Lead and manage HR Operations and Service Delivery across markets, ensuring efficient, compliant, and people-centric service delivery. Drive operational excellence, digital transformation, and standardized HR process execution across markets.
Key Responsibilities
1. Strategic Leadership & Governance
- Develop and execute HR Operations strategy to deliver scalable and efficient HR services aligned to business needs.
- Partner with Leadership and business stakeholders to forecast demand and design operational models.
- Establish KPIs to measure service quality, turnaround times, and continuous improvements.
2. Service Delivery & Operations
- Oversee HR Operations focusing on on-time, error-free delivery across markets.
- Standardize processes to drive consistency, compliance, quality, and service excellence.
- Drive SLA/OLA frameworks with internal and external stakeholders.
- Drive continuous improvement and service delivery excellence by ensuring a well-controlled environment through effective processes, workflows and technology
- Manage the documentation of work instructions for processes (i.e. procedural manuals, frequently asked questions etc)
- Support knowledge transfer and monitors quality and timeliness of HR service delivery
3. Technology & Digitization
- Lead digital transformation of HR operations leveraging HRIS, automation, self-service portals, and analytics.
- Champion data accuracy, integrity, and system governance.
4. People Leadership & Capability Building
- Build high-performing HR operations teams; coach, develop, and retain talent.
- Promote a service culture focused on customer experience and operational excellence.
5. Compliance & Risk
- Ensure compliance with local labor laws across geographies, statutory reporting requirements, and internal policies.
- Drive audit readiness and risk mitigation in HR operations.
6. Budgeting & Vendor Management
- Oversee budgeting, headcount planning, resource forecasting, and productivity modelling for HR operations.
- Manage external vendors and service partners ensuring quality and SLA compliance.
Key Qualifications & Skills
- Bachelor’s in HR, Business Administration, or related
- 15+ years HR Ops experience; 5+ years in a senior leadership role in a GCC environment
- Strategic thinker, customer-centric, data-driven, and excellent communicator
- Experience hybrid teams across engagement models
- Change agent with strong project execution capabilities
experience
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