Job Description

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

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