Regional HR SSC Delivery and Quality Manager

About the role

As the Regional HR Shared Services Center (SSC) Delivery and Quality Manager, you will ensure that HR services across the region meet agreed service levels, quality standards, and cost targets while delivering a customer‑focused experience.

Key responsibilities

• Lead HR SSC engagements, guaranteeing compliance with service level agreements and customer expectations.
• Drive continuous improvement of HR SSC processes using Lean and Six Sigma tools, including intake, SOPs, documentation, and governance.
• Define and monitor KPIs, analyse tickets and calls, and implement corrective and preventive actions.
• Identify service delivery risks, manage escalations, and coordinate recovery actions with HR IT, Centers of Expertise, vendors, and stakeholders.
• Ensure audit readiness, internal controls, data protection, and compliance with local regulations.
• Coach SSC teams and managers, providing performance feedback, training, and promoting a zero‑defect quality mindset.
• Support stakeholder engagement and contribute to service expansion and new initiatives.

Required profile

• Academic degree or equivalent in Human Resources, Business Administration or related field.
• Minimum 3 years of experience in HR services, SSC/BPO or similar delivery models.
• Proven experience in quality‑driven environments with hands‑on Lean, Six Sigma, audit and continuous‑improvement tools.
• Track record of implementing and governing HR processes at regional or global scale.
• Strong analytical, stakeholder‑management, communication and project‑management abilities.
• Fluency in English; additional European languages are a plus.

Required skills

• Lean methodology
• Six Sigma methodology
• SuccessFactors
• SAP HR
• PeopleDoc
• Ticketing systems

What we offer

• Attractive salary package including private health insurance.
• Opportunity to join a fast‑growing, innovative team within a stable market leader.