HR People Services Team Manager

Job description

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet. Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place. About You And The Role The People Services Team at Dow serves as the primary HR service delivery function, providing employees and leaders with first-line HR support through digital channels and phone services. The team delivers timely, consistent, and high-quality resolution of HR inquiries, while creating a seamless and positive employee experience through standardized processes and efficient service delivery. As a People Services Manager /HR Service Delivery Manager you will lead a team of HR advisors, focusing on day-to-day service delivery excellence, coaching, and continuous improvement. You will play a critical role in enhancing first-line HR support capabilities , strengthening digital adoption, and supporting the implementation of AI-enabled solutions to improve efficiency and employee experience. You will partner closely with HR Service Delivery stakeholders, HR Technology, and various HR teams to ensure seamless operations, effective escalation, and ongoing process optimization. Responsibilities • Lead and develop the People Services team • Provide coaching, direction, and performance management to ensure high-quality service delivery • Build team capability in HR processes, digital tools, and customer-centric behaviors • Drive first-line HR support service excellence • Ensure effective intake, resolution, and end-to-end ownership of HR cases • Monitor daily operations and workload balancing to meet SLAs and quality standards • Reinforce a “resolve or triage” mindset across the team • Enable digital and AI adoption • Promote use of ServiceNow, Employee Center, and knowledge management to increase self-service • Support the implementation and adoption of AI-enabled capabilities (for example virtual agent, assisted resolution) • Build digital savviness within the team to reduce manual effort and improve consistency • Drive continuous improvement (CI) mindset • Identify recurring demand drivers and improvement opportunities • Lead small-scale improvement initiatives to simplify processes and reduce volume • Use insights and data to continuously improve service quality and efficiency • Performance and stakeholder management • Track and analyze key performance metrics (volume, SLA, quality, experience) • Collaborate with Tier 2 HR Teams, HR Partners, and HR Tech teams to resolve systemic issues • Ensure alignment with broader HR Service Delivery strategy and roadmap • Compliance and quality • Ensure adherence to data privacy, security, and labor regulations • Maintain high standards of accuracy, documentation, and case management discipline Qualifications • Bachelor’s or master’s degree • 8-12 years of HR experience with 3-5 years of Service Delivery experience like case management systems, ticket system, Process metrics KPI in other functions (e.g. IT, Customer Service) • Proven experience leading a team in a high-volume, operational environment atleast for 3 years • Strong process orientation and ability to manage through structured workflows Other Qualifications • Demonstrated experience in digital (HR) environments (for example ServiceNow, Workday) • Strong interest and exposure to AI-enabled service delivery and automation Your Skills • Ability to drive continuous improvement and problem-solving in an operational setting • Effective stakeholder engagement across global, regional, and functional teams • Data-driven mindset with ability to translate insights into action • Strong communication skills with a focus on clarity and employee experience • Ability to lead through change and build adoption of new tools and ways of working Additional notes: • Relocation assistance is not available with this position. • The ability to accommodate flexible schedule aligned with international time Zone is essential. Benefits – What Dow Offers You We invest in you. Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing. Here are just a few highlights of what you would be offered as a Dow employee: • Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. • Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it. • Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. • Employee stock purchase programs (availability varies depending on location). • Student Debt Retirement Savings Match Program (U.S. only). • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match. • Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations. • Opportunities to learn and grow through tra