Lead Tier 2 delivery across the designated region, overseeing complex employee lifecycle activities and escalated case management.
Manage specialists and SMEs across key Tier 2 service lines including, but not limited to: Benefits Operations Plant employees Onboarding Offboarding processes Compliance & regulatory processes Data uploads, Data management, Reporting.
Local policy‑driven exceptions Case escalations and investigations from Tier 1.
Ensure accurate, timely, and compliant execution of advanced HR processes.
Establish Tier 2 service standards and ensure adherence to country‑specific policies, regulatory requirements, and global HR frameworks.
Oversee investigation, documentation, and resolution of complex policy and employee lifecycle cases.
Ensure end‑to‑end compliance across all Tier 2 processes, including audit readiness and risk mitigation.
Partner with Legal, Compliance, and COEs to ensure policy adherence and correct application.
Support the execution of Tier 2 processes through Workday (system of record) and ServiceNow (case management).
Define and refine Tier 2 workflows, escalation pathways, and approval chains.
Act as a subject matter escalation point for Tier 1, COEs, and HR Business Partners.
Define and manage Tier 2 SLAs, KPIs, quality metrics, and process compliance indicators.

Strong expertise in complex employee lifecycle processes, compliance requirements, and country‑specific HR policies.
Hands‑on experience with HRIS platforms such as Workday and ServiceNow.
Experience handling escalations, case investigations, and advanced policy interpretation.
Bachelor’s degree in Human Resources, Business, Management, or a related field.
8–10 years of HR operations or shared services experience, with demonstrable exposure to Tier 2 or SME‑level HR service delivery.
Experience working with multi‑country or regionally distributed teams.
Strong analytical skills with the ability to interpret data, advise stakeholders, and recommend process improvements.
Excellent communication and stakeholder‑management skills, with confidence in engaging senior partners.
Proven leadership experience managing specialists or SMEs in a service delivery environment.

Regional Tier 2 People Capability Centre Team Leader

Key skills