Regional H2R Service Delivery Lead for Shared Business Services (SBS)

The Regional H2R SDL is accountable for end-to-end delivery and performance of H2R services for a single SBS center/region, ensuring adherence to global standards and stable, high-quality service to HR and business stakeholders. The SDL leads H2R operations locally, partners with the GSDL/SLM for direction and with the GPO/POs for standards, and reports managerially to the SBS Center Lead to end delivery and performance of H2R services quality service to HR and business stakeholders. The SDL leads H2R operations locally, partners with the  

Scope of Services (Center/Region) 

Own the day-to-day delivery of the H2R portfolio executed in the center/region, which may include today delivery of the H2R portfolio executed in the center/region, which may include: 

• People Connect Services (case management & employee inquiries). Employee lifecycle Services (On/off boarding, Recruitment), People Development Services (Development & training and Performance & succession plan) and Payroll Services. 

Key Responsibilities: 

1) Service Delivery & Operations 

• Run daily H2R operations for the center/region, ensuring reliability, timeliness, quality, and compliance across all in scope subprocesses. Scope subprocesses. 

• Execute against the global service charter, SOPs, and standards; enforce local adherence and manage controlled exceptions. 

• Coordinate shift plans, capacity, and cross training to handle seasonal peaks and business continuity. Training to handle seasonal peaks and  

2) Performance Management 

• Own regional KPIs/SLAs (cost, quality, speed, experience); publish dashboards, lead reviews with stakeholders, and drive corrective actions. 

• Contribute data to global H2R performance reviews and scorecards led by the service line. 

3) Standards, SOPs & Controls 

• Implement global process standards locally in partnership with GPO/POs; raise and manage deviations through governance. 

• Govern the SOP lifecycle at the center (creation, validation, periodic updates, single source of truth) and uphold knowledge management practices. management practices.  

• Maintain risk controls and BCP/DR readiness for critical H2R services in the region. 

4) People Leadership 

• Lead and coach H2R supervisors/teams; build skills mapped to the global competency model; drive engagement and retention. 

• Provide structured feedback into workforce planning and talent pipelines for the H2R service line. 

5) Stakeholder & BRM Routines 

• Act as primary H2R delivery contact for regional HR leadership/HRBPs and business stakeholders; manage escalations and expectations.  

• Run regional governance routines (monthly/quarterly service reviews) and feed the global stakeholder plan/JBP with your Service Line counterparts.  

6) Continuous Improvement & Digital 

• Identify and deliver CI/automation opportunities; quantify benefits and track realization in alignment with the service line roadmap.  

• Champion a digital first mindset (workflow, case tools, analytics) to improve experience and throughput. 

7) Transitions & Stabilization 

• Lead the center’s readiness, knowledge transfer, go live, hyper care, and stabilization for H2R scope migrations; adhere to SBS transition tollgates and documentation. 

Experience and Qualifications 

• 5–10+ years in HR shared services/GBS delivery with multicountry regional scope; track record running payroll/benefits and employeelifecycle operations at scalecountry regional scopelifecycle operations at scale 

• Demonstrated success owning KPIs/SLAs, resolving escalations, and leading teams through standardization and change. 

Soft skills 

• Strong people leadership, coaching, and workforce planning.  

• Operational rigor (governance, controls, BCP) and data driven decision-making.  

• Stakeholder management/BRM, conflict resolution, and clear executive communication.  

• Continuous improvement and digital mindset     

• Good presentation, communication skills and experience in engaging & presenting to senior executives regularly.  

• Ability to work in a dynamic, fluid environment by taking quick decisions and working independently.  

• Track record of problem-solving experience based on data analysis.   

• Fluent English is mandatory.