Job Title: Director – Service Excellence (HR Services)

Location: Chennai

Shift: US Shift, Work at Office

Reporting: VP HRO

Role Summary The Service Excellence role drives data-led decision-making and continuous improvement across HR Operations and Shared Services. This role is responsible for Quality Framework, Continuous Improvement, Transformation and support delivery with Production reporting, dashboarding, KPI governance, descriptive analytics, and process quality to enhance efficiency, compliance, and service delivery performance.

Core Responsibilities Quality Control Framework

Design and execute audit frameworks for HR transactions and processes

Conduct periodic audits reviews to ensure adherence to SLAs, policies, and compliance standards

Publish audit findings, track action plans, and ensure timely closure

Identify risks, recommend mitigation strategies, and ensure governance across HR operations Process Excellence, Quality & Continuous Improvement

Monitor process adherence and identify gaps in HR workflows

Establish and govern quality frameworks and standardization practices

Drive continuous improvement initiatives using Lean, Six Sigma, and Kaizen methodologies

Identify process inefficiencies, eliminate non-value-added activities, and reduce errors/rework

Foster a culture of continuous improvement, innovation, and data-driven accountability

Build team capability in Quality, Analytics, and operational excellence practices Analytics & Insights (Descriptive Analytics)

Analyze operational data to identify trends, inefficiencies, and root causes

Provide data-backed recommendations to improve productivity, quality, and service delivery

Support

Generate real-time and periodic insights across key HR processes (onboarding, payroll, lifecycle events)





Support leadership with meaningful insights for informed decision-making Stakeholder Management & Governance

Collaborate with HR Operations, HRIS, and business stakeholders

Present dashboards, insights, and performance reviews to leadership and clients

Act as a consultant and change agent to drive operational excellence initiatives

Support governance forums (WBR/MBR/QBR) with insights, risks, and improvement roadmaps Reporting, Dashboarding & Data Governance

Design, develop, and maintain HR operational dashboards and reports (including executive-level views)

Automate recurring reports to improve efficiency, accuracy, and scalability

Partner with stakeholders to gather requirements and translate them into actionable insights

Ensure data integrity, consistency, and governance across all HR reporting

Deliver periodic and ad-hoc insights to support leadership decision-making Metrics, KPI Framework & Performance Governance

Define, standardize, and govern HR metrics (SLA, TAT, productivity, accuracy, etc.)

Establish KPI frameworks aligned with business objectives and client expectations

Monitor performance through scorecards, dashboards, and review cadences

Track trends, benchmark performance across teams/geographies, and highlight improvement areas

Drive end-to-end performance measurements across the hire-to-retire lifecycle Ideal Candidate Profile

Must to Have

Experience in HR Operations / HR Shared Services / HRO setting

Certified to Lean Six Sigma / process improvement methodologies

Black Belt

Strong analytical and problem-solving mindset

Strong communication and stakeholder management skills Good to have

Expertise in reporting and visualization tools (Excel, Power BI, Tableau, etc.)

Exposure in F&A; domain

US Visa

📌 Director, Service Excellence, HRO (Chennai)
🏢 Sutherland
📍 Chennai