"We believe in a world where growth thrives across borders and cultures. Our mission is to guide companies on their journey by providing services and technology that enables global talent management and delivers a human experience. As an Employer-of-Record (EOR) provider we offer the HR and compliance infrastructure essential for companies to expand internationally. We take care of the complex behind-the-scenes work allowing companies to focus on the strategies that drive their success. We are For People By People. The future of work is borderless and so are we. Our people are located around the globe — in the U.S. the UK India Colombia China and beyond. Diversity and belonging are not just values they are who we are. We are also committed to making a positive impact. Through our Environment Social and Governance (ESG) impact initiative we are addressing our environmental footprint and promoting social responsibility. Our impact program is central to our vision and culture focusing on employee wellness diversity charitable work and ethical corporate governance. If you are interested in working in a people-centric global organization apply below. About the Role The Regional HR Service Delivery Lead is responsible for the end-to-end performance governance and execution integrity of HR service delivery across assigned countries within APAC and/or Middle/East. This role owns service delivery outcomes escalation management compliance adherence and operational controls ensuring HR services are delivered accurately consistently and in accordance with local employment laws contractual obligations and internal policies. The Lead serves as the primary escalation point for complex HR matters including direct engagement with Workers (WSEs) and Clients and is accountable for resolving issues prior to escalating to senior leadership. This role acts as the first line of escalation before Sr. Manager involvement ensuring all matters are resolved with clear documentation appropriate judgment and compliance validation. This role provides direct leadership to Regional HR Service Delivery Specialists (Tier 2) and ensures alignment with the global service delivery model including SLAs controls and service standards. Key Responsibilities Regional HR Service Delivery Oversight & Execution Governance Assist in oversight end-to-end HR service delivery operations across assigned countries ensuring adherence to SLAs service catalog and operating model Review and validate case resolution quality including accuracy of decisions policy application and completeness of documentation Ensure HR cases and lifecycle actions are supported by documented approvals audit trails and system records Monitor and enforce case management standards including response times resolution timelines and escalation protocols Ensure consistent execution of HR processes aligned with global standards and regional legal requirement Escalation Ownership Decision Authority & External Engagement Act as the primary and first line escalation point for complex sensitive or high-risk HR matters Engage directly with WSEs (Workers) and Clients to investigate issues provide guidance and communicate resolutions Conduct case review and risk assessment determining appropriate resolution actions in alignment with policy and legal requirements Provide final decision-making and approval on Tier 2 escalations including non-standard or exception-based scenarios Escalate only high-risk legally sensitive or business-critical matters to the Sr. Manager with a clear summary risk assessment and recommended action Ensure all escalations are fully documented including facts analysis decision rationale actions taken and final resolution Regional Compliance & Risk Management Drive compliance with country-specific employment laws statutory requirements and internal HR policies across the region. This role supports the MEA/APAC regions. Validate that HR lifecycle activities (e.g. hires changes terminations) are executed in compliance with local regulations and contractual obligations Establish and enforce HR control frameworks including approval requirements documentation standards and validation checkpoints Identify assess and mitigate operational and compliance risks including policy misapplication and data integrity issues Ensure readiness for internal and external audits including provision of documentation and explanation of decisions Team Mentorship Performance Management & Capability Building Mentor a team of Employee Relationship Consultants ensuring clarity of roles responsibilities and expectations Allocate and manage workload to ensure balanced case distribution SLA adherence and timely resolution Review team output for accuracy completeness and compliance adherence Monitor and manage performance against KPIs SLAs and quality standards implementing corrective actions as needed Provide guidance on complex case handling policy interpretation and compliance application Operational Excellence Process Standardization & Transformation Standardize HR processes across countries by defining and enforcing consistent workflows controls and documentation requirements Identify and implement process improvements to reduce variability increase efficiency and minimize risk Drive adoption of automation self-service tools and workflow optimization in partnership with internal teams Establish and monitor KPIs and SLAs using performance data to drive continuous improvement Lead or support transformation initiatives to scale HR service delivery and improve employee and client experience Cross-Functional Coordination & Dependency Management Partner with Shared Services to ensure proper intake triage and escalation of HR cases Collaborate with Payroll Benefits Legal and Finance to ensure accurate and compliant execution of HR processes Act as a key point of contact for Worksite employees and Clients on complex HR matters requiring advanced support Ensure alignment between upstream inputs (HR data approvals) and downstream impacts (payroll benefits reporting) Drive resolution of cross-functional issues by enforcing accountability timelines and clear ownership across teams Vendor & Stakeholder Management Support relationships with regional vendors (e.g. benefits providers local partners) where applicable Monitor vendor performance against SLAs accuracy standards and compliance requirements Conduct performance reviews including issue tracking root cause analysis and corrective action plans Represent HR Service Delivery in client-facing discussions including escalations service reviews and issue resolution Communicate service performance risks and improvement initiatives to senior leadership and stakeholders Controls Documentation & Audit Readiness Ensure all HR processes are supported by current SOPs knowledge articles and control documentation Maintain audit-ready records for HR cases lifecycle actions and compliance activities Enforce data privacy and confidentiality requirements (e.g. GDPR where applicable) Ensure all decisions approvals and actions are traceable documented and aligned with governance standards Qualifications & Experience Required 7+ years of experience in HR operations or HR service delivery including multi-country scope in APAC Demonstrated experience leading HR service delivery teams and managing escalations Strong knowledge of regional employment laws and HR compliance requirements Proven experience managing case operations with defined KPIs and SLAs Experience operating in a matrixed cross-functional environment Bachelor's degree in Business Human Resources or related field (or equivalent experience) Fluency in English additional regional language(s) preferred Preferred Experience in shared services EOR or global HR operating models Familiarity with HRIS and case management platforms (e.g. ServiceNow Workday Zendesk Salesforce) Experience leading HR transformation automation or system implementations Professional certification (e.g. CIPD SHRM PHR/SPHR) This position description may not describe all duties responsibilities and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required. What We Offer The opportunity to work with a purpose — simplifying global expansion across borders and cultures A diverse and inclusive environment Country-specific benefits Flexible PTO Your birthday off and a day for you to volunteer and give back to the organization of your choice Generous Parental Leave Program Growth and development opportunities with access to a top learning content provider The opportunity to challenge yourself in a high-performing organization and leave each day knowing you have made an impact. Atlas Technology Solutions Inc. (Atlas HXM) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind Atlas HXM is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Atlas HXM are based on business needs job requirements and individual qualifications without regard to race color religion or belief national social or ethnic origin sex (including pregnancy) age physical mental or sensory disability HIV status sexual orientation gender identity and/or expression marital civil union or domestic partnership status past or present military service family medical history or genetic information family or parental status or any other status protected by the laws or regulations in the locations where we operate. Atlas HXM will not tolerate discrimination or harassment based on any of these characteristics. Atlas HXM encourages applicants of all ages. Atlas HXM will provide accommodation on request throughout the recruitment selection and assessment process for applicants with disabilities. Hiring decisions are based upon Atlas HXM's operating needs and applicant merit including but not limited to qualifications experience ability availability and location. This role will be subject to a background check under local law after an employment offer has been made. Employment may be subject to results. In addition references may be requested at the final stage of the process. Atlas HXM will only email candidates from an ""@atlashxm.com"" email address. Candidates should ignore communications purporting to be from Atlas HXM that originate from any other email address. Atlas HXM will never ask candidates or employees to purchase gift cards or otherwise make payments in connection with applying for a job with Atlas HXM."