HR Service Regional Lead - NA

The Role

Operational Leadership

• Lead the Regional HR Services team and oversee end-to-end service delivery in line with the HR Service Catalogue, across Tier 0/1/2 and defined service levels.
• Partner closely with HR Services Delivery teams to provide a seamless, high quality colleague experience across all hire to retire processes
• Ensure accurate, timely employee lifecycle administration and maintain high quality HR data across all systems. 

HR Advisory & Case Management

• Lead and guide the Regional HR Services team in delivering expert HR advisory support for Tier 2 processes, ensuring the team effectively manages complex or sensitive cases and escalations.
• Resolve issues by collaborating with Global Process Owners, HR Partners, and Delivery teams, ensuring root cause analysis and corrective actions.

Operational Excellence & Continuous Improvement

• Monitor service performance, identify improvement opportunities, and drive continuous optimisation of processes, people, and technology.
• Ensure HR Services meets or exceeds targets for timeliness, quality, experience, and cost.

Process, Compliance & Governance

• Oversee the design and localisation of HR processes to ensure compliance with regional legislation and regulatory requirements.
• Maintain audit readiness, ensure accurate reporting, and implement legislative changes into HR Services processes.

Digital Enablement & Technology

• Champion digital tools, automation, and modern ways of working to support the organisation’s Journey to Digital strategy.
• Support system enhancements and new technology implementations in partnership with Global HRIT & GPO’s.

Stakeholder Engagement & Collaboration

• Build strong relationships with HR Partners, Regional HR teams, Payroll, Centres of Expertise, and Recruitment to deliver coordinated HR programs and a seamless colleague experience.
• Communicate HR Services updates and initiatives proactively across the region.

Change & Program Management

• Lead and support HR projects, change initiatives, and major HR programs such as annual cycle activities, M&A, and system updates.
• Support knowledge transfer and capability building across HR Services teams.

The Requirements

• 7+ years of HR experience in operational HR or HR Services roles, with broad exposure to HR administration from onboarding through offboarding, ideally within a Global Business Services (GBS) setting. 

• Strong understanding of HR principles, employment law, best practices, and local labour regulations, with proven experience delivering compliant HR Services across the full employee lifecycle. Strong experience of managing NA colleague absence processes is required. 

• 5+ years of people management experience, with the ability to lead, coach, and develop a large or dispersed team and hold them accountable for high quality delivery.
• Demonstrated ability to operate with a strong service mindset, adapting quickly to changing priorities and fast‑moving environments.
• Skilled at building collaborative relationships and influencing stakeholders at all levels, with excellent verbal and written communication skills.
• Strong judgement and analytical problem-solving skills, able to navigate complex queries, resolve escalations, and apply legislative and practical insight to real world challenges.
• Highly organised, detail oriented, and capable of managing multiple priorities, deadlines, and workstreams simultaneously.
• Demonstrated ability to drive continuous improvement, optimise processes, and embed efficient, scalable ways of working.
• Proficient in HR systems and digital tools, with advanced skills in Microsoft Office and experience with platforms such as Oracle, ServiceNow, and SharePoint (preferr