The Regional HR Service Delivery Lead is responsible for the end-to-end performance, governance, and execution integrity of HR service delivery across assigned countries within APAC and/or Middle/East.
This role owns service delivery outcomes, escalation management, compliance adherence, and operational controls, ensuring HR services are delivered accurately, consistently, and in accordance with local employment laws, contractual obligations, and internal policies.
The Lead serves as the primary escalation point for complex HR matters, including direct engagement with Workers (WSEs) and Clients, and is accountable for resolving issues prior to escalating to senior leadership. This role acts as the first line of escalation before Sr. Manager involvement, ensuring all matters are resolved with clear documentation, appropriate judgment, and compliance validation.
This role provides direct leadership to Regional HR Service Delivery Specialists (Tier 2) and ensures alignment with the global service delivery model, including SLAs, controls, and service standards.
Key Responsibilities
Regional HR Service Delivery Oversight & Execution Governance
Assist in oversight end-to-end HR service delivery operations across assigned countries, ensuring adherence to SLAs, service catalog, and operating model
Review and validate case resolution quality, including accuracy of decisions, policy application, and completeness of documentation
Ensure HR cases and lifecycle actions are supported by documented approvals, audit trails, and system records
Monitor and enforce case management standards, including response times, resolution timelines, and escalation protocols
Ensure consistent execution of HR processes aligned with global standards and regional legal requirement
Escalation Ownership, Decision Authority & External Engagement
Act as the primary and first line escalation point for complex, sensitive, or high-risk HR matters
Engage directly with WSEs (Workers) and Clients to investigate issues, provide guidance, and communicate resolutions
Conduct case review and risk assessment, determining appropriate resolution actions in alignment with policy and legal requirements
Provide final decision-making and approval on Tier 2 escalations, including non-standard or exception-based scenarios
Escalate only high-risk, legally sensitive, or business-critical matters to the Sr. Manager, with a clear summary, risk assessment, and recommended action
Ensure all escalations are fully documented, including facts, analysis, decision rationale, actions taken, and final resolution
Regional Compliance & Risk Management
Drive compliance with country-specific employment laws, statutory requirements, and internal HR policies across the region. This role supports the MEA/APAC regions.
Validate that HR lifecycle activities (e.g., hires, changes, terminations) are executed in compliance with local regulations and contractual obligations
Establish and enforce HR control frameworks, including approval requirements, documentation standards, and validation checkpoints
Identify, assess, and mitigate operational and compliance risks, including policy misapplication and data integrity issues
Ensure readiness for internal and external audits, including provision of documentation and explanation of decisions
Team Mentorship, Performance Management & Capability Building
Mentor a team of Employee Relationship Consultants, ensuring clarity of roles, responsibilities, and expectations
Allocate and manage workload to ensure balanced case distribution, SLA adherence, and timely resolution
Review team output for accuracy, completeness, and compliance adherence
Monitor and manage performance against KPIs, SLAs, and quality standards, implementing corrective actions as needed
Provide guidance on complex case handling, policy interpretation, and compliance application
Operational Excellence, Process Standardization & Transformation
Standardize HR processes across countries by defining and enforcing consistent workflows, controls, and documentation requirements
Identify and implement process improvements to reduce variability, increase efficiency, and minimize risk
Drive adoption of automation, self-service tools, and workflow optimization in partnership with internal teams
Establish and monitor KPIs and SLAs, using performance data to drive continuous improvement
Lead or support transformation initiatives to scale HR service delivery and improve employee and client experience
Cross-Functional Coordination & Dependency Management
Partner with Shared Services to ensure proper intake, triage, and escalation of HR cases
Collaborate with Payroll, Benefits, Legal, and Finance to ensure accurate and compliant execution of HR processes
Act as a key point of contact for Worksite employees and Clients on complex HR matters requiring advanced support
Ensure alignment between upstream inputs (HR data, approvals) and downstream impacts (payroll, benefits, reporting)
Drive resolution of cross-functional issues by enforcing accountability, timelines, and clear ownership across teams
Vendor & Stakeholder Management
Support relationships with regional vendors (e.g., benefits providers, local partners), where applicable
Monitor vendor performance against SLAs, accuracy standards, and compliance requirements
Conduct performance reviews, including issue tracking, root cause analysis, and corrective action plans
Represent HR Service Delivery in client-facing discussions, including escalations, service reviews, and issue resolution
Communicate service performance, risks, and improvement initiatives to senior leadership and stakeholders
Controls, Documentation & Audit Readiness
Ensure all HR processes are supported by current SOPs, knowledge articles, and control documentation
Maintain audit-ready records for HR cases, lifecycle actions, and compliance activities
Enforce data privacy and confidentiality requirements (e.g., GDPR where applicable)
Ensure all decisions, approvals, and actions are traceable, documented, and aligned with governance standards
Qualifications & Experience
Required
7+ years of experience in HR operations or HR service delivery, including multi-country scope in APAC
Demonstrated experience leading HR service delivery teams and managing escalations
Strong knowledge of regional employment laws and HR compliance requirements
Proven experience managing case operations with defined KPIs and SLAs
Experience operating in a matrixed, cross-functional environment
Bachelor’s degree in Business, Human Resources, or related field (or equivalent experience)
Fluency in English; additional regional language(s) preferred
Preferred
Experience in shared services, EOR, or global HR operating models
Familiarity with HRIS and case management platforms (e.g., ServiceNow, Workday, Zendesk, Salesforce)
Experience leading HR transformation, automation, or system implementations
Professional certification (e.g., CIPD, SHRM, PHR/SPHR)
This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required.
What We Offer
The opportunity to work with a purpose — simplifying global expansion across borders and cultures
A diverse and inclusive environment
Country-specific benefits
Flexible PTO
Your birthday off and a day for you to volunteer and give back to the organization of your choice
Generous Parental Leave Program
Growth and development opportunities with access to a top learning content provider
The opportunity to challenge yourself in a high-performing organization and leave each day knowing you have made an impact.
Atlas Technology Solutions, Inc. (Atlas HXM) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Atlas HXM is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Atlas HXM are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Atlas HXM will not tolerate discrimination or harassment based on any of these characteristics. Atlas HXM encourages applicants of all ages.
Atlas HXM will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities.
Hiring decisions are based upon Atlas HXM’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, and location.
This role will be subject to a background check under local law after an employment offer has been made. Employment may be subject to results. In addition, references may be requested at the final stage of the process.
Atlas HXM will only email candidates from an “@atlashxm.com ” email address. Candidates should ignore communications purporting to be from Atlas HXM that originate from any other email address. Atlas HXM will never ask candidates or employees to purchase gift cards or otherwise make payments in connection with applying for a job with Atlas HXM.
