HR Role Telco

We are seeking a HR transformation leader to reimagine the Hire-to-Retire lifecycle in a modern telco. Your mandate is to redesign HR service delivery, talent acquisition, onboarding, core HR, payroll/time, workforce management, learning, performance, and employee relations—creating a target operating model where humans and AI collaborate via human-in-the-loop controls and agentic automation (e.g., agentiAI). You will deliver step-change improvements in employee experience, speed, accuracy, compliance, and workforce productivity across diverse telco populations (field technicians, retail associates, contact center agents, network engineers, corporate staff, and contingent labor).

Key Responsibilities Process discovery and diagnostics

• Map end-to-end HR processes (Recruit-to-Hire, Onboarding, Core HR, Payroll/Time, Workforce Management, Talent/Performance, Learning, Case Management).

• Use process mining, journey mapping, and data analysis to identify bottlenecks, rework, and failure modes; quantify business impact (cycle time, error rates, SLA adherence, eNPS).

• Benchmark against top-quartile HR service delivery and define a prioritized transformation backlog with business cases.

Design and deliver the future-state operating model

• Define a human + AI target operating model across HR Shared Services, Centers of Expertise, and business HR; clarify roles, skills, SLAs, and control points.

• Establish human-in-the-loop governance for AI decisions (offers, policy exceptions, payroll adjustments, grievance handling) and model risk management.

• Build a service catalog and knowledge base; implement policy-as-code for approvals, thresholds, and compliance.

Employee experience and HR service delivery

• Stand up or enhance HR Shared Services and case management with tiered support, guided workflows, and self-service channels (portal, chat).

• Implement intelligent routing, knowledge retrieval, and first-contact resolution using AI agents; maintain full audit trails and escalation paths.

• Track and improve employee experience metrics (CSAT/eNPS, response time, resolution quality).

Talent acquisition and onboarding

• Reimagine requisition intake, JD creation, screening, interview scheduling, and offer process with agentic AI support and rigorous fairness controls.

• Accelerate background checks, credentialing, and equipment provisioning; deploy onboarding copilots to guide new hires through tasks, training, and policies.

• Tailor hiring flows for high-volume retail/contact center roles and safety-critical field technicians.

Payroll, time, and workforce management

• Modernize time capture, shift scheduling, overtime and differential pay, allowances, travel/subsistence, and roster optimization for unionized and non-union workforces.

• Implement intelligent exception triage (missed punches, out-of-tolerance hours), automated retro-calculations, and touchless payroll adjustments with human-in-the-loop approvals.

• Integrate workforce management with network rollout schedules, service windows, and retail staffing models to improve schedule adherence and service levels.

Core HR, talent, performance, and learning

• Standardize employee data management, organizational changes, and compensation processes with strong SoD and data privacy controls.

• Use AI to assist in goal setting, performance feedback quality checks, and development plan recommendations; embed unbiased language guidance.

• Automate compliance learning assignments (safety, regulatory), skills tracking, and personalized learning pathways for technical roles.

Contingent workforce and vendor labor

• Implement end-to-end processes for contractors, vendors, and field services: onboarding, access, training, time capture, and offboarding.

• Coordinate with VMS solutions (e.g., Fieldglass/Beeline) and enforce policy-as-code for rate cards, tenure limits, and approvals.

AI, automation, and agent-based solutions

• Deploy agentic AI (e.g., agentiAI or equivalent) for case resolution, policy Q&A, benefits navigation, interview scheduling, timesheet exception handling, roster optimization, and document generation—always with human-in-the-loop review for sensitive decisions.

• Use IDP/OCR to digitize HR documents; apply LLM copilots for knowledge retrieval, SOP drafting, and change communication.

• Establish data and model governance: PII protection, access controls, audit logging, performance monitoring, fairness/bias checks.

Data, analytics, and insights

• Build HR dashboards for cycle time, accuracy, SLA adherence, attrition/churn, absence, overtime, diversity metrics, and training compliance.

• Implement telemetry to continuously improve processes; quantify savings, error reduction, and experience gains.

Required Qualifications

• 8+ years in HR operations/HR transformation within complex, multi-entity environments; telco or large field/retail/contact center workforces preferred.

• Proven track record redesigning Hire-to-Retire processes and standing up HR Shared Services with measurable improvements (cycle time, accuracy, CSAT).

• Hands-on experience with HRIS and HR platforms (e.g., Workday, SAP SuccessFactors, Oracle HCM), payroll/time systems (e.g., ADP, SAP Payroll, UKG/Kronos), and case management (e.g., ServiceNow HRSD).

• Practical experience deploying automation and AI in HR with human-in-the-loop governance, model risk management, and fairness controls.

• Strong knowledge of labor law, working time regulations, union agreements, data privacy (GDPR/PII), and audit/SOX-relevant HR controls.

• Data-driven mindset; ability to design KPIs/dashboards and interpret process telemetry; Lean Six Sigma or similar methodologies.

Preferred Qualifications

• Experience with agentic AI platforms (e.g., agentiAI) and policy-as-code frameworks for HR approvals and compliance.

• Background in workforce management for field technicians and retail/contact centers, including roster optimization and safety/compliance training.

• Exposure to contingent workforce/VMS solutions (Fieldglass/Beeline) and identity/access management integrations.

• Certifications: SHRM-SCP/CP, CIPD, PMP/Agile, data/AI or people analytics credentials.

Core Competencies

• Reimagine the possible: Zero-based design thinking; challenges legacy norms and simplifies employee journeys.

• Outcome orientation: Links design decisions to measurable experience, productivity, and compliance gains.

• Risk-aware innovation: Balances speed and automation with privacy, fairness, and regulatory compliance.

• Collaboration and influence: Leads cross-functional squads and vendor partners; drives adoption and change.