Deliver best-in-class H2R solutions for Tier 2 and 3 employee queries within the designated scope of global processes
Ensure alignment with corporate guidelines, HR policies, and local regulations while driving operational excellence through performance targets and continuous improvement initiatives
Provide inspirational leadership to a multicultural team, fostering collaboration and inclusivity while optimizing resources and maintaining high-performance standards
Implement and stabilize a follow-the-sun model for the global Solution Center
Build strong partnerships with HR stakeholders and serve as the primary escalation point for complex issues

Master’s degree in Human Resources, Psychology, Business Administration, or related field (preferred), OR relevant HR certifications (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR – for US only)
10+ years of experience
5+ years of experience in managing and delivering H2R solutions in SSC or BPO model, within a regional or global scope, in a multinational environment
3+ years of experience in managing multicultural team
Proven experience in driving operational performance and delivering high-quality HR services while adhering to established KPIs and governance frameworks (e.g., SOX controls)
Proven track record in managing and optimizing global processes, conducting audits, and implementing continuous improvement initiatives
Experience in managing HR transitions or projects, and new service implementations
Fluent English (at least C1)
HR process professional
Understanding of delivery role in the shared services functions
Understanding of self-service systems, HR and call center technology

Global Solution Center Operations Team Manager

Key skills