Head of Service Delivery, Global People Services

The Head of Service Delivery is pivotal in ensuring the seamless delivery of services across multiple countries, consistently achieving the expected Net Promoter Score (NPS) and service level agreement metrics. This role involves managing teams within the Global Delivery Center (GDC) location, including 2-3 service delivery team leaders, and acting as the primary point of contact for escalated complaints and incidents. 
The Head of Service Delivery partners closely with HR leaders in the countries supported by their GDC. For instance, a Head of Service Delivery based in the Malaysia GDC will collaborate with HR leaders in the UK&I and APAC regions. This partnership is crucial for understanding how the employment market, landscape, and regional business activities impact service delivery. 
Furthermore, the Head of Service Delivery conducts performance business reviews with the regional HR teams they support. These reviews are essential for reporting performance results, sharing customer insights, and ensuring that the needs of the local market employment landscape are met, thereby driving continuous improvement and innovation in service delivery. 

Key Responsibilities: 

Strategic Leadership: 

• Develop and execute a global HR service delivery strategy aligned with business objectives. 
• Partner with HR Centres of Excellence (CoEs), regional HR leaders, and business stakeholders to ensure seamless service integration. 

Operational Excellence: 

• Oversee global HR operations including employee lifecycle processes (onboarding, offboarding, payroll, etc.). 
• Manage global HR Global People Services delivery teams and ensure consistent service levels and KPIs. 
• Create and drive plans to continuously improve NPS performance, ensuring high levels of employee satisfaction and operational efficiency. 
• Hold performance business reviews with the regional HR teams they provide services to, reporting performance results, sharing customer insight and ensuring the needs of the local market employment landscape are met 

Technology & Systems: 

• Ensure data integrity, compliance, and reporting capabilities across systems. 

Team Leadership: 

• Build and lead a high-performing global HR operations team. 
• Foster a culture of accountability, innovation, and continuous learning. 

Compliance & Risk Management: 

• Ensure HR operations comply with global labour laws, data privacy regulations (e.g., GDPR), and internal policies. 
• Mitigate risks through robust controls and audit readiness. 

Discover the Unexpected

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, deliver digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments.

We invest in talented people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

• Over 10 years of progressive HR experience, including 5+ years in a leadership role within global HR operations or service delivery. 
• Demonstrated success in managing large-scale HR transformation projects. 
• Knowledge of HR systems and technologies. 
• Leadership, communication, and stakeholder management skills. 
• Ability to thrive in a matrixed, multinational environment. 
• HR certification (e.g., SHRM-SCP, CIPD, PHR/SPHR) is a plus. 
• Expertise in global HR, payroll, and benefits administration. 
• Multilingual skills are advantageous 

Our uniqueness is that we truly value yours.

Experian Asia Pacific's culture, people, flexibility and environments are key differentiators. We take our people and equal opportunity agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We're an award winning organisation due to our strong people focus (Great Place To Work, Top Employer and Employer of Choice).

Experian Asia Pacific leverages cutting edge data science, inclusion and start-up mindsets to build tomorrow's credit solutions. Innovation is a critical part of Experian's DNA and practices. As is our diverse workforce, which drives our success. Everyone can succeed at Experian, irrespective of their gender, ethnicity, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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