The HR Services Lead for APAC & India plays a key role in supporting the delivery of HR services across the region by providing local and regional oversight of day to day operations. Through dotted line leadership, this role provides direction and guidance to HR Services team members to ensure work is delivered accurately, efficiently, and in alignment with global standards while meeting regional and local requirements. Acting as a regional point of coordination, the HR Services Lead supports escalations, provides operational guidance, and helps drive consistency, stability, and continuous improvement in HR service delivery across APAC & India.
Key Responsibilities
- Serve as the sole point of contact for APAC and India HR Services Administrators, providing operational guidance and escalation support.
- Lead and resolve all escalated and complex HR Services cases across APAC and India, including Tier 2 and newly defined regional escalation items.
- Act as a dotted line lead to regional HR Services admins, ensuring consistency, quality, and adherence to global HR Services standards.
- Own regional escalation governance, determining when issues can be resolved within HR Services versus requiring Tier 3, HRBP, HRIS, Legal, or CoE involvement.
- Ensure HR Services delivery across APAC and India is compliant with local labor laws, regulatory requirements, and data privacy standards.
- Partner with the Senior Manager, Global HR Services to support HR Services projects, regional initiatives, and service delivery strategy.
- Support tracking and analysis of HR Services metrics, trends, and escalations, providing insights to improve efficiency and service quality.
- Identify process gaps, repeat issues, and risks, and recommend continuous improvement opportunities within HR Services scope.
Knowledge & Attributes
- Strong knowledge of HR Services and service delivery, including employee lifecycle management, onboarding, offboarding, records management, and compliance.
- Experience managing complex and escalated HR cases, preferably in a regional or global HR Services model.
- Solid understanding of APAC and India HR practices, with the ability to navigate regional complexity and local requirements.
- Demonstrated ability to lead through influence and dotted‑line relationships.
- Strong problem‑solving, decision‑making, and escalation management skills.
- Ability to balance operational execution with strategic support and continuous improvement.
- Comfortable working cross‑functionally with HRBPs, HRIS, Payroll, Benefits, Compliance, and Legal teams.
Academic Qualifications & Certifications
- High School Certification or related qualifications.
- Completion or working towards completion of a diploma or degree in a Human Resources field or similar is highly beneficial.
Required Experience
- Demonstrated experience leading or supervising HR services, shared services, or HR administration teams within a regional or global environment.
- Strong hands‑on experience delivering HR Services across the employee lifecycle, including onboarding, job changes, offboarding, and contingent worker support.
- Proven experience managing high‑volume HR operations while ensuring accuracy, compliance, and a consistent employee experience.
- Proficiency in Workday across HCM, case management, data maintenance, reporting, and employee support.
- Experience identifying process gaps, improving workflows, and driving operational efficiency within HR services or shared services models.
- Experience leading or supporting HR initiatives or projects, including coordinating resources, timelines, and deliverables.
- Ability to apply best practices and introduce practical improvements to enhance service quality, scalability, and effectiveness.
Work conditions & other requirements
- Hybrid work schedule, which requires contributing from the office a minimum of 3 days per week.
- Perform work from a remote location with stable internet connection.
