Agentic People Service Lead, Employee Success Operations - APAC (Individual Contributor)

Overview

Agentic People Service Lead, Employee Success Operations - APAC is an individual contributor role within APEX, Salesforce's regional People Services & Operations hub, covering Tier 2 operational execution (Benefits, Leave of Absence, Time Tracking, Employee Relations) and regional project management across ANZ, ASEAN and India.

What you'll do

• Oversee daily case and inquiry handling for the APAC region, covering queue health, SLAs, escalations and quality.
• Mentor and guide People Specialists on complex cases, share best practices and help maintain case quality, without formal line management.
• Partner with the Manager to run team rhythms (huddles, workload allocation, coverage planning, handoffs) and act as delegate when the Manager is out of office.
• Identify trends in cases and recommend knowledge-article, process or tooling improvements.
• Act as the first point of escalation for complex T2 cases, make decisions within defined policy, and escalate high-risk or precedent-setting matters to the Manager.
• Provide regular coaching and feedback to People Specialists, and review case quality against SLA and CSAT targets.
• Use AI agents and automation to deflect routine inquiries, and feed case trends back into agent and knowledge improvements.
• Plan and deliver ES initiatives end to end: scope, timelines, risks, stakeholder updates and post-launch reviews.
• Manage the APAC project pipeline and prioritization, and report status to ES leadership.
• Drive process standardization and operational readiness for new programs and policy changes.
• Act as the subject-matter reference for process and project questions within the team.
• Own delivery of assigned APAC initiatives against agreed milestones, and report progress, risks and outcomes to ES leadership.
• Support ASEAN ES compliance, including data privacy requirements, record-keeping and policy attestations, in line with local legal requirements.
• Help maintain documentation, SOPs and controls so they meet local legal and company requirements.
• Run periodic quality and compliance checks, track remediation actions to closure, and work with Legal, Privacy and local HR/ER partners.
• Act as a key partner to the Global ES Compliance team, owning ASEAN inputs for audits and attestations through to closure.

What you'll need

• 8+ years in HR operations, shared services or People Operations, including leading projects or mentoring peers with/without formal authority.
• Working knowledge of APAC employment practices, HR generalist and business operations, and HR compliance.
• AI-First and human/agent collaboration experience and mindset.
• Proven project management skills.
• Sound judgment in applying HR policy to varied situations across APAC.
• Strong problem-solving skills with data analysis and reporting.
• Excellent communication skills.
• Proven ability to influence and align stakeholders across regions.
• Ability to work in a diverse work environment with ambiguity and multiple priorities.
• Ability to handle confidential matters with discretion and manage multiple priorities independently.

Nice to have

• Prior experience with Workday, Peopleforce, Google Workspace and any similar HRIS.
• Scripting (Google Apps Script, Python) for data analysis and reporting.
• Experience with Salesforce Service Cloud and Slack, plus reporting or analytics tools.
• Working knowledge of ASEAN employment and data privacy regulations (e.g. PDPA).
• Certification in project management (e.g. PMP, PRINCE2).
• Certification in process improvement (e.g. Six Sigma, Lean, Kaizen).

Details

• Location: Hyderabad, India (hybrid).
• Supports ANZ, ASEAN and India, with working-hours overlap across APAC time zones.
• Occasional regional travel as needed.
• No direct reports.