Regional People Capability Centre Team Leader

Role Overview

• Lead Tier 1 service delivery within the designated region, ensuring accurate and timely resolution of simple to complex employee lifecycle and policy‑related queries.
• Oversee Tier 1 Advisors who provide first‑line HR support across the employee lifecycle, ensuring consistent application of policies, processes, and service standards.
• Support the deployment and continuous improvement of a technology‑enabled Tier 1 model leveraging Workday for transactions and ServiceNow for case management.
• Manage Plant Operations and support employee life cycle activities and collaborate closely with Plant Business leaders.
• Drive standardisation and automation across plant processes in alignment.
• Drive usage of case management across plant employees.
• Design and maintain Tier 1 workflows, service channels, escalation pathways, and AI‑enabled support mechanisms in partnership with HR Technology.
• Establish Tier 1 service standards, ensuring global consistency and appropriate country‑level compliance across the entire TIER 1 function including the designated plant.
• Define, monitor, and manage SLAs, KPIs, quality metrics, and employee satisfaction indicators for Tier 1 operations and designated plant.
• Ensure strong knowledge management practices, including accurate, updated, and accessible Tier 1 content to drive consistent query resolution.
• Embed AI‑driven automation and workflow enhancements to reduce manual effort and improve responsiveness.
• Identify and partner with HR Technology to prioritize automation opportunities that enhance Tier 1 efficiency and employee experience.
• Track key performance metrics including service levels, first‑contact resolution, case aging, cost‑to‑serve, and satisfaction.
• Collaborate closely with Tier 0 specialists, COEs, and HR Business Partners to align Tier 1 service delivery with policy updates and evolving business needs.
• Contribute to continuous improvement and broader HR transformation initiatives by maturing Tier 1 capability and promoting self‑service adoption.

Requirements

• Strong knowledge of employee lifecycle processes, policy interpretation, query resolution, request management, and GDPR OR equivalent data protection and compliance policies.
• Hands-on experience working with HRIS systems such as Workday and ServiceNow, including exposure to AI/Chatbot‑enabled support.
• Bachelor’s degree in human resources, Business, Management, or a related field.
• 7–8 years of progressive experience in HR operations or shared services, with direct experience supporting multi‑country Tier 1 or HR service delivery.
• Experience collaborating with globally distributed teams and stakeholders.
• Ability to drive process improvements and implement automation to enhance efficiency and employee experience.
• Strong operational excellence mindset with the ability to manage SLAs, KPIs, quality standards, and service outcomes.
• Ability to apply best practices, benchmarking, and continuous improvement methodologies to strengthen Tier 1 service delivery.
• Proven leadership skills in coaching, developing, and guiding high‑performing HR support teams.
• Strong analytical skills with the ability to interpret data and present insights clearly.
• Excellent communication skills—confident, articulate, and able to convey information effectively across diverse audiences.
• Experience engaging with senior stakeholders on escalations, service insights, and process recommendations.

Tech Stack

• ServiceNow

Benefits

• Competitive salary
• Flexible working hours
• Professional development opportunities