The Director of Global HR Shared Services, GCC Operations & Transformation will lead the strategy, operations and continued evolution of the organization’s global HR services function.
The role will be responsible for delivering consistent, compliant and employee-centric HR services across multiple countries, while driving operational efficiency through process standardization, digital enablement, AI-led automation and strong governance.
The incumbent will lead global employee lifecycle operations, service delivery, vendor and transition management, HR technology enablement, controls, compliance, workforce planning and continuous improvement. The role will partner closely with HR Business Partners, Centres of Excellence, Payroll, Finance, Legal, IT and regional HR teams.
1. Global HR Shared Services and GCC Leadership
- Define and execute the strategic roadmap for global HR shared services and GCC operations.
- Lead end-to-end HR service delivery across the employee lifecycle, including onboarding, employee data management, benefitsadministration, employee queries, compensation-cycle support, employee relations case management and offboarding.
- Build and scale a high-performing HR operations organization with clear roles, service ownership, escalation mechanisms andgovernance.
- Maintain service continuity, quality and responsiveness across multiple countries, regulatory environments and time zones.
- Establish a customer-first service culture focused on accountability, operational excellence and continuous improvement.
2. HR Operating Model and Service Delivery
- Design and continuously improve the global HR operating model, including service catalogue, process ownership, RACIframework, SLAs, KPIs and governance forums.
- Standardize processes while accommodating country-specific statutory and regulatory requirements.
- Establish service performance measures covering SLA achievement, turnaround time, transaction quality, first-contact resolution,employee satisfaction, cost per transaction and productivity.
- Lead service reviews with HR and business leadership, presenting operational performance, risks and improvement actions.
- Ensure consistent handoffs between HR Shared Services, HR Business Partners, Talent Acquisition, Total Rewards, Learning andDevelopment, Payroll and regional teams.
3. HR Transformation and Digital Enablement
- Develop and implement the digital HR transformation roadmap for global operations.
- Identify opportunities to automate repetitive processes and increase employee and manager self-service.
- Lead implementation and optimization of HR platforms, AI-enabled employee support solutions, workflow tools, case-managementsystems, document-management platforms and automated letter-generation solutions.
- Partner with HR Technology and IT teams on integration between HRIS, employee portals, payroll, benefits and enterprise systems.
- Define business cases and measure transformation benefits, including capacity released, cost savings, employee experience, cycle-time reduction and quality improvement.
- Maintain strong human oversight, access controls, data privacy and governance for AI-enabled HR services.
4. Transition and Vendor Management
- Lead service transitions from third-party providers to internal GCC or shared-services teams.
- Develop detailed transition plans covering knowledge transfer, staffing, process stabilization, risk mitigation and businesscontinuity.
- Govern external HR service providers through performance reviews, SLA management, issue resolution, change controls andcommercial discipline.
- Evaluate opportunities for insourcing, outsourcing or hybrid service delivery based on cost, capability, risk and employeeexperience.
- Ensure zero or minimal disruption during major operating-model transitions.
5. Governance, Risk and Compliance
- Establish a comprehensive governance and controls framework for multi-country HR operations.
- Ensure HR processes comply with applicable labour laws, data-protection requirements, internal policies and audit standards.
- Partner with Legal, Payroll, Finance and regional HR leadership to manage compliance risks and regulatory changes.
- Maintain audit-ready documentation, policy controls, approval matrices and process evidence.
- Lead compliance reviews and corrective actions, targeting zero critical audit findings.
- Ensure appropriate confidentiality and privacy controls across employee records, HR transactions and case-management processes.
6. Operational Excellence and Quality Management
- Apply Lean, process reengineering and continuous-improvement methodologies across HR service delivery.
- Establish quality-management mechanisms covering root-cause analysis, defect reduction, process capability and first-time-rightoutcomes.
- Use operational data to identify bottlenecks, service gaps, demand trends and automation opportunities.
- Drive process simplification, standardization and elimination of non-value-added activities.
- Develop dashboards that provide leadership with visibility into performance, capacity, compliance, employee experience andtransformation outcomes.
7. Workforce Planning and Financial Management
- Own workforce planning and capacity modelling for the global HR operations organization.
- Align team size, location strategy and capability requirements with transaction demand and business growth.
- Manage the HR shared-services operating budget, headcount plan and resource-allocation decisions.
- Build productivity and cost models to support insourcing, automation and organizational-design decisions.
- Track benefits realization against approved transformation business cases.
8. M&A and Enterprise Change
- Lead HR operational integration during mergers, acquisitions, divestitures and organizational restructuring.
- Coordinate employee-data migration, policy harmonization, benefits alignment, employee communication and service-modelintegration.
- Develop transition controls and contingency plans to protect employee experience and operational continuity.
- Partner with business and HR leaders to manage workforce-related risks during complex organizational change.
9. Stakeholder and Executive Management
- Act as the senior point of contact for HR operations performance, escalations and transformation initiatives.
- Build trusted relationships with global HR leaders, business stakeholders, Finance, Legal, Payroll, IT and external partners.
- Facilitate governance councils, service reviews and executive updates.
- Translate operational data into clear business recommendations and investment priorities.
- Communicate complex HR operational issues in a concise, commercially relevant and solution-oriented manner.
10. People and Capability Leadership
- Lead, coach and develop a multi-disciplinary HR operations team.
- Define role-based capability frameworks and development pathways across HR operations, technology, analytics, compliance andservice management.
- Build succession plans and develop future HR operations leaders.
- Establish performance expectations, productivity metrics and development plans.
- Foster a culture of ownership, collaboration, inclusion, continuous learning and customer focus.
- 16–20 years of progressive experience in HR operations, shared services, HR transformation or GCC leadership.
- Significant experience leading multi-country HR service delivery across APAC, EMEA, North America and/or Latin America.
- Demonstrated success in building, scaling or transforming an HR shared-services or GCC organization.
- Strong understanding of end-to-end employee lifecycle processes.
- Experience managing HR service transitions, including vendor-to-in-house transformation.
- Practical exposure to HR technology, workflow automation, AI-enabled employee support and HRIS integration.
- Strong knowledge of India labour compliance and experience managing HR services across multiple regulatory environments.
- Experience creating and managing SLAs, KPIs, service catalogues, operating procedures, governance models and controls.
- Demonstrated leadership of cross-functional and geographically distributed transformation programmes.
- Experience managing HR operations budgets, workforce plans, vendor relationships and business cases.
- Strong executive communication, stakeholder management and change-leadership capabilities.
Preferred Qualifications
- Postgraduate qualification in Human Resources, Business Management or a related field.
- Certification or advanced experience in SAP SuccessFactors, Workday or a comparable enterprise HR platform.
- Lean, Six Sigma, project management or service-management certification is desirable.
- Experience with HR AI chatbots, case-management platforms, employee self-service and knowledge-management solutions.
- Exposure to M&A integration, organizational restructuring and policy harmonization.