for
9-12 years
of non-core but critical functions, including HR, finance, tax, risk, and compliance. This approach enables organizations to navigate complex conditions and build a platform for long-term value creation.
HR Service Tower Leadership:
- Lead delivery teams across HR functions including ELC, TA Ops, L&D, Payroll, and HR Helpdesk.
- Oversee day-to-day operations ensuring adherence to service level agreements (SLAs), turnaround times (TATs), and compliance standards.
- Drive performance excellence, process efficiency, and consistency across service lines.
Governance & Stakeholder Management:
- Establish and lead regular service governance forums with internal and external stakeholders.
- Partner with HR, IT, Finance, and business leaders to align service delivery with strategic priorities.
- Manage escalations, resolve operational bottlenecks, and ensure proactive communication.
Service Management & Metrics:
- Define and monitor KPIs, customer experience (CX) metrics, and operational dashboards.
- Ensure high service quality and continuous improvement through data-driven insights.
- Drive adoption of service management best practices (e.g., ITIL, ISO, Six Sigma frameworks).
Global Delivery & Transformation:
- Manage a global delivery model with geographically dispersed HR teams and support hubs.
- Lead large-scale transformation projects focused on digitization, automation, and process reengineering.
- Implement new technologies and tools to improve service scalability and agility.
People & Project Leadership:
- Manage a high-performing team, including team leads, specialists, and project managers.
- Ensure resource planning, talent development, and succession management within the HR Ops organization.
- Oversee project management, change management, and stakeholder alignment for key initiatives .
Skills and Attributes for Success:
- Strong expertise in Strategic HR Operations and shared service environments.
- Experience in client and stakeholder management at global and regional levels.
- Proficiency in service management, SLA governance, quality frameworks, and continuous improvement.
- Demonstrated ability to lead global delivery models, transformation programs, and change initiatives.
- Familiarity with HR technology platforms (e.g., Workday, SAP SuccessFactors, Oracle HCM) and reporting tools.
- Strong communication, analytical, project management, and decision-making skills.
To Qualify for the Role, You Must Have:
- Bachelor’s or Master’s degree in Human Resources, Business Administration, or related field.
- 10+ years of experience in HR operations, with at least 5-6 years in a leadership/service delivery management role.
- Proven track record of managing large-scale global HR service delivery teams and multi-tower operations.
Preferred Certifications:
- Certifications or experience with at least with at least one HR technology platform such as Workday, SAP SuccessFactors, Oracle HCM, or PeopleSoft
What We Look For:
- A highly motivated professional who thrives in fast-paced global environments.
- A team player with strong leadership, interpersonal, and analytical skills.
- An innovative mindset, with a willingness to challenge the status quo and implement improvements.
What’s In It for You?
- Work with leading global clients across industries.
- Exposure to advanced HR technologies and digital HR solutions.
- A collaborative environment focused on continuous learning, growth, and career advancement.
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.