Workforce Experience Lead

Responsibilities:

• Implement effective operational control and monitor service performance to ensure that employee service delivery meets standards and expectations.
• Coordinate and maintain standard operating procedures and policy documents related to service operations, understanding their impact on other departments. Ensure all related documentation is current and accurate.
• Manage cross-hub/urgent service requests and serve as the primary escalation point for inquiries escalated from tier 1 support.
• Provide leadership in developing a comprehensive internal governance model to ensure consistency in services processes, content, and delivery across countries and business units within the hub.
• Coordinate with internal/external/customer auditors and government agencies for scheduled and ad-hoc payroll audits and inquiries.
• Take responsibility for audit/compliance and provide advice on internal payroll control considerations. Escalate issues to payroll manager/hub leader as necessary.
• Manage and prepare reports on key performance indicators and metrics.
• Coordinate and actively lead process standardization across multiple business units and service delivery projects through engagement with HR and line management.
• Provide support for employee service delivery activities and act as the hub representative to support global/regional initiatives and drive deliverables for the GWO organization.

Qualifications

• Minimum Degree in Human Resources, Administration, Business, or related studies; post-graduate management in HR is an advantage.
• 10 years of experience in HR Operations or HR Service delivery in areas such as Payroll, Time & Attendance management, and HR Shared Services in a diverse and complex organization, preferably with a population of over 2000 employees.
• Proven experience in Payroll Compliance.
• Strong analytical and problem-solving skills, with keen attention to detail.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong drive for results, responsiveness, speed, and ability to navigate a matrix organization.
• Ability to interpret data to understand workload capacity and service trends.
• Enthusiastic, self-driven individual with a positive mindset, capable of working with individuals at all levels and building strong relations with relevant internal and external stakeholders across functions and geographies.
• Able to maintain strict confidentiality and possess good interpersonal skills to handle sensitive and confidential matters.
• Ability to work under pressure and manage multiple tasks with remote supervision.
• Excellent verbal and written communication skills with a sense of urgency.
• Superior verbal and written communication skills in English are essential.
• Ability to quickly adapt to internal systems; high proficiency in Google Suite and exposure to Oracle, ServiceNow, and Tinh Hoa HRIS are advantageous.
• Sound knowledge and understanding of various labor laws, with a focus on Vietnam.