Lead the end-to-end review of the current HR system and processes, identify gaps and define the future HR technology and operating model.
Work with the Payroll Lead to assess the payroll operating model, including the feasibility, benefits, risks and cost-effectiveness of retaining payroll in-house versus adopting a fully or partially outsourced model, and recommend the optimal approach.
Develop comprehensive business, functional and technical requirements specifications covering HR processes, payroll, workflows, integrations, user security, controls, reporting and user requirements.
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Define a customer lifecycle segmentation model (New — Growing — Mature — Declining — Churned — Reactivated), design operational SOPs and intervention actions for each stage, and continuously iterate
Own retention from first-order onward and ongoing churn prevention for existing customers
Build retention forecasting and early-warning models based on first-order structure, ordering behavior, and complaint/fulfillment signals, enabling proactive intervention before churn
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