Job
Description
Role & responsibilities: Collaborate daily with vendor service leaders and tower leads, taking directions from the Director of HR Services Delivery to ensure seamless operations, execution, and transitions in progress and future ones. Lead HR Shared Services expansion per the agreed strategy, managing scope growth and outsourcing functions to BPO vendors, preferably with experience handling service delivery through Indian BPO firms/HR Outsourcing. Oversee hybrid service delivery models, ensuring smooth operations by managing SLAs, KPIs, and key metrics. Supervise HR query handling for the employee lifecycle, compensation and benefits, learning & development, onboarding coordination, global mobility, separations, and backend HR operations, including payroll inputs. Manage high-volume HR administration and case management, ensuring accuracy, efficiency, and compliance with SLAs in collaboration with vendor partners. Expertise in case management platforms such as ServiceNow, Jira, and Oracle CRM for query resolution, record-keeping, and data management. Ensure positive employee experience by effectively resolving escalations and queries from regional service delivery partners. Assess and report to leadership/ Director of HR Services Delivery on optimizing the vendor structure while transitioning more transactional work to vendors. Identify, manage, and develop vendor services HR Shared Services Advisors and Coordinators through performance evaluations, coaching, and mentoring. Implement and ensure compliance with policies, processes, and Weatherford's organizational culture. Partner with HRSS stakeholders team members and team leaders, including teams in HR Governance, HR Technology, and Data & Analytics, to resolve escalated helpdesk cases and drive continuous improvement. Supervise vendor teams alongside the HR Services Delivery Director, ensuring high performance, adherence to SOPs, and compliance with SLAs and change management processes. Preferred candidate profile: 10+ years of experience in HR Outsourcing/HR Shared Services management within large, matrixed organizations. Proven expertise in managing hybrid delivery models combining in-house teams and outsourced vendor operations. Hands-on experience with case management tools (ServiceNow, Jira, Oracle CRM) and cloud-based HRMS systems (Workday, SuccessFactors, Oracle). Extensive experience in HR compliance, regulatory environments, and service delivery across LAM, NAM, Europe, the UK, MENA and KSAB. Exceptional vendor management, problem-solving, and conflict resolution skills. Demonstrated ability to lead continuous improvement and change management initiatives. Preferred Qualifications: Proven record in HR services delivery/HR Outsourcing with multiple regions as stated.. In-depth understanding of HR regulatory requirements in specified regions.
