Regional HR Service Centre Lead (Africa, India, Middle East)

Requisition ID: 97490 

Job Category: Human Resources 

Location: Gurugram, Haryana, India 
 

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

As part of our Shared Services group, comprised of Finance, Marketing, Communications, Human Resources, Commercial, Legal and Facilities, we support the business achieve their goals through a range of strong technical capabilities. We ensure delivery of services through the skills of our people, methodologies, and systems.
 

Job Title: Regional HR Service Centre Lead (Africa, India, Middle East, Europe)

Location: Gurugram, India

Reports To: Global HR Service Centre Lead (and collaborates closely with Regional HR Directors, HRIS, Talent Acquisition, and the Global HR Operations team)

Role Summary:

The Regional HR Service Centre Lead builds, leads, and continuously improves a high‑performing team of HR Coordinators that execute HR transactions for India, Africa, Middle East, and Europe. This role owns day‑to‑day Service Centre operations, drives data integrity and SLA performance, and partners with the Global HRSC to harmonize processes and elevate the employee and people‑leader experience.

Key Responsibilities:

1) Lead & Develop the HR Service Centre that supports India, Africa, Middle East, and Europe:

• Hire, onboard, coach, and develop HR Coordinators; ensure the team has the capabilities and tools to execute flawlessly.
• Set clear performance expectations; hold regular 1:1s and team huddles; recognize strong performance and address gaps with targeted coaching plans.
• Foster a culture of accountability, service excellence, and continuous improvement.

2) Run Daily Operations & Meet SLAs:

• Oversee the queue of HR tickets (Zendesk) and approval workflows; triage/escalate risks to SLA response and resolution times.
• Monitor ticket volumes, cycle times, backlog, and resolutions/outcomes; take corrective actions to ensure service quality.

3) Drive Data Integrity & Compliance:

• Conduct routine audits and validation of people data in SuccessFactors Employee Central and connected systems; remediate errors and prevent recurrence.
• Partner with HRIS on root‑cause analysis and fixes (configuration, integrations, data flows).
• Ensure adherence to documented processes and controls; maintain auditable records and evidence.

4) Standardize & Improve Processes (Global Collaboration):

• Document end‑to‑end HRSC processes and knowledge articles; review them regularly for improvement and automation opportunities.
• Identify regional variations; work with Global/Regional Leads to harmonize and adopt best practices.
• Contribute to global metric definitions, dashboards, and monthly “report cards”; communicate insights to stakeholders.

5) Stakeholder Partnership & Communication:

• Act as the HR Service Centre’s regional “champion”, educating HR and business stakeholders on proper transaction execution and the foundational importance of data integrity.
• Collaborate with Regional HR Directors to improve policy adherence and SharePoint content relevance; drive engagement with self‑service resources.

6) Tools, Technology & Change Enablement:

• Be the subject‑matter expert on HRSC processes, SuccessFactors EmployeeCentral and Onboarding, Zendesk, and related HR systems; train the team and guide requestors.
• Partner with HRIS on releases, enhancements, and testing.
• Surface automation opportunities (e.g., workflow refinements, templates, knowledge base upgrades) to reduce manual work.

Key Performance Indicators (KPIs):

• SLA performance (first response, resolution time)
• Data quality (error rates, audit pass rates)
• Operational efficiency (cycle time, backlog, corrections)
• Employee experience
• Process maturity (documentation coverage, adoption of global standards)

Qualifications:

• Bachelor’s degree in HR, Business, or related field; advanced HR certification is a plus.
• 4+ years in HR operations/shared services, with 2+ years leading teams.
• Hands‑on experience with SuccessFactors Employee Central and Zendesk (or equivalent ticketing), plus strong Excel/reporting skills.

Skills & Competencies:

• Process excellence & continuous improvement: ability to map, standardize, and optimize HR transactions end‑to‑end.
• Data fluency: understands HR data structures, hierarchies, and impacts; comfortable with audits and root‑cause analysis.
• People leadership: builds capability, sets clear expectations, provides feedback/coaching, and creates an inclusive, high‑performance culture.
• Stakeholder influence: communicates clearly with HR leaders and business managers; aligns on priorities and follows through.
• Tool proficiency: SuccessFactors EC, Zendesk, SharePoint; familiarity with SAP HCM and integrations is an asset.

• Experience managing time‑zone coordination with global teams.

Working Conditions:

• After‑hours collaboration as needed to support global meetings/releases.
• Maintains confidentiality and adheres to information security protocols.

Why This Role Matters:

This role is pivotal to delivering accurate, timely HR services, improving the quality of our HR data, and enabling evidence‑based talent decisions, while helping the Global HR Service Centre advance consistent, efficient processes worldwide.

Why join us?

• Work with great people to make a difference
• Collaborate on exciting projects to develop innovative solutions
• Top employer

What we offer you?

• Flexible work environment
• Long term career development
• Think globally, work locally

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.