Human Resources Director, Shared Services - ASPAC Hubs
Description
Job Summary
The Human Resources Director, Shared Services – ASPAC Hubs is responsible for designing, establishing, and leading Hyatt's HR Shared Services function across the Asia Pacific hub offices, including Hong Kong, Singapore, Tokyo, Beijing, Shanghai, and Gurgoan (India). The role serves as a People Operations leader, building a scalable, efficient, and colleague-centric service delivery model that supports business growth while enhancing the employee experience throughout the colleague lifecycle.
As a key member of the ASPAC Human Resources leadership team, this position will lead the initial setup of the regional HR Shared Services organization with SVP HR ASPAC and Global SVP HR, Shared Services, including development of service delivery frameworks based on the HR Evolution (Oracle implementation), governance, processes, service level standards, and operational capabilities. The role will centralize and standardize HR administration and people operations activities across hub offices while ensuring compliance with local labor regulations and company policies.
Working closely with HR Business Partners, Centers of Excellence, Finance, Legal, and business leaders and colleagues, the HRD Shared Services will oversee HR operations, employee data management, onboarding and offboarding, payroll and benefits coordination, mobility administration, compliance support, reporting, and employee service delivery (eg\: employee letters, etc.). The role will also drive continuous improvement through process simplification, digital solutions, automation, and AI-enabled tools to improve efficiency, consistency, data quality, and colleague satisfaction.
The successful candidate will play a critical role in shaping the future ASPAC HR operating model by creating a high-performing shared services organization that delivers operational excellence, enables business agility, and allows HR Business Partners and Centers of Excellence to focus on strategic talent and organizational priorities. In summary, this role is accountable for establishing and leading the HR Shared Services capability across Hyatt's ASPAC hubs, creating a consistent, efficient, technology-enabled, and service-oriented HR operation that supports colleagues and leaders across the region.
Position Responsibilities
Design and implement the service delivery model across the six hub locations, including scope, service catalogue, governance, operating procedures, organization design, transition roadmap, service levels and escalation channels, in alignment with ASPAC and Global HR leadership.
Ensure consistent and timely execution of pre-onboarding, onboarding, employee documentation, employment changes, transfers, promotions and offboarding, including employee letters, records, system access coordination and a positive colleague experience at each touchpoint.
Manage payroll inputs and processing governance, benefits enrollment and administration, approved compensation changes and colleague inquiries; partner with Total Rewards, Finance and vendors to ensure accuracy, timeliness and effective issue resolution.
Oversee mobility administration across the hubs, including relocation, tax, visa and work permit coordination, vendor management and employee support, applying approved policies and escalating exceptions to the appropriate Center of Excellence.
Establish a clear point of contact for HR and policy inquiries; provide Level 1 guidance, maintain case documentation and service records, issue standard employment letters, and escalate complex employee relations, policy or compliance matters to HR Business Partners or Centers of Excellence.
(Level 0 – Oracle self-service / Level 1 – People Ops/SSC / Level 2 – HRBP / Level 4 – COE)
Maintain accurate and secure employee data and records; establish standard reporting and dashboards; monitor compliance with company policies and local requirements; support audits; and serve as guardian of approved HR processes, documentation and controls.
Define and monitor service levels, quality measures, cycle times and colleague feedback; analyze root causes; simplify and standardize processes; remove duplication; and improve efficiency through technology/AI, consistency and the overall employee experience across hub locations.
Develop the capability, accountability and collaboration of hub HR Shared Services colleagues and third-party providers (logistics, shipment, rental, etc.); clarify roles across Shared Services, HR Business Partners and Centers of Excellence; manage vendor performance; and foster a culture of care, operational excellence and continuous learning.
Serve as a role model for Hyatt's Culture of Care by ensuring every HR interaction reflects empathy, responsiveness, respect and inclusion. Design and continuously enhance employee-facing HR services that create positive colleague experiences throughout the employee lifecycle. Partner with HR Business Partners and leaders to promote colleague engagement, wellbeing, service excellence and a workplace where colleagues feel cared for, supported and empowered to succeed.