Regional HR Service Delivery Manager – APAC

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the regional expert on HR processes, specific requirements for each country, and tailored case management for clients.

• Develop and uphold standard operating procedures (SOPs), playbooks, and a comprehensive knowledge base.

• Work collaboratively with Payroll Operations, Account Management, Product, Legal, and Risk & Compliance teams.

• Address and manage HR tickets and inquiries from clients and employees.

• Diagnose and resolve HR service delivery challenges across various employment models.

• Create and sustain case management guides and compliant SOPs.

• Recruit and lead a regional team comprising HR Delivery Specialists and Employee Relationship Coordinators.

• Supervise the capacity and operational demands of regional HR service delivery.

• Implement global and regional HR regulations in relation to client-specific and cross-border cases.

• Investigate and resolve escalated and complex cases.

• Maintain documentation that is audit-ready, covering processes, controls, and compliance.

• Monitor and analyze HR legislation and regulatory updates.

• Handle client and employee HR complaints, identifying and addressing root causes.

• Coordinate the onboarding process for new countries and clients into the HR service delivery framework.

• Collaborate with local vendors and legal advisors.

• Track regional HR service delivery key performance indicators (KPIs) and service level agreements (SLAs).

⛳️ Requirements

• A minimum of 5 years of demonstrated experience in HR service delivery, managing multi-country or regional HR operations within a high-growth or startup setting.

• Exceptional communication skills, capable of articulating complex information clearly across various formats.

• Practical experience in building and expanding a team along with its supporting infrastructure (SOPs, knowledge base) in a rapidly growing environment.

• Familiarity with global HR regulations, with the capacity to apply them to client-specific and cross-border scenarios.

• Ability to work remotely and independently in a fast-paced and dynamic setting.

• Proficiency in English is essential; knowledge of additional languages is advantageous.

• Experience in supporting high-touch enterprise accounts while managing escalations with a professional approach.

• Competence in resolving intricate client and employee HR inquiries and tickets promptly.

• Ability to excel in uncertain conditions and adapt swiftly to changing priorities and jurisdictions.

• Strong documentation skills, emphasizing the development of infrastructure and knowledge bases that facilitate scaling.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• Collaborative and inclusive company culture.