People Capability Manager

Job Overview

The role involves managing the delivery of complex employee lifecycle services across a designated region. It leads a team of Tier 2 Specialists and Subject Matter Experts handling escalated, policy-driven, and country-specific HR cases, ensuring timely resolution, process consistency, and collaboration with HR Business Partners, Centers of Excellence, and Tier 1 teams. The position also focuses on enhancing regional HR service capability through process governance, compliance, continuous improvement, and technology utilization.

Responsibilities

• Lead Tier 2 service delivery, overseeing complex employee lifecycle activities and escalated case management.
• Manage Tier 2 Specialists and SMEs across service lines including benefits operations, plant employee onboarding, offboarding, compliance, data management, and investigations.
• Ensure accurate, timely, and compliant execution of advanced HR processes.
• Establish service standards, adherence to policies, regulatory requirements, and global HR frameworks.
• Oversee investigation, documentation, and resolution of complex cases, ensuring compliance and audit readiness.
• Support execution through Workday and ServiceNow, defining workflows and leveraging automation and AI.
• Act as escalation point for Tier 1 teams, COEs, and HR Business Partners, providing insights for policy refinement.
• Define and manage SLAs, KPIs, and quality metrics; lead continuous improvement initiatives.
• Coach, mentor, and develop the Tier 2 team to build expertise and foster accountability.

Qualifications

• Experience leading Tier 2 HR service delivery and managing teams of specialists and SMEs.
• Knowledge of employee lifecycle processes, compliance, and regulatory requirements.
• Proficiency in HR systems like Workday and ServiceNow, with ability to optimize workflows and use technology.
• Strong collaboration skills with HR stakeholders, Legal, and Compliance teams.
• Ability to drive performance metrics, continuous improvement, and operational maturity.
• Leadership experience in coaching and developing HR teams.