Full-Time People Experience Service Centre Manager

What You’ll Do: You will lead the operational management and delivery of people services throughout the employee lifecycle. Focus on optimizing processes, maintaining KPIs and SLAs, and scaling operations to meet the evolving needs of the organization.

• Leadership & Team Management: Lead a high-performing, cross-functional SSC team, ensuring alignment with organizational policies and regional compliances.
• Operational Excellence: Oversee key HR operational processes (onboarding, employee documentation, contract management, time & attendance, payroll, benefits, offboarding) ensuring accuracy and timeliness.
• Service Delivery: Manage day-to-day activities, ensuring high-quality service delivery while meeting or exceeding established KPIs and SLAs.
• Process Optimization: Identify and implement process improvements and automation to enhance service efficiency and the overall employee experience.
• Stakeholder Management: Partner with regional HR teams, business leaders, and other functions to ensure seamless service delivery and continuously improve the employee experience.
• Data & Reporting: Ensure data accuracy, compliance with HR regulations. Monitor and analyze service metrics, preparing regular reports.
• Transformation Leadership: Support and lead transformation projects to improve service delivery, integrate new technologies, and simplify processes.
• Risk & Compliance: Ensure adherence to HR compliance standards, manage escalated queries within defined timelines.

What You’ll Bring:

• Bachelor’s/Master’s degree in HR, Business, or related field.
• 7-10 years HR experience in a shared service environment, 3-5 years in a managerial role.
• Proven track record in leading operational teams and delivering successful HR service initiatives.
• Deep understanding of HR processes (onboarding to offboarding).
• Experience in process improvement and automation.
• Strong understanding of data privacy and HR compliance.
• Solid project management skills.
• Fluent in English (C1 or higher).
• Proficiency in MS Office, HR Management Systems (ERP/HCM).
• Customer-centric mindset, attention to detail, ability to handle high volumes.
• Strong leadership skills, inspiring a diverse team.

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