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Job details:
Purpose of the Role:
The P&C Lead, Human Resources oversees a team of P&C Coordinators to deliver high-quality, centralized HR services across multiple global regions. This role ensures smooth resolution of employee queries, upholds service quality standards, and drives operational excellence through continuous improvement. Partnering with P&C Business Partners, Centers of Expertise (COEs), and global stakeholders, the Lead delivers scalable HR solutions while fostering a positive and consistent employee experience. The role requires extensive use of Oracle HRMS and ServiceNow ticketing tools to manage employee data, streamline case resolution, generate insights, and support efficient service delivery.
Job Responsibilities:
Team Leadership & Supervision
• Lead and manage a team of P&C Coordinators to ensure effective HR service delivery.
• Distribute workload, set priorities, and monitor performance against SLAs and quality standards.
• Foster a collaborative, high-performing, and motivated team culture.
HR Operations & Service Delivery
• Drive accountability for service excellence by monitoring query resolution, case closure, and escalation handling.
• Maintain and update team process documents and SOPs to ensure consistent service delivery, without impacting stakeholder-owned materials.
Continuous Improvement & Compliance
• Ensure compliance with global/local policies, legal requirements, and audit standards through updated procedures and workflows.
• Champion best practices in data security, privacy, and risk management.
• Produce regular dashboards and reports, track KPIs, and use insights to drive continuous improvement.
Reporting & Metrics
• Produce daily, weekly, monthly, quarterly, and annual dashboards for leadership to monitor operational health, trends, and compliance.
• Track KPIs such as SLA adherence, case turnaround time, customer satisfaction, and error rates.
• Use data insights to recommend process improvements and enhance employee experience.
Stakeholder & Vendor Management
• Managing escalations and exceptions for P&C team
• Manage expectations, build trust, and provide proactive updates on service delivery performance.
Systems & Technology
• Leverage advanced HRMS platforms (Oracle) to maintain accurate employee records and transactions.
• Utilize HR Service Delivery ticketing tools such as ServiceNow for efficient case management and reporting.
• Identify areas of improvement at team level
Minimum Requirements:
• 8–12 years of HR Operations/HR Shared Services experience, including progressive team management experience
• Proven regional exposure in managing HR services across EMEA and NA/LATAM. Any experience on managing APAC markets would be an added advantage.
• Strong HRMS expertise (Oracle, Workday, SuccessFactors) with experience in HRSD tools (ServiceNow preferred)
• Demonstrated leadership skills in team management, conflict resolution, and maintaining service quality
• Strong analytical ability with advanced reporting and dashboard creation skills
• Excellent communication, stakeholder management, and sensitivity to employee concerns
Working Relationships:
This role bridges frontline HR service delivery (Coordinators) and global HR leadership/COEs, ensuring consistency, compliance, and positive employee experience. The position directly manages P&C Coordinators, partners with Employees, Managers, P&C Business Partners, COEs, and Global HR teams, and interfaces with IT/HRIS teams and external vendors to support systems and service delivery.
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