Head, Group HR Operations

Job Purpose

• The Head, Group Operations is a strategic leader responsible for building and optimizing HR operations, including Safety & Health, systems, and processes across Axiata’s Corporate Centre to drive operational excellence, compliance, and scalability.

• This role is instrumental in aligning HR processes with organizational goals, ensuring seamless delivery of HR services, and implementing best-in-class technology platforms to enable data-driven decision-making.

• The position requires a focus on process optimization, governance, and automation while fostering a culture of continuous improvement. This leader partners with HR teams within the group to standardize policies, deliver efficiencies, and enhance employee experience through innovative and agile operational frameworks.

• Additionally, the position champions workforce agility, analytics, and change management processes to support Axiata’s growth and digital transformation journey

• The role requires a leader who can inspire change, foster innovation, and collaborate with senior stakeholders to align with business priorities.

• This leader collaborates closely with the Talent & Transformation team to ensure seamless integration of operational and talent strategies, enhancing overall workforce efficiency and experience.

Scope & Authority

• Define and standardize HR operational processes, including Safety & Health within Axiata Corporate Centre.

• Establish governance frameworks and monitor compliance with HR policies and standards. • Lead cross-functional teams and partner with HR teams to drive operational efficiency.

• Manage budgets and resources for HR operations, ensuring cost-effectiveness and scalability.

• Represent Group HR Operations in audits, compliance reviews, and reporting to senior management.

Key Accountabilities

HR Service Delivery:

• Design and implement scalable, efficient HR operational processes to support business needs across corporate centre focusing on consistency, compliance, and user experience.

HR Systems & Technology:

• Lead the optimization and integration of HR technology platforms, including HRIS implementation, automation, and workforce analytics, to drive efficiency and data-driven decision-making.

Policy & Compliance:

• Develop and maintain HR policies, ensuring compliance with local regulations and global standards, and lead audits to ensure adherence. Develop frameworks for governance and risk management.

Shared Services Management:

• Oversee shared services and centralized HR functions, ensuring consistency, cost-efficiency, and high-quality service delivery. Drive continuous improvement in service delivery models.

HR Metrics & Analytics:

• Establish reporting frameworks to monitor and analyse workforce metrics, providing actionable insights and forecasts to support strategic planning. Develop dashboards and predictive analytics capabilities.

Vendor Management:

• Manage relationships with external HR service providers, ensuring service quality, contract compliance, and cost-effectiveness. Establish SLAs and performance reviews.

Payroll & Benefits Administration:

• Oversee payroll, benefits administration, and other HR operational processes to ensure accuracy, compliance, and timeliness. Streamline workflows and leverage automation.

Employee Experience:

• Suggests and supports programs from Culture and Engagement Team to enhance the employee experience, focusing on engagement, feedback mechanisms, satisfaction surveys, lifecycle management, and employee self-service tools.

Process Optimization:

• Continuously review and refine HR processes to improve efficiency, scalability, and performance in line with best practices and emerging technologies. Implement robotic process automation where feasible.

Crisis Management & Contingency Planning:

• Develop and implement contingency plans to ensure operational continuity during crises or disruptions, including data recovery and remote workforce support plans.

Mergers & Divestitures:

• Oversee HR operations integration during mergers, acquisitions, and divestitures, ensuring seamless process alignment, compliance, and workforce transition support.

Diversity & Inclusion:

• Champion diversity and inclusion initiatives to foster an equitable and inclusive workplace, embedding D&I metrics into processes and launching targeted programs for underrepresented groups.

Safety & Health Management:

• Develop and implement group-wide safety and health policies, ensuring compliance with local regulations and global standards. Partner with facilities teams to maintain safe and healthy workplaces.

Facilities Management:

• Oversee the effective management of corporate facilities, ensuring they meet operational needs, compliance requirements, and sustainability goals. Drive initiatives for workplace modernization and space optimization.

Stakeholder Collaboration:

• Work closely with internal and external stakeholders to align HR operational strategies with organizational goals. Build relationships with regulators, auditors, and key partners to ensure compliance and trust.

Collaboration:

• Work closely with the People & Culture team to align operational systems & processes.

Key Results Area

• Reduction in processing times and costs for HR service delivery.

• Successful implementation and adoption of HR technology platforms and workforce analytics tools.

• Zero critical compliance issues or penalties in audits and regulatory reviews.

• Timely and accurate reporting of workforce analytics and actionable insights.

• Improvement in employee satisfaction scores related to HR operations and workplace environment.

• Seamless HR operational integration during mergers, acquisitions, and divestitures, ensuring compliance and business continuity.

• Reduction in workplace incidents and enhanced safety and health awareness across facilities.

• Optimization of workspace utilization and achievement of sustainability goals for facilities.

• Achievement of SLAs for external vendors and strong stakeholder relationships.

• Operational continuity during crises with minimal disruptions and effective contingency plans.

• Stakeholder satisfaction and alignment scores based on feedback from senior leadership.

Experience & Skills Required

• 10+ years of experience in HR operations, systems management, or related fields.

• Proven expertise in implementing and managing HR technology platforms such as HRIS, workforce analytics, and automation tools.

• Strong understanding of compliance, risk management, and governance frameworks across multi-country operations.

• Exceptional leadership and project management skills with a proven ability to drive operational excellence in complex, matrixed organizations.

• Experience in managing shared services and vendor relationships, including SLAs and performance metrics.

• Track record of managing HR operations during mergers, acquisitions, and divestitures, ensuring smooth transitions and compliance.

• Strong analytical and data interpretation skills with proficiency in using dashboards and reporting tools.

• Ability to lead process optimization initiatives, leveraging emerging technologies and best practices.

• Advanced degree in Human Resources, Operations Management, or related fields preferred.

• Demonstrated ability to work effectively in multicultural environments and lead cross-functional teams.

• Strong leadership, stakeholder management, and communication skills.