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Regional People Operations Manager
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We are seeking an experienced Regional People Operations Manager to oversee a regional HR service delivery operation within a complex, international environment.
This role is suited to someone who has built their career in a client-facing HR service delivery, managed services, outsourced HR, payroll services, HR technology services, or similar service-provider environment.
The successful candidate will combine strong operational management with client relationship management, team leadership, escalation handling, governance, and continuous improvement.
Key Responsibilities
Service Delivery Management
- Oversee the delivery of HR services across a multi-country regional operation.
- Ensure teams consistently meet agreed service expectations, quality standards, and operational priorities.
- Monitor performance, workloads, service levels, and operational risks.
- Drive improvements in service quality, efficiency, and scalability.
Client & Stakeholder Management
- Build strong relationships with senior clients, internal stakeholders, and cross-functional partners.
- Act as a senior escalation point for complex service issues.
- Ensure clear communication, effective expectation management, and timely resolution of operational challenges.
- Use data and operational insight to improve service outcomes.
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Team Management
- Manage and develop a distributed team of HR professionals.
- Establish clear accountability, ownership, and performance expectations.
- Coach team members through complex client and employee matters.
- Build a high-performance culture focused on service quality and continuous improvement.
Operational Excellence & Governance
- Ensure services are delivered in line with internal procedures, service expectations, and applicable employment requirements.
- Maintain appropriate operational controls and risk-management practices.
- Review recurring issues and service failures, ensuring corrective actions are implemented.
- Identify opportunities to improve processes, workflows, systems, and automation.
Change & Improvement
- Manage operational change across processes, systems, and ways of working.
- Support greater consistency and standardization across the region.
- Improve the use of technology, reporting, and operational data.
- Ensure changes are successfully embedded into day-to-day service delivery.
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What We Are Looking For
- 7+ years of experience in HR operations or service delivery.
- Significant experience within a client-facing service delivery organization, such as outsourced HR services, managed services, payroll services, HR technology services, or professional HR services.
- Strong experience managing service delivery across multiple countries or jurisdictions.
- Demonstrable people-management experience, ideally managing distributed or remote teams.
- Experience managing complex client escalations and operational issues.
- Strong understanding of service levels, KPIs, operational performance, and continuous improvement.
- Experience working within structured governance and risk-management environments.
- Strong stakeholder-management skills, including working with senior clients and leadership teams.
- Experience improving processes through technology, automation, or workflow redesign.
Experience within an outsourced, managed-service, or client-service organization is essential for this position.
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