SHARED SERVICES

Job description

**Job Description** The Director of Global HR Shared Services, GCC Operations & Transformation will lead the strategy, operations and continued evolution of the organization’s global HR services function. The role will be responsible for delivering consistent, compliant and employee-centric HR services across multiple countries, while driving operational efficiency through process standardization, digital enablement, AI-led automation and strong governance. The incumbent will lead global employee lifecycle operations, service delivery, vendor and transition management, HR technology enablement, controls, compliance, workforce planning and continuous improvement. The role will partner closely with HR Business Partners, Centres of Excellence, Payroll, Finance, Legal, IT and regional HR teams. **Responsibilities** **2. HR Operating Model and Service Delivery** **3. HR Transformation and Digital Enablement** **4. Transition and Vendor Management** **5. Governance, Risk and Compliance** **6. Operational Excellence and Quality Management** **7. Workforce Planning and Financial Management** **8. M&A and Enterprise Change** **9. Stakeholder and Executive Management** **10. People and Capability Leadership** - Global HR Shared Services and GCC Leadership - Define and execute the strategic roadmap for global HR shared services and GCC operations. - Lead end-to-end HR service delivery across the employee lifecycle, including onboarding, employee data management, benefitsadministration, employee queries, compensation-cycle support, employee relations case management and offboarding. - Build and scale a high-performing HR operations organization with clear roles, service ownership, escalation mechanisms andgovernance. - Maintain service continuity, quality and responsiveness across multiple countries, regulatory environments and time zones. - Establish a customer-first service culture focused on accountability, operational excellence and continuous improvement. - Design and continuously improve the global HR operating model, including service catalogue, process ownership, RACIframework, SLAs, KPIs and governance forums. - Standardize processes while accommodating country-specific statutory and regulatory requirements. - Establish service performance measures covering SLA achievement, turnaround time, transaction quality, first-contact resolution,employee satisfaction, cost per transaction and productivity. - Lead service reviews with HR and business leadership, presenting operational performance, risks and improvement actions. - Ensure consistent handoffs between HR Shared Services, HR Business Partners, Talent Acquisition, Total Rewards, Learning andDevelopment, Payroll and regional teams. - Develop and implement the digital HR transformation roadmap for global operations. - Identify opportunities to automate repetitive processes and increase employee and manager self-service. - Lead implementation and optimization of HR platforms, AI-enabled employee support solutions, workflow tools, case-managementsystems, document-management platforms and automated letter-generation solutions. - Partner with HR Technology and IT teams on integration between HRIS, employee portals, payroll, benefits and enterprise systems. - Define business cases and measure transformation benefits, including capacity released, cost savings, employee experience, cycle-time reduction and quality improvement. - Maintain strong human oversight, access controls, data privacy and governance for AI-enabled HR services. - Lead service transitions from third-party providers to internal GCC or shared-services teams. - Develop detailed transition plans covering knowledge transfer, staffing, process stabilization, risk mitigation and businesscontinuity. - Govern external HR service providers through performance reviews, SLA management, issue resolution, change controls andcommercial discipline. - Evaluate opportunities for insourcing, outsourcing or hybrid service delivery based on cost, capability, risk and employeeexperience. - Ensure zero or minimal disruption during major operating-model transitions. - Establish a comprehensive governance and controls framework for multi-country HR operations. - Ensure HR processes comply with applicable labour laws, data-protection requirements, internal policies and audit standards. - Partner with Legal, Payroll, Finance and regional HR leadership to manage compliance risks and regulatory changes. - Maintain audit-ready documentation, policy controls, approval matrices and process evidence. - Lead compliance reviews and corrective actions, targeting zero critical audit findings. - Ensure appropriate confidentiality and privacy controls across employee records, HR transactions and case-management processes. - Apply Lean, process reengineering and continuous-improvement methodologies across HR service delivery. - Establish quality-management mechanisms covering root-cause analysis, defect reduction, process capability and first-time-rightoutcomes. - Use operational data to identify bottlenecks, service gaps, demand trends and automation opportunities. - Drive process simplification, standardization and elimination of non-value-added activities. - Develop dashboards that provide leadership with visibility into performance, capacity, compliance, employee experience andtransformation outcomes. - Own workforce planning and capacity modelling for the global HR operations organization. - Align team size, location strategy and capability requirements with transaction demand and business growth. - Manage the HR shared-services operating budget, headcount plan and resource-allocation decisions. - Build productivity and cost models to support insourcing, automation and organizational-design decisions. - Track benefits realization against approved transformation business cases. - Lead HR operational integration during mergers, acquisitions, divestitures and organizational restructuring. - Coordi