HR Services Operations Manager

Job Summary:

We are seeking a client-focused Manager to lead end-to-end HR service delivery across multiple countries, with a primary focus on SEA and ANZ. Operating within a regional or global BPO model, this role is responsible for managing complex HR operations, ensuring alignment with local regulations, client expectations, and global standards. The Manager will work closely with the HR Lead and serve as the key point of contact for client stakeholders, while actively applying operational excellence frameworks to drive service quality, scalability, and continuous improvement across diverse environments. Success in this role requires agility, attention to detail, and the ability to navigate evolving service scenarios with professionalism and speed.

Key Responsibilities:

• Lead end-to-end delivery across all Hire to Retire (H2R) modules, ensuring seamless execution throughout the employee lifecycle.

• Oversee multi-country HR operations, maintaining alignment with local labor laws, client expectations, and global service standards.

• Act as the primary escalation point for client stakeholders, managing service reviews, issue resolution, and performance outcomes.

• Deliver timely and accurate root cause analysis and mitigation planning, even under tight turnaround requirements.

• Monitor SLAs and KPIs, identify trends, and drive continuous improvement initiatives to enhance service quality and efficiency.

• Collaborate with cross-functional teams (Legal, Finance, IT, Talent Acquisition) to resolve complex issues and support transformation efforts.

• Lead, coach, and develop a high-performing team across service lines and geographies, fostering a culture of accountability and growth.

• Ensure audit readiness and compliance by maintaining robust documentation, controls, and process integrity.

• Support automation, system enhancements, and knowledge management to enable scalable and resilient service delivery.

• Proactively assess operational risks and recommend mitigation strategies to clients and internal leadership.

• Align service delivery with client-specific governance frameworks, contractual obligations, and regulatory requirements.

• Contribute to stakeholder engagement and change management efforts to support evolving business needs and client priorities.

#LI-GM

Job Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, or a related field

• At least 15 years of progressive HR operations experience, including 10+ years in a supervisory or client-facing role

• Proven track record in managing multi-country H2R service delivery within a shared service or BPO environment

• Proven subject matter expertise in end-to-end Hire to Retire (H2R) service delivery across multi-country environments

• Hands-on experience with HRIS platforms (Workday, SAP, SuccessFactors), with the ability to leverage system capabilities for data integrity, workflow optimization, and service delivery excellence.

• Fluent in English; proficiency in additional regional languages is an advantage

• Exceptional stakeholder management, communication, and problem-solving skills

• Ability to lead teams through change, ambiguity, and high-volume service environments