Agentic People Service Lead, Employee Success Operations - APAC (Individual Contributor)

Job Category

Employee Success

About Salesforce

The Agentic People Experience & Automation Hub (APEX) is the regional engine of Salesforce’s Global People Services & Operations, delivering an end-to-end hire-to-retire employee experience. Operating under Salesforce’s "Customer Zero" model, APEX leverages cutting-edge technology and AI agents to automate routine inquiries, empowering our team to focus on high-impact, complex resolution and high-touch support.

As an Agentic People Service Lead, Employee Success Operations - APAC, you sit at the strategic intersection of Tier 2 (T2) operational execution—spanning Benefits, Leave of Absence, Time Tracking, and Employee Relations—and regional project management. Beyond core case management, you will lead critical regional initiatives, incident responses, and compliance communications, collaborating closely with Benefits, Legal, Employee Success Business Partners, Employee Relations, and DET. Based in Hyderabad (hybrid), you will support ANZ, ASEAN and India, with working-hours overlap across APAC time zones and occasional regional travel as needed.

This is an individual contributor role with no direct reports. You'll lead through influence, coaching peers, owning projects and acting as a delegate for the Manager.

The ideal candidate brings an AI-first mindset, exceptional organizational and communication skills, and an eagerness to lead in a fast-paced environment. You are a trusted partner capable of building cross-functional relationships at all levels, managing highly confidential HR matters with complete discretion, and driving continuous operational innovation across the region.

What You'll Actually Be Doing

• ES Business Operations
• Oversee daily case and inquiry handling for APAC region, covering queue health, SLAs, escalations and quality.
• Mentor and guide People Specialists on complex cases, share best practices and help maintain case quality, without formal line management
• Partner with the Manager to run team rhythms (huddles, workload allocation, coverage planning, handoffs) and act as delegate when the Manager is out of office.
• Identify trends in cases and recommend knowledge-article, process or tooling improvements.
• Act as the first point of escalation for complex T2 cases, make decisions within defined policy, and escalate high-risk or precedent-setting matters to the Manager.
• Provide regular coaching and feedback to People Specialists, and review case quality against SLA and CSAT targets.
• Use AI agents and automation to deflect routine inquiries, and feed case trends back into agent and knowledge improvements
• Project and program management (ES Business Operations)
• Plan and deliver ES initiatives end to end: scope, timelines, risks, stakeholder updates and post-launch reviews.
• Manage the APAC project pipeline and prioritization, and report status to ES leadership.
• Drive process standardization and operational readiness for new programs and policy changes.
• Act as the subject-matter reference for process and project questions within the team.
• Own delivery of assigned APAC initiatives against agreed milestones, and report progress, risks and outcomes to ES leadership
• ES compliance for ASEAN
• Support ASEAN ES compliance, including data privacy requirements, record-keeping and policy attestations, in line with local legal requirements
• Help maintain documentation, SOPs and controls so they meet local legal and company requirements.
• Run periodic quality and compliance checks, track remediation actions to closure, and work with Legal, Privacy and local HR/ER partners.
• Act as a key partner to the Global ES Compliance team, owning ASEAN inputs for audits and attestations through to closure

You're Our Person If You have…

• 8+ years in HR operations, shared services or People Operations, including leading projects or mentoring peers with/without formal authority
• Prior experience with Workday, Peopleforce, Google Workspace and any similar HRIS is highly desirable
• Working knowledge of APAC employment practices , HR generalist and business operations, and HR compliance
• AI-First and human/agent collaboration experience and mindset
• Proven project management skills
• Sound judgment in applying HR policy to varied situations across APAC
• Strong problem-solving skills with data analysis and reporting; scripting (Google Apps Script, Python) is a plus.
• Excellent communication skills
• Proven ability to influence and align stakeholders across regions
• Ability to work in a diverse work environment with ambiguity and multiple priorities
• Ability to handle confidential matters with discretion and manage multiple priorities independently

Even Better If...

• Experience with Salesforce Service Cloud and Slack, plus reporting or analytics tools.
• Working knowledge of ASEAN employment and data privacy regulations (e.g. PDPA)
• You hold Certification in project management (e.g. PMP, PRINCE2)
• You hold Certification in process improvement (e.g. Six Sigma, Lean, Kaizen)

How We'll Measure Success

• SLA and CSAT performance for APAC T2 cases.
• On-time delivery of regional projects.
• Timely closure of ASEAN compliance actions.
• Stakeholder feedback.