-Oversees Tier 1 support in the APJ & EMEA Region (previously led NAMER and APJ regional support teams)
-Responsible for leading the day-to-day HR Operations support through the various support channels:HR portal, emails, chats, and phone.
-Manages team performance, support strategy as well as KPIs and SLAs in relation to Productivity, Support Efficiency, and Customer Experience.
-Implements strategy, provides coaching to regional team leads, conducts skip-level discussions with
regional tea-----------mbers, and shares best practices/input to Regional Support Leaders.
-Responsible for team development, upskill programs, and supervision through coaching, stretch
assignments, performance feedback, and regular team discussions.
-Manages team staffing, workload distribution, and business continuity strategy.
-Participates in operational meetings and reviews that cover any of the following: operational plans,
strategy, team performance, staffing, and resource planning.
-Participates in global projects, collaborative efforts, and other organization initiatives.
-Ensures knowledge process articles are streamlined, efficient, and in line with statutory policies and
guidelines.
-Ensure knowledge articles and HR employee pages are maximized and effectively managed by SMEs
and process owners.
-Ensure KPIs and agreed SLAs are achieved through regular monitoring and proactive intervention
