Delivery Head – HR Shared Services / HR Operations

Tata Consultancy Services; Taguig; On-site; PHP 2,400,000 - 4,200,000; Full time

Job summary

The Delivery Head – HR Shared Services / HR Operations at Tata Consultancy Services in Metro Manila will provide strategic leadership for end-to-end HR service delivery across the Hire-to-Retire lifecycle. You will oversee multiple teams, drive governance, and partner with executives to align delivery with business goals.

Responsibilities include shaping service strategy, ensuring SLA/KPI achievement, driving automation and continuous improvement, and managing stakeholder relationships across

Qualifications

• Bachelor’s Degree in any discipline.
• Master's Degree in HR/Business Administration or related field preferred.
• 12+ years of experience in HR Operations, HR Shared Services, Employee Services, or BPS.
• Minimum 5+ years of leadership experience managing multiple teams or service delivery functions.
• Proven experience leading large-scale HR Operations or Shared Services organizations.
• Strong experience supporting global HR operations, including US geography.
• Demonstrated experience managing complex stakeholder relationships at senior levels.
• Extensive experience leading transitions (Due Diligence, Knowledge Transfer, Ramp-Up, Hypercare, Go-Live).
• Experience with HRIS/HCM platforms such as Workday, SAP SuccessFactors, Oracle HCM, PeopleSoft.

Responsibilities

• Strategic Leadership & Service Delivery: Provide strategic direction for HR Shared Services delivery across functions and geographies.
• Delivery strategies: Establish and execute delivery strategies aligned with objectives and client expectations.
• SLA/KPI & compliance: Ensure achievement of SLAs, KPIs, quality goals, compliance, and customer satisfaction.
• Operational excellence: Drive standardization, governance, automation, and continuous improvement.
• End-to-end accountability: Accountable for service delivery performance, risk management, and effectiveness.
• Stakeholder management: Senior escalation and relationship management for executives and global clients.

Skills

Strategic leadership

Executive communication

Stakeholder management

Data-driven decision making

Change management

Education

Bachelor's degree

Master's degree in HR/Business

Tools

Workday

SAP SuccessFactors

Oracle HCM

PeopleSoft

Job description

Delivery Head – HR Shared Services / HR Operations

Role Summary

The Delivery Head is responsible for providing strategic leadership and oversight for end-to-end HR Shared Services delivery across the Hire-to-Retire employee lifecycle. This role leads multiple teams and service lines, ensuring operational excellence, client satisfaction, business growth, compliance, and continuous transformation.

The incumbent will oversee delivery across one or more of the following HR service areas:

• Employee Relations Support
• Employee Data Management
• Background Verification and Adjudication
• Employee Concerns and Investigations Support
• Benefits Administration
• HR Helpdesk and Employee Services

As a senior leader, the Delivery Head is accountable for service delivery performance, stakeholder engagement, strategic planning, operational governance, financial management, talent development, and implementation of transformation initiatives. The role serves as the primary point of contact for executive stakeholders and ensures alignment between business objectives and service delivery outcomes.

Role Responsibilities

Strategic Leadership & Service Delivery

• Provide strategic direction and leadership for HR Shared Services delivery across multiple functions, teams, and geographies.
• Establish and execute delivery strategies aligned with organizational objectives and client expectations.
• Ensure achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality goals, compliance requirements, and customer satisfaction targets.
• Drive operational excellence through standardization, governance, automation, and continuous improvement initiatives.
• Accountable for end-to-end service delivery performance, risk management, and operational effectiveness.

Client & Stakeholder Management

• Serve as the senior escalation and relationship management point for executive stakeholders, HR leaders, business leaders, and global clients.
• Develop and maintain strategic partnerships with internal and external stakeholders.
• Lead governance forums, quarterly business reviews, and executive reporting discussions.
• Proactively identify business opportunities, risks, and strategic recommendations to enhance service delivery outcomes.
• Ensure a strong customer-centric culture across all delivery teams.

Organizational Leadership

• Lead and develop a high-performing organization consisting of Operations Managers, Team Leads, and HR Operations professionals.
• Drive workforce planning, succession planning, employee engagement, leadership development, and retention strategies.
• Foster a culture of accountability, innovation, collaboration, and continuous learning.
• Establish performance management frameworks that support organizational goals and talent growth.

HR Operations Governance

• Oversee all employee lifecycle processes, including onboarding, data management, compensation and benefits administration, leave administration, employee relations support, and separation processes.
• Ensure operational controls, policy adherence, audit readiness, and compliance with regulatory requirements.
• Drive data governance initiatives to ensure employee data accuracy, integrity, and security across HR systems.
• Monitor operational performance through dashboards, reporting, and analytics to inform decision-making and strategic planning.
• Lead large-scale transformation initiatives including process reengineering, digitalization, system implementations, and automation programs.
• Identify opportunities to improve efficiency, productivity, quality, and cost optimization across service delivery functions.
• Sponsor and govern continuous improvement programs utilizing Lean, Six Sigma, or other operational excellence methodologies.
• Drive innovation and implementation of best practices across the HR Shared Services organization.
• Provide executive oversight for transition activities, including Due Diligence, Solution Design, Knowledge Transfer, Migration Planning, Ramp-Up, Hypercare, and Go-Live activities.
• Lead complex transition and transformation programs across multiple geographies and stakeholders.
• Ensure successful implementation of new services, scope expansions, and client onboarding initiatives.
• Manage delivery risks and ensure business continuity throughout transformation programs.

Financial & Business Management

• Own operational budgets, resource planning, capacity management, and financial performance.
• Drive productivity improvements and cost optimization initiatives while maintaining service quality.
• Support business development efforts, solutioning activities, and growth initiatives.
• Accountable for revenue, margin, utilization, and delivery performance targets where applicable.

Qualifications

• Bachelor’s Degree in any discipline.
• Master's Degree in Human Resources, Business Administration, or related field preferred.
• 12+ years of experience in HR Operations, HR Shared Services, Employee Services, or Business Process Services.
• Minimum 5+ years of leadership experience managing multiple teams, managers, or service delivery functions.
• Proven experience leading large-scale HR Operations or Shared Services organizations.
• Strong experience supporting global HR operations, including US geography.
• Demonstrated experience managing complex stakeholder relationships at senior and executive levels.
• Extensive experience leading transitions, including Due Diligence, Knowledge Transfer, Ramp-Up, Hypercare, and Go-Live activities.
• Experience with HRIS/HCM platforms such as Workday, SAP SuccessFactors, Oracle HCM, PeopleSoft, or equivalent.

Preferred Qualifications

• Experience leading Global Business Services (GBS), Shared Services, or BPO delivery organizations.
• Lean Six Sigma Green Belt, Black Belt, or equivalent process improvement certification.
• Experience delivering HR transformation and digitalization initiatives.
• Exposure to multi-country and global service delivery models.
• Experience managing large-scale operational budgets and business performance metrics.

Core Competencies

• Strategic Thinking and Business Acumen
• Delivery Excellence and Operational Governance
• Stakeholder and Client Relationship Management
• Financial and Commercial Management
• Large-Scale Program and Transition Management
• Organizational Development and Talent Leadership
• Change Management and Transformation Leadership
• Risk Management and Compliance
• Data-Driven Decision Making
• Excellent Communication and Executive Presence