Senior Role - HR Operations & Customer Service

Our client is a global capability centre delivering sustained value to their customers and employees.

This role leads teams of HR and customer service professionals to ensure service delivery consistently meets or exceeds client-defined KPIs and SLAs, while maintaining high-quality standards, driving process improvements and transformation, and operating within a strong risk and control framework to enable seamless operations.

Key Deliverables:

- Define and drive the strategic direction of the function while ensuring seamless delivery of HR operations (Recruitment, Onboarding, Employee Lifecycle, L&D, Payroll, Benefits Administration, etc.) and customer service for key clients.

- Lead and manage executive-level (CXO) relationships with strategic clients.

- Cultivate a culture of executive presence, proactive engagement, and value-driven dialogue.

- Anticipate client needs, influence decision-making, and strengthen trust at the boardroom level.

- Inspire collaboration and continuous improvement to deepen partnerships and drive long-term business impact.

- Ensure that overall delivery of services to the clients meets or exceeds agreed KPIs and SLAs defined, and all key risks are identified proactive and mitigated.

- Provide the environment for the team to achieve and sustain best practices in effectiveness, quality delivery and efficiency which covers end to end functional delivery

Skills:

- Minimum 17+ years of experience in managing third-party, client-service functions with proven expertise in diverse processes, project management, strategic planning, relationship management, as well as recruiting, developing, coaching, and monitoring teams

- Expertise in HR operations & Customer Service including best practices, technologies, processes, procedures and tools. Strong understanding of HR function from a service delivery point of view is required.

- Prior strong working experience in transitioning new processes from operational dimensions as well as driving transformation/improvements (Lean/six sigma, RPA, AI)