Responsible for: Manage a team of HR Helpdesk Professional and Employee Data Management, ER, Benefits associates. The incumbent should be able to demonstrate strong leadership and teamworking skills with excellent communication and stakeholder management attributes.

Role brief

The role will require maintaining strong customer relationships and transforming the HR services to the next level. The service delivery manager will be required to manage day to day operations delivery and perform tasks such as team management, resolving process issues, create a culture of process standardization and process improvement within the teams, track and report SSC performance. The person should also be well versed with working in a matrix hierarchy/organization setup

Core Responsibilities

· Manage a team of Tier 1 Helpdesk and Employee Data Management employee – Voice and Email/Chat HR Helpdesk, ER related actions , Employee data Changes, Transfers, Exits and Absences

· Lead and Deliver day to day operations – SLA/KPI management, Metrics management, BOI’s etc

· Creating and maintaining SOP’s & process documentation

· Implementation of HR initiatives to support business through a team of HRSS Advisors and SME’s with an aim to improve employee experience and overall engagement

· Lead and support the HR transformation projects within SSC – Process standardization, automation with a goal of consolidating service offerings and best in class employee experience

· Stakeholder Management (Internal/External) – Setup a governance framework and lead discussions with key stakeholders

· Setup quality framework and governance mechanism to maintain accuracy of data input

· Transition Management – Effectively support transition of work within SSC with minimal challenges

• Manage escalations from business and implement measures/controls in place to mitigate impact on delivery operations
• Mentor the team, provide training and conduct performance evaluation.
• Monitor team performance and develop reports / dashboard for customer and management.
• Review customer feedback and create an improvement mechanism for seamless operations

Knowledge, Skills and Abilities

• Experience with at least one ERP/HCM systems such as SAP SuccessFactors, Workday, Oracle, Peoplesoft etc

• Experience with at least one CRM tool – ServiceNow, Zendesk, EEP, EIC etc

• Proven track record of implementing / supporting key transformations within the HRSS domain

• Excellent communication skills, proven track record of building strong relationships with stakeholders

• Strong analytical and problem-solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis.

• Ability to work within tight timelines, work cross functionally with various teams and multi-task.

• Proficiency in MS Excel and MIS (HR analytics is desirable)

Must demonstrate the following competencies:

• Passion for customer service delivery and result oriented

• Ability to recruit, integrate, inspire, engage, and motivate a team

• Ability to empathize and work under pressure

• Attention to detail – proactive identification of failure points/ risks and develop action/ mitigation plans

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Education and work experience requirements

• Graduation as a minimum (MBA/PGDBM in HR preferable)
• 5+ years of experience in HR Helpdesk and HRSS domain with at least 2 years in a team management role

· Good knowledge of HR Helpdesk Operations, HR Employee Lifecycle and compliances

· Flexible to work in night shifts (US)