Lead HR Service Delivery

PI Industries Ltd; Mumbai; Presencial; INR 4.200.000 - 6.600.000; Jornada completa

Descripción de la vacante

PI Industries Ltd seeks an experienced leader to manage and strengthen employee lifecycle service delivery across its global operations. The role covers ~4,500 employees in nine countries, including India, the USA, Mexico and Brazil, balancing country-specific requirements with consistent service standards.

The ideal candidate will have a strong background in building/running HR shared services and driving improvements through technology, automation and process simplification across geographies.

Formación

• Postgraduate qualification in HR, operations management or related discipline.
• 15–20 years of HR operations/employee lifecycle leadership experience.
• Proven track record leading multi-country lifecycle services.
• Experience building/operating HR shared services and automation initiatives.

Responsabilidades

• Lead end-to-end employee lifecycle services across geographies (onboarding to offboarding).
• Ensure delivery against service standards, addressing country-specific requirements.
• Governance, risk, payroll interfaces and service continuity oversight.
• Build and expand service catalogue, transitions, and stabilise new services.
• Drive process simplification, automation, and AI-enabled improvements.

Conocimientos

Strategic HR leadership

Multi-country operations

SAP SuccessFactors

HR data analytics

Change management

Governance & controls

Educación

Postgraduate in HR or related field

Herramientas

SAP SuccessFactors

HR ERP/HCM platforms

Descripción del empleo

PI Industries is seeking an experienced leader to manage and strengthen employee lifecycle service delivery across its global operations.

The role supports approximately 4,500 employees across nine countries, with significant operations in India, the USA, Mexico and Brazil. It requires the ability to manage diverse country’s requirements while establishing consistent service standards and employee experience.

The successful candidate will bring experience in both building and running HR shared services or employee lifecycle operations. The mandate combines three priorities: delivering reliable services, expanding service delivery capabilities, and continuously improving operations through process simplification, technology and automation.

Key Accountabilities

Primary accountability: Reliable, consistent and compliant employee lifecycle services across geographies.

• Lead end-to-end employee lifecycle service delivery, including onboarding, employee transactions, employee records, offboarding and employee service requests.
• Ensure timely, accurate and consistent delivery against agreed service standards, accommodating country-specific operational and regulatory requirements.
• Establish clear service ownership, performance measures, operational controls and escalation mechanisms.
• Manage service delivery performance, operational risks, service continuity and resolution of recurring issues.
• Provide leadership and governance oversight to the Global Payroll Lead, ensuring effective payroll service delivery, controls and employee lifecycle interfaces.
• Ensure compliance with approved employment policies and operational requirements, working with HR Risk, Compliance and specialist teams.
• Lead and develop the Service Delivery team, strengthening operational capability, accountability and service orientation.
• Manage service providers and work closely with country HR teams, HRBPs, Centres of Excellence and enabling functions to ensure effective service delivery.

2. Build | Service Catalogue and Delivery Capability

Primary accountability: Establish and expand service delivery capabilities and transition new services into sustainable operations.

• Operationalise new and expanded employee lifecycle services within the approved service catalogue.
• Lead service transitions from design and implementation into stable operational delivery.
• Establish operating processes, service standards, ownership, controls and performance measures for newly introduced services.
• Assess operational readiness across people, processes, technology and stakeholder dependencies.
• Drive change management and adoption of new services, processes and employee/manager service channels.
• Build team capability and operating practices that support consistent service delivery across geographies.

3. Improve | Service Excellence, Technology and Employee Experience

Primary accountability: Improve service quality, efficiency and employee experience through data-led decisions, process improvements and technology.

• Identify opportunities to simplify processes, reduce manual intervention, eliminate recurring errors and improve service responsiveness.
• Use service performance data, reporting and analytics to identify trends, operational risks and improvement opportunities.
• Define business requirements and priorities for workflow, automation, self-service and employee service-management improvements.
• Partner with HR Systems and IT teams to implement approved technology-enabled improvements.
• Identify opportunities to apply automation and AI-enabled solutions to improve service efficiency, accuracy and employee experience.
• Drive adoption of improved processes and service channels among employees, managers and HR stakeholders.
• Monitor the effectiveness of improvements through measurable service outcomes.

Expected Outcomes

• Reliable and consistent employee lifecycle service delivery across countries.
• An operational service catalogue with clear ownership, standards and performance measures.
• Successful transition and stabilisation of new services within the delivery model.
• Measurable reduction in manual effort, recurring errors, rework and avoidable escalations.
• Improved employee and manager service experience.
• Effective operational controls, payroll governance and service-provider performance.

Education and Experience

Education

• Postgraduate qualification in Human Resources, Operations Management or a related management discipline.

Professional Experience

• Approximately 15-20 years of experience in HR operations, employee lifecycle service delivery or HR shared services.
• Proven experience leading multi-country employee lifecycle service operations, including managing country-specific requirements.
• Demonstrated experience establishing, expanding or transitioning HR services into stable operational delivery.
• Experience managing service performance, operational controls, cross-functional dependencies and service improvement initiatives.
• Experience leading teams and working with senior stakeholders across geographies.
• Experience managing process improvement, change management and technology-enabled service delivery initiatives.

Technology, Data and Automation

• HR Technology: Proficiency in SAP SuccessFactors, with practical experience using the platform to manage employee lifecycle processes, data and service delivery. Exposure to other global HR ERP/HCM platforms is an advantage.
• Reporting and Analytics: Working experience in HR data reporting and analytics, including the ability to interpret operational data, identify trends and use insights to improve service performance.
• Automation: Working knowledge of workflow, process automation and employee self-service technologies, with experience identifying and implementing service improvements.
• Artificial Intelligence: Practical exposure to AI-enabled applications or initiatives in HR operations, service delivery or process improvement.

Leadership Capabilities

• Strong operational leadership and accountability for service outcomes.
• Ability to build new service capabilities while managing ongoing operations.
• Structured problem-solving and sound operational judgement.
• Effective people leadership, coaching and team development.
• Ability to influence and collaborate across functions and geographies.
• Strong service orientation and commitment to employee and manager experience.
• Comfort with technology, data and continuous improvement