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Tier-1 brand, metro location, generalist HR manager title, and broad digital/service requirements increase applicant competition.
Core HR operations and service delivery skills are transferable across industries but require HR-specific experience, so medium sensitivity.
Explicit 8-12 years, mandatory service-delivery experience, team leadership, and HR tech requirements make shortlisting strict.
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Lead and manage the People Services team delivering first-line HR support, ensuring service excellence through coaching, performance management, and workload balancing to meet SLAs and quality standards.
Drive digital transformation and AI adoption within HR service delivery, including use of ServiceNow, Employee Center, AI-enabled capabilities (e.g., virtual agent) to improve efficiency and employee experience.
Partner with HR stakeholders and technology teams to optimize processes, analyze performance data, resolve systemic issues, and lead continuous improvement initiatives.
Bachelor’s or Master’s degree required.
8-12 years of HR experience with 3-5 years in Service Delivery (case management systems, ticket systems, process metrics/KPIs), including at least 3 years leading a team in a high-volume operational environment.
Experience with digital HR platforms such as ServiceNow and Workday.
Ability to work flexible schedules aligned with international time zones; relocation assistance not available.
Experienced manager with strong process orientation and expertise in HR operational service delivery and team leadership in high-volume environments.
Demonstrated capability in driving digital adoption and AI-enabled automation in HR services with a data-driven mindset and continuous improvement focus.
Comfortable operating within global, regional, and functional stakeholder environments, managing change and building adoption of new tools and processes.