Head of Employee Services Operations

<br><p>The holder of this position is responsible for providing strategic and operational leadership to the India Employee Services organization, ensuring high-quality HR service delivery across multiple domains while driving innovation, efficiency, and excellence.</p><p><strong>Key Accountabilities:</strong></p><ul><li>Lead and empower the Employee Services team to deliver outstanding support to internal customers through effective goal setting, coaching, and performance management.</li><li>Foster a culture of engagement, accountability, and continuous development.</li><li>Oversee service performance and productivity across all teams; analyze KPIs and metrics to identify improvement opportunities. Initiate and execute quality, automation, and transformation projects to enhance service delivery and scalability</li><li>Champion employee experience within Employee Services by driving participation and follow-through on Employee Engagement Survey (EES) insights, ensuring consistent action planning and visible improvement.</li><li>Strengthen partnership with business and functional stakeholders by understanding needs, co-creating solutions, and driving measurable outcomes. Promote process simplification, digital enablement, and data-driven decision making.</li><li>Act as a change catalyst—model and encourage a growth mindset, inspire innovation, and lead the organization through change aligned with enterprise transformation priorities.</li></ul><p><strong>The India Employee services team is made up of 4 sub-teams including</strong></p><p><strong>1. Global HRIS:</strong></p><ul><li>System Governance: Oversee HRIS implementation, maintenance, and compliance.</li><li>Process Automation: Enhance HR operations through automation, analytics, and digital transformation.</li><li>Data Integrity & Security: Ensure accuracy, security, and compliance of HR data across all regions.</li><li>Stakeholder Collaboration: Attending MBRs/QBRs and process KPI review meetings</li><li>Vendor Management: Managing the Payroll vendor</li><li>User Experience & Training: Improve system usability, training, and support to enhance adoption and efficiency.</li><li>Projects: M&A execution support in terms of payroll processing and data stewardship</li></ul><p><strong>2. HR Reporting </strong></p><ul><li>Operational HR reporting using various source systems (mainly SAP SuccessFactors)</li></ul><p><strong>3. HR Data Stewardship </strong></p><ul><li>Oversee the integrity and accuracy of HR data across various systems and platforms.</li><li>Contribute to data governance initiatives to enhance data reliability and compliance.</li><li>Expand service offerings to data domains beyond HR Ø Data Cataloging (incl. Zeenea tool)</li><li>Run the data cataloging process using Zeenea to ensure easy data discovery.</li><li>Collaborate with data owners to document metadata and data lineage for enhanced transparency.</li><li>Regularly update the catalog to reflect changes in data sources and structures.</li></ul><p><strong>4. Data Quality Management (Excel, Tableau, Palantir Foundry) </strong></p><ul><li>Establish data quality metrics to monitor and improve data accuracy and consistency.</li><li>Utilize tools like Excel, Tableau, and Palantir Foundry to perform data validation and cleansing.</li><li>Conduct regular audits and assessments to identify and rectify data quality issues.</li><li>Proactively collaborate with various stakeholders in data quality issue resolution </li></ul><p><strong>5. Data Product and Asset Management on Palantir Foundry, incl. access mgmt. </strong></p><ul><li>Manage the lifecycle of data products, from creation to retirement, ensuring alignment with business needs.</li><li>Administer user access controls and permissions within Palantir Foundry to safeguard sensitive data.</li><li>Collaborate with IT and security teams to enforce data governance and co </li></ul><p><strong>6. Data Privacy and Retention operations, incl. running deletion cycles </strong></p><ul><li>Implement and monitor data retention policies in accordance with legal and regulatory requirements, as a joint effort with data owners.</li><li>Coordinate and execute regular deletion cycles to ensure compliance with data privacy standards.</li></ul><p><strong>7. Data Access Requests in GDPR context </strong></p><ul><li>Process and manage data access requests in compliance with GDPR and other applicable regulations.