Director - Service Excellence (HR Services)

Quality Control Framework

• Design and execute audit frameworks for HR transactions and processes
• Conduct periodic audits reviews to ensure adherence to SLAs, policies, and compliance standards
• Publish audit findings, track action plans, and ensure timely closure
• Identify risks, recommend mitigation strategies, and ensure governance across HR operations

Process Excellence, Quality & Continuous Improvement

• Monitor process adherence and identify gaps in HR workflows
• Establish and govern quality frameworks and standardization practices
• Drive continuous improvement initiatives using Lean, Six Sigma, and Kaizen methodologies
• Identify process inefficiencies, eliminate non-value-added activities, and reduce errors/rework
• Foster a culture of continuous improvement, innovation, and data-driven accountability
• Build team capability in Quality, Analytics, and operational excellence practices

Analytics & Insights (Descriptive Analytics)

Analyze operational data to identify trends, inefficiencies, and root causes

Provide data-backed recommendations to improve productivity, quality, and service delivery

Support:

Generate real-time and periodic insights across key HR processes (onboarding, payroll, lifecycle events)

Support leadership with meaningful insights for informed decision-making

Stakeholder Management & Governance

• Collaborate with HR Operations, HRIS, and business stakeholders
• Present dashboards, insights, and performance reviews to leadership and clients
• Act as a consultant and change agent to drive operational excellence initiatives
• Support governance forums (WBR/MBR/QBR) with insights, risks, and improvement roadmaps

Reporting, Dashboarding & Data Governance

• Design, develop, and maintain HR operational dashboards and reports (including executive-level views)
• Automate recurring reports to improve efficiency, accuracy, and scalability
• Partner with stakeholders to gather requirements and translate them into actionable insights
• Ensure data integrity, consistency, and governance across all HR reporting
• Deliver periodic and ad-hoc insights to support leadership decision-making

Metrics, KPI Framework & Performance Governance

• Define, standardize, and govern HR metrics (SLA, TAT, productivity, accuracy, etc.)
• Establish KPI frameworks aligned with business objectives and client expectations
• Monitor performance through scorecards, dashboards, and review cadences
• Track trends, benchmark performance across teams/geographies, and highlight improvement areas
• Drive end-to-end performance measurements across the hire-to-retire lifecycle

Ideal Candidate Profile

Must to Have

Strong analytical and problem-solving mindset

Experience in HR Operations / HR Shared Services / HRO environment

Certified to Lean Six Sigma / process improvement methodologies

Strong communication and stakeholder management skills

US Visa

Good to have

Expertise in reporting and visualization tools (Excel, Power BI, Tableau, etc.)

Exposure in F&A domain