1. Team Leadership & People Management
· Directly lead and manage a team of HR Professionals (typically 10–15+ contributors depending on scope).
· Set clear performance expectations and monitor individual and team productivity, quality, and timeliness.
· Conduct regular coaching, case reviews, and feedback sessions to strengthen team judgment, communication, and problem-solving skills.
· Support hiring, onboarding, performance management, development planning, and succession readiness for team members.
· Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
2. HR Advisory & Case Management
· Oversee delivery of HR guidance to managers and employees on employee lifecycle matters, including:
o Policy interpretation and application
o Performance management (excluding formal PIP ownership where applicable)
o Employee conduct, attendance, and workplace concerns
o Organizational changes and workforce programs
o Termination actions and other complex HR matters
· Act as the first level of escalation for the team on complex, sensitive, or high-risk cases, ensuring appropriate judgment and documentation.
· Ensure consistent, fair, and risk-aware application of HR policies and practices across cases.
· Partner with Legal, Employee Relations, Compliance, and Risk teams as required.
3. Service Delivery Excellence & Operational Management
· Drive consistent execution of operating procedures, workflows, and service standards.
· Own and manage team-level service delivery metrics including case quality, turnaround time (TAT), SLAs, customer satisfaction, and quality audits.
· Monitor workloads, capacity, and case distribution to maintain service stability and responsiveness.
· Identify service gaps, recurring issues, and process inefficiencies and implement corrective actions.
· Support continuous improvement initiatives by providing team-level insights, root-cause analysis, and recommendations.
· Ensure accurate case documentation, data integrity, and system compliance.
4. Stakeholder Collaboration & Partnership
· Build effective working relationships with HR Business Partners, HR Advisors, COEs, and other HR delivery teams.
· Partner with HR Business Partners on resolving cases that impact business initiatives, leaders, or sensitive employee populations.
· Provide insights and feedback to the Global Pillar Head on service trends, risks, and capability needs.
· Represent HR functionin operational forums or working groups as required.
5. Risk Management, Compliance & Ethical Standards
· Ensure all team activities comply with company policies, legal requirements, audit standards, and regulatory guidelines.
· Review and oversee cases to ensure appropriate risk assessment, documentation, and escalation.
· Promote a strong ethical culture and reinforce sound judgment in HR advice and decision-making.
· Support audit activities and respond to reviews or findings related to book of work.