</li><li>Liaise with legal and compliance teams to ensure all data access requests are handled appropriately. </li></ul><p><strong>8. Payroll, Benefits, Taxation & related Compliance (India): </strong></p><ul><li>Payroll Execution/Ops: Lead end-to-end payroll operations, ensuring accuracy, timeliness, and compliance with Indian labor laws.</li><li>Benefits & Compensation: Manage statutory and voluntary employee benefits to enhance employee well-being and engagement.</li><li>Taxation & Statutory Compliance: Ensure adherence to Income Tax, PF, ESIC, Gratuity, PT, and other regulatory requirements. </li><li>Audit Participation: Participate in internal and external audits, provide necessary explanations and documentation.</li><li>Process Optimization: Drive automation, efficiency for seamless payroll and benefits administration.</li><li>Stakeholder Collaboration: Engage with HR, Finance, Legal, and government authorities for compliance and regulatory updates.</li><li>Employee Experience: Enhance payroll and benefits delivery to drive transparency, satisfaction, and trust. </li></ul><p><strong>9. Employee Lifecycle Operations (India): End-to-End HR Operations:  </strong></p><ul><li>Oversee the entire employee lifecycle, from onboarding to exit, ensuring seamless processes.</li><li>Onboarding & Integration: Drive efficient new hire onboarding, documentation, and compliance with regulatory requirements.</li><li>Employee Records Management: Ensure accurate, secure, and compliant maintenance of HR data and personnel records including cases related to data update owing to internal/global mobility and role changes.</li><li>HR Service Excellence: Optimize employee query resolution, self-service platforms, and process automation for efficiency.</li><li>Exit & Offboarding: Manage smooth offboarding, full & final settlements, and compliance-driven clearances. </li></ul><p><strong>10. Training and Consultancy (India, Poland, Philippines): </strong></p><ul><li>Strategic Leadership: Shape the vision for L&D, engaging with stakeholders and executives across Global Enterprise Solutions and Enabling functions.</li><li>Team Management: Lead and manage the People Development Partners (PDP) and trainers to ensure the delivery of high-quality, compliant services.</li><li>Performance Monitoring: Track productivity and performance against KPIs, implementing improvement measures as necessary.</li><li>Operational Efficiency: Drive process transformation and standardization in collaboration with BPE L&D, enhancing service delivery through qualitative and quantitative feedback.</li><li>Stakeholder Engagement: Build strong relationships with internal clients, external providers, and senior stakeholders, addressing concerns and gathering feedback.</li><li>Growth Initiatives: Identify and pursue growth opportunities for L&D services, including the development of new training delivery services.</li><li>Integration Support: Facilitate the integration of learning services from newly acquired scopes into the existing pipeline. </li></ul><p><strong>Work Experience </strong></p><ul><li>15+ years in HR leadership roles within corporate or consulting environments</li><li>Experience in the pharmaceutical, life sciences, or technology industries preferred</li><li>International exposure with proven ability to collaborate across geographies and leadership levels</li><li>Demonstrated impact in capability-building and transformation initiatives</li><li>Experience working with HR stakeholders at country, regional, and global levels</li><li>Proficiency in HR tools, learning administration systems, and data analytics</li><li>Track record of leading diverse global teams</li></ul><p><strong>Competencies & Skills:</strong></p><ul><li><p>Excellent leadership capabilities</p><p> </p></li><li><p>Excellent stakeholder management skills incl. business partnering</p><p> </p></li><li><p>Business acumen and entrepreneurial thinking</p></li><li><p>Service Management background</p><p> </p></li><li><p>Excellent customer- and experience orientation</p><p> </p></li><li><p>Experience in matrix organizations</p><p> </p></li><li><p>Strong Process Excellence Skills (Performance Management, Continuous Improvement)</p><p> </p></li><li><p>Strong intercultural & virtual team management skills</p><p> </p></li><li><p>Strong project management skills</p><p> </p></li><li><p>Strong communication, change management and influencing skills</p><p> </p></li><li><p>Strong advocacy for future orientation and new approaches</p><p> </p></li><li><p>Very good understanding of HR, Finance, Procurement and IT processes and impact, also</p><p> </p></li><li><p>GBS global trends and benchmarks</p><p> </p></li><li><p>Fluent in English language</p></li></ul><br>