Regional People Operations Manager

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.

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 standardisation across the region.
• Improve the use of technology, reporting and operational data.
• Ensure changes are successfully embedded into day-to-day service delivery.

What We Are Looking For

• 7+ years of experience in HR operations or service delivery.
• Significant experience within a client-facing service delivery organisation , 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 organisation is essential for this position.