Senior HR Operations Service Delivery Specialist

Job Purpose and Impact

The HR Operations Service Delivery Senior Specialist will support the global end‑to‑end HR service delivery model by driving process efficiency and quality through AI adoption, technology enablement, and data‑driven insights. They will partner closely with local Country HR Operations teams, Finance outsourced Contact Services vendor and other PODs without direct operational ownership. The Specialist identifies trends, defects, root causes, and systemic issues across HR processes and uses deep SuccessFactors data and process knowledge to recommend solutions that improve speed, accuracy, compliance, and scalability. 

Key Accountabilities

Global Service Delivery Support 

• Support the global end‑to‑end HR service delivery ecosystem, ensuring alignment and consistency across channels, processes, regions and stakeholders. 

• Maintain data standards, improve data quality, support validation, cleansing, migration and integration, and uphold MDM frameworks. 

Operations Standardization  

• Partner closely with local Country HR Operations teams to understand country‑specific processes, regulatory requirements, and pain points. 

• Facilitate alignment between global processes and local execution, supporting standardization where possible and local adaptation where required. 

Vendor Performance Management 

• Monitor the outsourced Contact Services vendor, review performance data, identify quality or knowledge defects, and ensure process adherence. 

AI / Tech Enablement 

• Identify opportunities to streamline processes, reduce manual effort, and enhance scalability through automation, AI, and digital tools. 

• Partner with Technology, Product, and HR Operations teams to design and implement tech‑enabled improvements, including new tools, enhancements, and AI capabilities across the service delivery ecosystem. 

Operational Governance & Quality Insights 

• Uses SuccessFactors data and service metrics to identify process and data defects, conduct root‑cause analysis, partner with global owners to improve and implement sustainable fixes. 

• Maintain key documentation, support audit/compliance, ensuring data integrity, create dashboards.

Qualifications

Required Qualification

• 5 to 8 years of experience in HR Operations, HR Shared Services, or a related HR support function. 
• Working knowledge of SuccessFactors (Employee Central and related processes). 
• Experience collaborating with outsourced vendors or contact center operations. 
• Strong operational curiosity and a continuous‑improvement mindset. 
• Data‑driven with a knack for identifying patterns and systemic issues. 
• Strong analytical and problem‑solving skills, including trend analysis and root‑cause identification. 
• Ability to work effectively in a global, matrixed environment with diverse stakeholders. 
• Strong communication skills and ability to translate complex issues into clear recommendations.  

Preferred Qualification

• Experience with AI‑enabled HR tools, workflow automation, or digital transformation initiatives. 
• Background in process improvement methodologies (Lean, Six Sigma, Kaizen). 
• Familiarity with case management and knowledge management platforms.