[Hiring] Regional HR Service Delivery Manager @Globalli

Role Description

The Regional HR Service Delivery Manager will play a pivotal role in building and overseeing HR service delivery operations for their assigned region, ensuring client and employee HR tickets and inquiries are resolved accurately and on time as Globalli scales. This role builds the team, infrastructure, and knowledge base needed to support HR service delivery, while navigating global HR rules and client-specific cases to maintain compliance and adherence to regulatory standards across the region.

Key Responsibilities

• Serve as the regional subject matter expert for HR processes, country-specific requirements, and client-specific case handling.
• Establish and maintain SOPs, playbooks, and a knowledge base that enable the team to operate accurately and consistently as headcount and client volume scale.
• Collaborate cross-functionally with Payroll Operations, Account Management, Product, Legal, and Risk & Compliance to enhance HR service delivery and educate internal teams.
• Manage client and employee HR tickets and inquiries, ensuring timely resolution and high client and employee satisfaction.
• Troubleshoot HR service delivery issues and collaborate with internal and external stakeholders to reach timely resolutions across multiple employment models.
• Create and maintain comprehensive documentation, including case-handling guides and compliant standard operating procedures (SOPs).
• Build out and lead a regional team of HR Delivery Specialists and Employee Relationship Coordinators to support Globalli's growth.
• Oversee Globalli's ability to deliver HR services within the assigned region, aligning operational capacity with business demand.
• Apply global and regional HR rules and regulations to client-specific and cross-border cases to maintain compliance and adherence to regulatory standards.
• Investigate and resolve HR service escalations and complex client or employee cases.
• Maintain accurate, audit-ready documentation of HR service processes, controls, and compliance.
• Track and interpret HR legislation and regulatory changes, document impacts, and communicate updates to internal teams.
• Serve as the escalation point for client and employee HR complaints, ensuring they are managed fairly and effectively and root causes addressed to prevent recurrence.
• Coordinate and oversee the onboarding of new countries and clients into HR service delivery, ensuring scalable operational processes.
• Coordinate with local vendors, including local counsel, as needed to support compliant HR service delivery in region-specific and complex cases.
• Monitor KPIs and SLAs for HR service delivery across the region.

Qualifications

• 5+ years of proven HR service delivery experience managing multi-country or regional HR operations in a high-growth or startup environment.
• Strong communication skills with the ability to explain complex information clearly across formats.
• Hands-on experience building and scaling a team and its supporting infrastructure (SOPs, knowledge base) in a fast-growing environment.
• Working knowledge of global HR rules and regulations, with the ability to apply them to client-specific and cross-border cases.
• Comfortable working remotely and independently in a fast-paced, evolving environment.
• Multilingual capabilities (English required; additional languages a plus).
• Experience supporting high-touch enterprise accounts and managing escalations with professionalism.
• Skilled in resolving complex client and employee HR tickets and inquiries in a timely manner.
• Thrive in ambiguity and adapt quickly to shifting priorities and jurisdictions.
• Strong documentation skills with a focus on building infrastructure and knowledge bases that support scale.