Job Title: HR SSC Regional HUB Lead

Objectives:

SSC Hub Lead will provide centralized accountability and governance for HR service delivery, ensuring process standardization, compliance, and continuous improvement while aligning operations with business objectives.

Lead operational delivery and team management across HR services, driving efficiency, compliance, and service excellence through collaboration and process optimization.

Manage senior business stakeholders in aligning the service delivery to specific business objectives and trends.

Activities and applied Competences:

- Deliver end-to-end HR services accurately and on time, ensuring SLAs, KPIs, and compliance are met.

- Lead and develop the HR operations team, fostering accountability, collaboration, and continuous improvement.

- Act as the main liaison for internal HR teams, business units, and vendors, aligning local delivery with global standards.

- Drive process optimization and compliance, including automation, standardization, and adherence to statutory regulations.

- Leverage HR technology and data to enhance service efficiency, monitor trends, and support informed decision-making.

- Service Delivery Management: Own SLAs/OLAs, daily performance huddles, month-end/peak orchestration.

- Process Excellence & Automation: Standardize processes, drive RPA/ML opportunities, reduce defects and cycle time.

- Transition & Change Management: Plan and lead new scope migrations, stabilize and optimize post go-live.

- Governance & Controls: Maintain risk register, control testing, audit coordination, and remediation plans.

- Capacity & Workforce Planning: Forecast volumes, optimize staffing, manage vendor/BPO interfaces if applicable.

- Stakeholder Engagement: QBRs/MBRs, scorecards, VOC programs, escalation handling.

- Financial Stewardship: Budget, unit costs, business cases, benefits tracking.

- Talent & Culture: Build capabilities, succession plans, learning pathways, and engagement initiatives.

Skills:

- Strategic thinking and proactive mindset

- Strong analytical capabilities with data analytics experience

- Stakeholder management, communication and problem-solving

- Agile project management in HRIS systems

- Process mapping tools and Digital transformation frameworks

- Change management methodologies

- M&A integration capabilities

Competency Profile:

Technical Competencies:

Risk & Compliance Management:

- ITIL Framework Knowledge

- SLA & KPIs Management

- Resource / Optimization planning

Behavioural Competencies:

Strategic Thinker:

- Leadership

Customer Orientation :

- Continuous Improvement Approach

Key Performance Indicator:

- Delivering on SLA

- Customer Adoption Rate

- Customer satisfaction scores

- Technology Integration

- Process Redesign

Prior Experience:

- Master's degree in HR Management, Business Administration

- 15 years + experience in HR roles

- Deep expertise in establishing and maintaining Service Level Agreements (SLAs) for high-volume transactional services

- Proven shared services implementation track record