-through on Employee Engagement Survey (EES) insights, ensuring consistent action planning and visible improvement.
• Stakeholder Collaboration:
• Strengthen partnership with business and functional stakeholders by understanding needs, co-creating solutions, and driving measurable outcomes.
• Promote process simplification, digital enablement, and data-driven decision making.
• Change Management:
• Act as a change catalyst—model and encourage a growth mindset, inspire innovation, and lead the organization through change aligned with enterprise transformation priorities.
  

Team Structure:

• Global HRIS:
• System Governance: Oversee HRIS implementation, maintenance, and compliance.
• Process Automation: Enhance HR operations through automation, analytics, and digital transformation.
• Data Integrity & Security: Ensure accuracy, security, and compliance of HR data across all regions.
• Stakeholder Collaboration: Attend MBRs/QBRs and process KPI review meetings.
• Vendor Management: Manage the Payroll vendor.
• User Experience & Training: Improve system usability, training, and support to enhance adoption and efficiency.
• Projects: Provide M&A execution support in terms of payroll processing and data stewardship.
• Payroll, Benefits, Taxation & Compliance (India):
• Payroll Execution/Ops: Lead end-to-end payroll operations, ensuring accuracy, timeliness, and compliance with Indian labor laws.
• Benefits & Compensation: Manage statutory and voluntary employee benefits to enhance employee well-being and engagement.
• Taxation & Statutory Compliance: Ensure adherence to Income Tax, PF, ESIC, Gratuity, PT, and other regulatory requirements.
• Audit Participation: Participate in internal and external audits, providing necessary explanations and documentation.
• Process Optimization: Drive automation and efficiency for seamless payroll and benefits administration.
• Stakeholder Collaboration: Engage with HR, Finance, Legal, and government authorities for compliance and regulatory updates.
• Employee Experience: Enhance payroll and benefits delivery to drive transparency, satisfaction, and trust.
• Employee Lifecycle Operations (India):
• End-to-End HR Operations: Oversee the entire employee lifecycle, from onboarding to exit, ensuring seamless processes.
• Onboarding & Integration: Drive efficient new hire onboarding, documentation, and compliance with regulatory requirements.
• Employee Records Management: Ensure accurate, secure, and compliant maintenance of HR data and personnel records, including cases related to data updates due to internal/global mobility and role changes.
• HR Service Excellence: Optimize employee query resolution, self-service platforms, and process automation for efficiency.
• Exit & Offboarding: Manage smooth offboarding, full & final settlements, and compliance-driven clearances.
• Training and Consultancy (India, Poland, Philippines):
• Strategic Leadership: Shape the vision for L&D, engaging with stakeholders and executives across Global Enterprise Solutions and Enabling functions.
• Team Management: Lead and manage the People Development Partners (PDP) and trainers to ensure the delivery of high-quality, compliant services.
• Performance Monitoring: Track productivity and performance against KPIs, implementing improvement measures as necessary.
• Operational Efficiency: Drive process transformation and standardization in collaboration with BPE L&D, enhancing service delivery through qualitative and quantitative feedback.
• Stakeholder Engagement: Build strong relationships with internal clients, external providers, and senior stakeholders, addressing concerns and gathering feedback.
• Growth Initiatives: Identify and pursue growth opportunities for L&D services, including the development of new training delivery services.
• Integration Support: Facilitate the integration of learning services from newly acquired scopes into the existing pipeline.
  

Who You Are

• Skillset:
• Extensive knowledge of HR service delivery and employee experience management.
• Proficient in HR Information Systems (HRIS) implementation, maintenance, and governance.
• Expertise in payroll operations, benefits administration, and compliance with labor laws.
• Strong analytical skills for KPI analysis and process optimization.
• Proven ability in change management and fostering a culture of continuous improvement.
• Excellent stakeholder management and collaboration skills across various functions.
• Experience in leading and developing high-performing teams through coaching and mentorship.
• Strong understanding of automation and digital transformation in HR processes.
• Experience:
• Over 15 years of progressive experience in Human Resources, specializing in HR service delivery, HRIS, payroll, and employee lifecycle management.
• Demonstrated success in leading large-scale HR initiatives and projects across diverse geographical regions.
  

What we offer: