Leads and oversees HR service delivery operations for the US, ensuring efficient, consistent, and high-quality support across key HR functions. Manages service performance, team effectiveness, process improvements, and stakeholder relationships while serving as a senior escalation point for complex HR matters.

Key Responsibilities:

• Oversee Benefits, People Operations, People Experience, and Talent Acquisition functions and ensure effective service delivery.
• Lead, coach, and manage HR teams to achieve service, quality, and performance objectives.
• Serve as the escalation point and backup resource for complex employee and HR service matters.
• Monitor SLAs, KPIs, workload, and service quality, driving continuous improvement.
• Partner with business and HR stakeholders to resolve issues and improve employee experience.
• Ensure HR processes, policies, and documentation are consistently applied and compliant with applicable US requirements.
• Identify process gaps and implement improvements, standardization, and efficiency initiatives.

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• 10+ years of HR experience, with at least 5 years in HR Service Delivery and people management.
• Strong experience overseeing multiple HR functions, preferably in a shared services or global HR environment.
• Strong knowledge of US HR processes, employee lifecycle, and HR service delivery.
• Excellent stakeholder management, problem-solving, communication, and leadership skills.