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 perform

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