HEAD OF EMPLOYEE SERVICES & OPERATIONS DEPARTMENT

Main purpose of the job : To lead the Employee Services & Operations Department by ensuring the delivery and continuous improvement of end-to-end employee services and HC operations efficiently, accurately, compliant, and creating seamless employee experience throughout the employee lifecycle, while driving service quality, operational excellence, and effective integration across HC services. Main duties and responsibilities: HC Service Strategy & Delivery Lead the development and implementation of employee services and HC operational strategies, standards, and service models in alignment with business and HC priorities. Ensure effective and consistent delivery of employee services across the employee lifecycle. Drive integration and seamless coordination across Employee Services & Facility and HC Operations. Operational Excellence & Service Quality Establish and monitor service standards, SLAs, KPIs, and performance measures for employee services and HC operations. Identify opportunities to simplify, standardize, and improve HC processes to enhance efficiency, accuracy, and employee experience. Drive continuous improvement and service excellence across the department. HC Operations Governance Ensure effective governance and control over HC operations, payroll, employee administration, mobility, work permits, facilities, and shared services. Ensure operational processes are conducted accurately, consistently, and in compliance with applicable policies and regulations. Identify and mitigate operational risks and ensure appropriate resolution of critical issues. Employee Services Management Ensure employee needs and feedback are incorporated into the design and improvement of HC services. Monitor employee services management to address recurring service gaps or issues. Establish effective mechanisms for handling and escalating complex employee service matters. Stakeholder & Vendor Management Partner with HCBP, other HC functions, business leaders, and relevant stakeholders to ensure effective delivery of employee services. Oversee key external service providers and partners supporting HC operations and employee services. Ensure service providers meet agreed service standards, performance expectations, and contractual requirements. Requirements: Minimum Bachelor Degree (S1) in Human Resources, Business Administration, Management, Law, Engineering, or other relevant disciplines. A Master's Degree is an advantage. Minimum 10 years of experience in Human Capital Operations, Corporate Services, General Affairs, Facility Management, or related fields, with at least 5 years in a managerial role leading multidisciplinary operational teams. Strong understanding of HC operations, workplace services, facility management, and corporate support functions. Strong leadership and stakeholder management capabilities. Excellent strategic planning and operational governance skills. Strong vendor and contract management capability. Excellent analytical, communication, negotiation, and problem-solving skills. Experience leading service transformation and operational excellence initiatives. High customer orientation with strong governance and risk management awareness. Ability to lead cross-functional collaboration and organizational changes.