Regional HR Service Delivery Manager (APAC)

Key Responsibilities:

Regional HR Service Delivery and Scalability

• Serve as the regional subject matter expert for HR processes, country-specific requirements, and client-specific case handling.
• Establish and maintain SOPs, playbooks, and a knowledge base that enable the team to operate accurately and consistently as headcount and client volume scale.
• Collaborate cross-functionally with Payroll Operations, Account Management, Product, Legal, and Risk & Compliance to enhance HR service delivery and educate internal teams.
• Manage client and employee HR tickets and inquiries, ensuring timely resolution and high client and employee satisfaction.
• Troubleshoot HR service delivery issues and collaborate with internal and external stakeholders to reach timely resolutions across multiple employment models.
• Create and maintain comprehensive documentation, including case-handling guides and compliant standard operating procedures (SOPs).
• Build out and lead a regional team of HR Delivery Specialists and Employee Relationship Coordinators to support Globalli's growth.

HR Service Delivery Compliance, Escalations and Regional Readiness

• Regional HR service ownership: Oversee Globalli's ability to deliver HR services within the assigned region, aligning operational capacity with business demand.
• Compliance navigation: Apply global and regional HR rules and regulations to client-specific and cross-border cases to maintain compliance and adherence to regulatory standards.
• Issue resolution: Investigate and resolve HR service escalations and complex client or employee cases.
• Documentation and reporting: Maintain accurate, audit-ready documentation of HR service processes, controls, and compliance.
• Regulatory monitoring: Track and interpret HR legislation and regulatory changes, document impacts, and communicate updates to internal teams.
• Escalation management: Serve as the escalation point for client and employee HR complaints, ensuring they are managed fairly and effectively and root causes addressed to prevent recurrence.
• Implementation oversight: Coordinate and oversee the onboarding of new countries and clients into HR service delivery, ensuring scalable operational processes.
• Local vendor engagement: Coordinate with local vendors, including local counsel, as need to support compliant HR service delivery in region-specific and complex cases.
• KPI and SLA management: Monitor KPIs and SLAs for HR service delivery across the region.

What You’ll Bring:

• 5+ years of proven HR service delivery experience managing multi-country or regional HR operations in a high-growth or startup environment.
• Strong communication skills with the ability to explain complex information clearly across formats.
• Hands-on experience building and scaling a team and its supporting infrastructure (SOPs, knowledge base) in a fast-growing environment.
• Working knowledge of global HR rules and regulations, with the ability to apply them to client-specific and cross-border cases.
• Comfortable working remotely and independently in a fast-paced, evolving environment.
• Multilingual capabilities (English required; additional languages a plus).
• Client-Centric Approach: Experience supporting high-touch enterprise accounts and managing escalations with professionalism.
• Problem-Solving Skills: Skilled in resolving complex client and employee HR tickets and inquiries in a timely manner.
• Adaptability: Thrive in ambiguity and adapt quickly to shifting priorities and jurisdictions.
• Analytical Mindset: Strong documentation skills with a focus on building infrastructure and knowledge bases that support scale.