Regional HRSD Operations Lead - APAC

Overview

Lead end-to-end HR service delivery, governance and escalation management across assigned APAC countries, acting as first-line escalation before Sr. Manager and directly leading Regional HR Service Delivery Specialists (Tier 2).

What you'll do

• Oversee end-to-end HR service delivery operations across assigned countries, ensuring adherence to SLAs, service catalog and operating model.
• Review and validate case resolution quality, including accuracy of decisions, policy application and completeness of documentation.
• Ensure HR cases and lifecycle actions are supported by documented approvals, audit trails and system records.
• Monitor and enforce case management standards, including response times, resolution timelines and escalation protocols.
• Ensure consistent execution of HR processes aligned with global standards and regional legal requirements.
• Act as the primary and first-line escalation point for complex, sensitive or high-risk HR matters.
• Engage directly with Workers (WSEs) and Clients to investigate issues, provide guidance and communicate resolutions.
• Conduct case review and risk assessment, determining appropriate resolution actions in line with policy and legal requirements.
• Provide final decision-making and approval on Tier 2 escalations, including non-standard or exception-based scenarios.
• Escalate only high-risk, legally sensitive or business-critical matters to the Sr. Manager, with a clear summary, risk assessment and recommended action.
• Ensure all escalations are fully documented, including facts, analysis, decision rationale, actions taken and final resolution.
• Drive compliance with country-specific employment laws, statutory requirements and internal HR policies across the region.
• Validate that HR lifecycle activities (e.g., hires, changes, terminations) are executed in compliance with local regulations and contractual obligations.
• Establish and enforce HR control frameworks, including approval requirements, documentation standards and validation checkpoints.
• Identify, assess and mitigate operational and compliance risks, including policy misapplication and data integrity issues.
• Ensure readiness for internal and external audits, including provision of documentation and explanation of decisions.
• Mentor a team of Employee Relationship Consultants, ensuring clarity of roles, responsibilities and expectations.
• Allocate and manage workload to ensure balanced case distribution, SLA adherence and timely resolution.
• Review team output for accuracy, completeness and compliance adherence.
• Monitor and manage performance against KPIs, SLAs and quality standards, implementing corrective actions as needed.
• Provide guidance on complex case handling, policy interpretation and compliance application.
• Standardize HR processes across countries by defining and enforcing consistent workflows, controls and documentation requirements.
• Identify and implement process improvements to reduce variability, increase efficiency and minimize risk.
• Drive adoption of automation, self-service tools and workflow optimization in partnership with internal teams.
• Establish and monitor KPIs and SLAs, using performance data to drive continuous improvement.
• Lead or support transformation initiatives to scale HR service delivery and improve employee and client experience.
• Partner with Shared Services to ensure proper intake, triage and escalation of HR cases.
• Collaborate with Payroll, Benefits, Legal and Finance to ensure accurate and compliant execution of HR processes.
• Act as a key point of contact for Worksite employees and Clients on complex HR matters requiring advanced support.
• Ensure alignment between upstream inputs (HR data, approvals) and downstream impacts (payroll, benefits, reporting).
• Drive resolution of cross-functional issues by enforcing accountability, timelines and clear ownership across teams.
• Support relationships with regional vendors (e.g., benefits providers, local partners), where applicable.
• Monitor vendor performance against SLAs, accuracy standards and compliance requirements.
• Conduct performance reviews, including issue tracking, root cause analysis and corrective action plans.
• Represent HR Service Delivery in client-facing discussions, including escalations, service reviews and issue resolution.
• Communicate service performance, risks and improvement initiatives to senior leadership and stakeholders.
• Ensure all HR processes are supported by current SOPs, knowledge articles and control documentation.
• Maintain audit-ready records for HR cases, lifecycle actions and compliance activities.
• Enforce data privacy and confidentiality requirements (e.g., GDPR where applicable).
• Ensure all decisions, approvals and actions are traceable, documented and aligned with governance standards.

What you'll need

• 7+ years of experience in HR operations or HR service delivery, including multi-country scope in APAC.
• Demonstrated experience leading HR service delivery teams and managing escalations.
• Strong knowledge of regional employment laws and HR compliance requirements.
• Proven experience managing case operations with defined KPIs and SLAs.
• Experience operating in a matrixed, cross-functional environment.
• Bachelor's degree in Business, Human Resources or related field (or equivalent experience).
• Fluency in English.

Nice to have

• Additional regional language(s).
• Experience in shared services, EOR or global HR operating models.
• Familiarity with HRIS and case management platforms (e.g., ServiceNow, Workday, Zendesk, Salesforce).
• Experience leading HR transformation, automation or system implementations.
• Professional certification (e.g., CIPD, SHRM, PHR/SPHR).

Details

• Locations: India, Japan, Philippines.
• Supports the MEA/APAC regions.
• Subject to a background check under local law after an offer is made; references may be requested at the final stage.