Director, Global People Services & Solutions

About the company

Role Summary The Director, Global People Services & Solutions—Asia leads the Asia Services & Solutions Hub and is accountable for delivering consistent, compliant, and high-quality people services across the region. The role translates global GPSS strategy into regionally relevant operating models, strengthens service performance and customer experience, and accelerates the responsible adoption of data, AI, and automation. Operating across diverse markets, regulatory environments, cultures, and levels of service maturity, the Director builds regional capability, develops high-performing teams, and delivers measurable business value through scalable, resilient, and future-ready solutions.

Your tasks

Strategy & Operating Model

• Own and execute the Asia service strategy, translating global GPSS priorities into a clear regional roadmap, operating model, and investment agenda.
• Design scalable service delivery and solution-development models that balance global standardization with local regulatory, market, and business requirements.
• Set regional priorities, governance, and decision rights across regional and country teams, and influence global product, process, and service roadmaps.

Service Performance, Governance & Risk

• Remain accountable for regional service performance, establishing a management system that improves quality, productivity, responsiveness, customer satisfaction, and value realization.
• Establish strong governance, controls, and escalation mechanisms to protect service continuity, data integrity, policy adherence, regulatory compliance, and audit readiness.
• Optimize the regional service catalogue, processes, capacity, and organizational structure as business demand and country requirements evolve.
• Resolve material service, compliance, and capacity risks in partnership with country, functional, and global teams.

People, Organization & Capability

• Build and lead a diverse, high-performing regional organization with clear accountabilities, strong collaboration, and disciplined execution across countries and cultures.
• Develop critical capabilities in service management, solution design, data, digital transformation, risk, and customer experience.
• Strengthen succession pipelines, coach future leaders, and foster a culture of ownership, inclusion, ethical leadership, continuous learning, and excellence.

Technology, Data & Transformation

• Simplify and standardize processes before scaling digital tools, self-service, AI, and automation to improve service quality, capacity, productivity, and resolution speed.
• Partner with AI, productivity, technology, data, and global product teams to shape responsible solutions that address regional needs and deliver measurable value.
• Use analytics and operational intelligence to anticipate demand, identify service risks, improve decisions, and track benefits from transformation investments.
• Lead regional change and adoption strategies that embed new operating models, digital capabilities, and ways of working.

Stakeholders, Change & Customer Experience

• Serve as a trusted advisor to regional business and People leaders, aligning services and solutions with enterprise priorities and local operating realities.
• Create effective listening and feedback mechanisms, convert customer insights into improvement priorities, and communicate service performance and value with transparency.
• Build alignment across global, regional, and country stakeholders, resolving trade-offs and securing sponsorship for material changes and investments.

What Success Looks Like

• Consistent, reliable, and compliant service performance across Asia, with clear accountability and effective risk management.
• Improved customer satisfaction, employee experience, productivity, responsiveness, and value realization.
• Greater process standardization, digital adoption, self-service, and responsible use of AI and automation.
• A resilient regional operating model supported by strong governance, data integrity, regulatory compliance, and audit readiness.
• An engaged, inclusive, and capable organization with a strong leadership pipeline.

Requirements

Required Qualifications

• At least 10 years of experience in people services, HR operations, shared services, or service delivery, including significant senior leadership responsibility in a complex regional or multinational environment
• Demonstrated success designing, governing, and improving regional service delivery or shared-services operating models.
• Strong expertise in service performance, process optimization, organizational design, change leadership, governance, risk, and stakeholder management.
• Proven ability to lead diverse, multicultural teams and influence senior stakeholders in a fast-paced, matrixed environment.
• Strong understanding of labor, regulatory, data, and cultural considerations across Asian markets.
• Exceptional executive communication, judgment, problem-solving, and team-building capabilities.

Preferred Qualifications

• Experience leading AI, automation, self-service, analytics, or digital service transformation with measurable business outcomes.
• Experience with service management platforms, product-oriented delivery, and data-driven performance management.
• Experience leading services across multiple Asian regulatory environments, operating models, and levels of organizational maturity.