Director, HR Service Delivery & Ops

Job Description: McDonalds has an exciting opportunity for a Director, HR Service delivery and Operations based in our India Global Business Services (GBS) Office. You will be responsible for delivering an elevated employee experience through the management and ongoing optimization of third-party services across the end-to-end employee lifecycle. You will manage vendors, identify additional opportunities, and triage escalations to ensure our employees are successful every day.This role collaborates with stakeholders to optimize processes, implement automation and self-service solutions, and enhance the overall employee experience while maintaining alignment with strategic organizational priorities. The candidate is expected to reside within India. Responsibilities: In addition to following McDonalds policies and procedures, principal accountabilities include, but are not limited to: Experience in Large Global Organizations : Proven track record of working in large, complex global organizations with a matrixed reporting structure. End-to-End Critical Thinking : Demonstrated ability to think critically and strategically, navigating Global Business Services or Global Capability Center operating models. Solutions Delivery and Service Excellence : Ability to manage a team and deliver results for a defined catalog of services. Data Savvy : Leverages data aptitude to lead with data and curate insights that demonstrate performance and inform decisions. Process Understanding : Comprehensive understanding of end-to-end processes within their specialized function, serving as a Global Process Lead. Technology and Change Management Interface : Ability to interface effectively with technology teams and change management teams to enable continuous improvement aligned with global governance and change control routines. Operational Management & Service Delivery: Manage and monitor service level agreements (SLAs), ensuring timely resolution of HR service requests and inquiries Track key performance indicators (KPIs) to identify areas for improvement and drive continuous enhancement of HR service delivery Ensure performance of Scaled Services Contact Center employees, participating in monthly quality control sessions to maintain service excellence Lead operational governance for all services in scope. Coordinate with Market leaders (i.e. Local Experience Teams), Global COEs, and external vendors to ensure effectiveness and efficiency of governance processes have a positive impact on overall Employee Experience. Process Optimization & Technology Integration: Collaborate with stakeholders to identify opportunities for process optimization, automation, and self-service solutions to streamline HR service delivery Leverage data and analytics to evaluate the effectiveness of operational workflows and recommend enhancements Partner with IT and other cross-functional teams to ensure seamless integration of new technologies and tools into existing systems Team Leadership & Engagement: Oversee the Restaurant Digital Engagement team, ensuring alignment with organizational goals and strategies Provide guidance, mentorship, and performance feedback to team members, fostering a culture of continuous learning and improvement Vendor & Stakeholder Management: Manage service vendors and facilitate discussions on technical requirements for provided solutions, ensuring alignment with organizational needs Build strong relationships with internal and external stakeholders to ensure effective communication and collaboration in service delivery Qualifications Basic Qualifications: Degree in Human Resources, Business Administration, Operations Management, or a related field Someone who has managed Shared Services, Contact center- Mandatory exp of leading Experience in Service Now is required. Salesforce ticketing case routing HR contact Center / HR OPs Leader who has manager Shared service functions Target orgs: Accenture, Wipro, PepsiCo I9 verification, back office, Employee Eng, Service now portal design, HR ops, service delivery, Calls/Chats - ppl who manage these for HR queries As: pay slip, reorg, CC upload, Experience in global HR operations, service delivery, or a related field in a Fortune 500 multinational organization Experience in managing large scale outsourcing relationships Proven track record of managing SLAs, KPIs, and operational performance in a high-volume service delivery environment Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams, global geographies, and levels Proven track record of managing and mentoring global teams across multiple regions Expert in driving cross-functional initiatives, ensuring organizational objectives are met seamlessly Demonstrated ability to operate as a people manager, leading diverse, complex teams, fostering a culture of innovation and collaboration across global markets. Preferred Qualifications Experience leading digital engagement or customer service teams in a large, matrixed organization Familiarity with HR technology platforms (Oracle HCM, SuccessFactors, WorkDay Any one is mandatory), self-service tools, and automation solutions Knowledge of process improvement methodologies, such as Lean or Six Sigma

Location: hyderabad, IN

Posted Date: 5/10/2025