Assistant Manager - Continuous Improvement & Employee Experience, People Services

Role Overview

The Assistant Manager for People Services in Continuous Improvement and Experience plays a critical role as a senior individual contributor focused on enhancing employee interactions with People & Culture (P&C) services across Asia. This position actively leads process redesign, HR technology adoption, and way-of-working improvements to deliver seamless, customer-centric outcomes that are compliant, scalable, and operationally efficient. Success in this role is driven by influence and collaboration rather than managerial authority.

Key Responsibilities

• Analyze and map complete team member journeys within People Services such as hire-to-pay, lifecycle events, and payroll interactions to pinpoint issues and inefficiencies from both customer and operational perspectives.
• Design improved service experiences that balance employee expectations with organizational capabilities to offer simpler and more intuitive interactions.
• Lead and implement process improvement projects from initial problem identification through solution deployment, using practical continuous improvement techniques like Lean and root cause analysis.
• Champion simplification and standardization initiatives where beneficial, while respecting local regulations and market differences.
• Serve as a bridge between People Services, HR technology teams, and external vendors to translate and shape appropriate technological solutions including self-service, case management, and automation functionalities.
• Ensure proposed HR technology solutions prioritize usability, adoption, and operational feasibility rather than technical complexity.
• Collaborate closely with People Services leaders, market P&C teams, centers of excellence, and Group P&C colleagues to understand requirements and align on deliverables.
• Use structured problem-solving and persuasive communication to influence stakeholders and facilitate consensus through workshops and discussions.
• Develop clear workflows, role definitions, and hand-off procedures across People Services delivery teams to foster behavior change and sustain adoption of improvements.
• Provide pragmatic guidance tools such as playbooks to embed continuous improvement practices within teams.

Role Clarifications

• This position does not involve people management responsibilities.
• The role is not responsible for HR technology product ownership or system administration.
• It is focused on hands-on architecture of enhanced team member experiences, not PMO or governance functions.

Required Skills and Experience

• In-depth knowledge of HR Operations and People Services processes including payroll and employee lifecycle management.
• Established experience as a senior individual contributor driving cross-functional transformation or process improvement programs.
• Capability to operate effectively at the interface of processes, employee experience, and technology.
• Strong influencer with credibility among senior stakeholders and an ability to shape outcomes through effective communication.
• A customer-oriented approach balancing employee experience, regulatory compliance, and operational efficiency.

Preferred Qualifications

• Experience working in regional or multi-market HR environments.
• Familiarity with shared services or HR service delivery models.
• Knowledge of HR systems including self-service portals, case management, or automation technologies.

Success Indicators

• Lowered obstacles and effort for team members interacting with People Services.
• More transparent, simplified, and consistent service delivery experiences.
• Practical and sustainable adoption of improvements by delivery teams.
• High stakeholder confidence in the evolution and maturation of People Services.