Regional HR Service Delivery Manager – EMEA

This is a fully remote position, open to applicants in Spain, +3 more countries.

📋 Description

• Act as the regional authority on HR processes, country-specific regulations, and client-related case management.

• Develop and uphold standard operating procedures (SOPs), playbooks, and a knowledge repository to ensure precise and uniform operations at scale.

• Collaborate effectively with Payroll Operations, Account Management, Product, Legal, and Risk & Compliance teams.

• Manage HR-related tickets and inquiries from clients and employees.

• Diagnose and resolve issues related to HR service delivery across various employment models.

• Create and sustain case-handling manuals and compliant SOPs.

• Build and lead a regional team composed of HR Delivery Specialists and Employee Relationship Coordinators.

• Oversee the capacity and operations of regional HR service delivery.

• Implement global and regional HR policies to both client-specific and cross-border scenarios.

• Investigate and address escalations and complex HR cases.

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

• Monitor and interpret changes in HR legislation and regulations, communicating updates as necessary.

• Handle escalations related to client and employee HR complaints while addressing root causes.

• Facilitate the onboarding of new countries and clients into the HR service delivery framework.

• Coordinate with local vendors, including legal counsel.

• Track and assess regional HR service delivery KPIs and SLAs.

⛳️ Requirements

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

• Excellent communication skills, capable of conveying complex information clearly across various formats.

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

• Understanding of global HR regulations, with the ability to apply them to client-specific and cross-border situations.

• Comfortable working remotely and independently in a dynamic, fast-paced environment.

• Proficiency in multiple languages (English required; additional languages are advantageous).

• Experience in supporting high-touch enterprise accounts and managing escalations with a high level of professionalism.

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

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

• Strong documentation skills, focusing on constructing infrastructure and knowledge bases that promote scalability.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• Collaborative and dynamic work environment.