About the role
- Lead day-to-day talent attraction and technology support across assigned GCN teams, ensuring work is delivered accurately, consistently, and in alignment with defined service standards.
- Provide leadership oversight for sourcing, candidate engagement, and TA Ops & Tech Support teams, ensuring priorities, handoffs, and escalation paths are clear.
- Monitor operational health across TA processes, identify recurring issues, and drive timely resolution in partnership with recruiting, HR, technology, and shared services stakeholders.
- Establish service routines, performance expectations, issue management practices, and governance mechanisms that support consistent delivery across multiple TA workstreams.
- Own recurring talent attraction reporting routines, including service metrics, productivity, quality, aging, SLA performance, workload, and operational risk indicators.
- Ensure leaders have timely, accurate reporting and insights to support business demand.
- Partner with analysts and system teams to improve dashboard quality, report definitions, data validation practices, and reporting documentation.
- Strengthen data discipline across teams by reinforcing accurate system usage, consistent tracker maintenance, and documented reporting standards.
- Provide leadership oversight for TA systems support activities, including user support, issue triage, enhancement intake, testing support, and operational readiness for process or system changes.
- Oversee access control processes for assigned TA systems, including request intake, approvals, documentation, periodic review, and compliance with role-based access standards.
- Ensure standard operating procedures, job aids, workflow documentation, and process controls are current, accurate, and adopted by team members.
- Partner with US TA Technology & Operations and internal technology teams to support releases, workflow updates, automation opportunities, and adoption of new tools or reporting capabilities.
- Drive process governance by identifying variation, clarifying ownership, documenting handoffs, and reducing manual or duplicative work.
- Lead, coach, and develop managers and team leads across sourcing, candidate engagement, and technology support functions.
- Build a high-accountability culture focused on quality, responsiveness, confidentiality, documentation discipline, and continuous improvement.
- Serve as a senior escalation point for operational issues, service risks, stakeholder concerns, and cross-functional dependencies.
- Partner with US-based and in-country stakeholders to align priorities, clarify expectations, and communicate progress, risks, and decisions across time zones.
- Identify opportunities to standardize, automate, and improve TA processes while maintaining compliance with internal policies and data privacy expectations.
- Bachelor's degree in Human Resources, Business Administration, Operations, Information Systems, Analytics, or a related field; equivalent experience may be considered.
- 12+ years of experience in talent acquisition operations, HR shared services, recruiting operations, HR technology, business operations, or a related operational environment.
- Demonstrated experience leading managers, team leads, or large operational teams in a matrixed, service-oriented environment.
- Experience managing reporting routines, operational metrics, process documentation, system support, access control, and service delivery governance.
- Experience partnering with senior stakeholders across geographies, functions, and time zones to manage priorities, escalations, and operational change.
- Strong leadership capability with experience managing leaders, building team structure, setting expectations, and driving accountability across multiple workstreams.
- Deep understanding of TA technology, recruiting workflows, operational controls, data quality, service delivery, and stakeholder support in a high-volume environment.
- Strong reporting and analytical orientation, with the ability to interpret operational data, identify trends, and convert insights into clear decisions and actions.
- Experience supporting or overseeing HR or TA systems, user access processes, issue triage, system change support, and process adoption.
- Strong process documentation and governance skills, including SOP creation, workflow mapping, job aids, controls, and continuous improvement routines.
- Excellent written and verbal communication skills, including the ability to communicate status, risks, recommendations, and decisions to senior stakeholders.
- Ability to operate effectively in a global, matrixed, cross-time-zone environment with a high degree of confidentiality and judgment.
- Experience in a global capability center, shared services, healthcare, or highly regulated environment.
- Experience with ATS, CRM, HRIS, case management, workflow, reporting, or dashboarding tools.
- Exposure to Lean, Six Sigma, Agile, or other structured process improvement methodologies.
- Experience supporting recruiting transformation, technology implementation, automation, operating model changes, or large-scale process standardization.
- Familiarity with talent acquisition compliance, audit readiness, data privacy, and role-based access control practices.
- Demonstrates executive presence, sound judgment, and the ability to balance service delivery, compliance, stakeholder expectations, and team capacity.
- Uses data to diagnose issues, prioritize action, and communicate performance clearly to operational and senior leadership audiences.
- Builds trust with US and in-country partners through responsiveness, transparency, follow-through, and practical problem solving.
- Creates structure in ambiguous environments by clarifying ownership, documenting processes, and driving consistent operating routines.
- Maintains high standards for confidentiality, data integrity, access discipline, and ethical handling of candidate, employee, and business information.
- Develops leaders and teams through coaching, feedback, clear expectations, and a focus on continuous improvement.