Job Description
Atlas HXM is a global Employer-of-Record provider that offers HR and compliance infrastructure to help companies expand internationally. The company provides services and technology that enable global talent management and deliver a human employee experience. Atlas supports companies with the complex operational work involved in international employment, allowing them to focus on business growth and strategy.
Atlas HXM operates as a direct Employer-of-Record provider across more than 160 countries, supporting global hiring, onboarding, payroll, compliance, benefits and workforce management. The company is headquartered in Chicago, United States and has a global workforce distributed across regions including the U.S., UK, India, Colombia, China and other locations. Atlas also focuses on employee wellness, diversity, charitable work, ethical corporate governance and broader Environmental, Social and Governance initiatives.
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 and Africa. The 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 and Clients, and is accountable for resolving issues before escalation to senior leadership. The role acts as the first line of escalation before Senior Manager involvement, ensuring matters are resolved with clear documentation, appropriate judgment and compliance validation.
The role provides direct leadership to Regional HR Service Delivery Specialists at Tier 2 level and ensures alignment with the global service delivery model, including SLAs, controls and service standards.
Regional HR Service Delivery Oversight and Execution Governance
Assist in overseeing end-to-end HR service delivery operations across assigned countries, ensuring adherence to SLAs, service catalog requirements and the 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 appropriate 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 requirements.
Escalation Ownership, Decision Authority and External Engagement
Act as the primary and first-line escalation point for complex, sensitive or high-risk HR matters.
Engage directly with Workers and Clients to investigate issues, provide guidance and communicate resolutions.
Conduct case reviews and risk assessments to determine 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 Senior 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 and Risk Management
Drive compliance with country-specific employment laws, statutory requirements and internal HR policies across the region. The role supports the MEA and APAC regions.
Validate that HR lifecycle activities such as hires, changes and 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 the provision of documentation and explanations of decisions.
Team Mentorship, Performance Management and Capability Building
Mentor a team of Employee Relationship Consultants, ensuring clarity of roles, responsibilities and expectations.
Allocate and manage workloads 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 where required.
Provide guidance on complex case handling, policy interpretation and compliance application.
Operational Excellence, Process Standardization and 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 operational and compliance 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 the employee and client experience.
Cross-Functional Coordination and Dependency Management
Partner with Shared Services to ensure appropriate intake, triage and escalation of HR cases.
Collaborate with Payroll, Benefits, Legal and Finance teams 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 such as HR data and approvals and downstream impacts such as payroll, benefits and reporting.
Drive resolution of cross-functional issues by enforcing accountability, timelines and clear ownership across teams.
Vendor and Stakeholder Management
Support relationships with regional vendors such as benefits providers and local partners where applicable.
Monitor vendor performance against SLAs, accuracy standards and compliance requirements.
Conduct performance reviews that include issue tracking, root cause analysis and corrective action plans.
Required Qualifications and Experience
The candidate should have 7+ years of experience in HR Operations or HR Service Delivery, including experience managing a multi-country scope within APAC.
Demonstrated experience leading HR service delivery teams and managing escalations is required.
Strong knowledge of regional employment laws and HR compliance requirements is essential.
The candidate should have proven experience managing case operations with defined KPIs and SLAs.
Experience working in a matrixed and cross-functional environment is required.
A Bachelor’s degree in Business, Human Resources or a related field, or equivalent experience, is required.
Fluency in English is required, while additional regional language skills are preferred.
Preferred experience includes shared services, Employer-of-Record operations or global HR operating models.
Familiarity with HRIS and case management platforms such as ServiceNow, Workday, Zendesk or Salesforce is preferred.
Experience leading HR transformation, automation or system implementation initiatives will be an advantage.
Professional certifications such as CIPD, SHRM or PHR/SPHR are preferred.
The position description may not describe all duties, responsibilities and skills associated with the position. It is intended to portray the major aspects of the job, and other duties or skills may be required.
Atlas HXM is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. The organization is committed to equal employment opportunity and provides a work environment free from discrimination and harassment. Hiring decisions are based on business needs, job requirements and individual qualifications.
Atlas HXM provides accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. Hiring decisions are based on operating needs and applicant merit, including qualifications, experience, ability, availability and location.
The role is subject to a background check under applicable local law after an employment offer has been made, and employment may be subject to the results. References may also be requested at the final stage.
Atlas HXM will only email candidates from an “@atlashxm.com” email address. Candidates should ignore communications claiming 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 make payments in connection with applying for a job.
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