Responsibilities Deliver consistent services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement. Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements. Manage escalation and take ownership for ultimate issue resolution. Ensure continuous and timely knowledge management platform update. Drive the execution of the Talent Management activities in scope and the learning agenda for L5- (staff & front line) roles in assigned markets. Manage the activation of local & Global R&R programs in assigned markets Manage the execution of staff assessment and development programmes (e.g. Functional Academies). Assess the quality of onboarding programmes, report areas of improvement and ensure periodic update of onboarding material. Roll out COC training in assigned markets and report target completion rates. Build Talent Management AOP for assigned markets and track and report expenditures vs. budget Continuously explore opportunities to expand CBS TM scope in existing/ new markets Qualifications 6-8 years of experience in HR and preferred to be in running operations TM & Learning operations experience HR Shared Services process and SLA management Service management and ticket management system experience Process management and continuous improvement with a focus on optimization and productivity Leadership skills Technical / Functional Skills & Knowledge of HR Tools and Interface Excellent English language skills