Manage day to operations of the HR Service centre serving approximately 10,000 employees across India to provide consistent and efficient service to customers.
Interact with CoE process leads and Business Partners to resolve issue escalations, to enhance knowledge base, to develop and manage service level agreements and operational metrics used in determining operational excellence and to prioritize new services delivery.
Key Result Areas:
- Identify leading indicators, goals and metrics that support company and Human Resources strategies and priorities.
- Ensure process and plans are in place to monitor and meet goals and to streamline and improve processes and service delivery.
- Collaborate and manage relationships with HR Centers of Expertise and HR Business Partners to integrate requirements and feedback into the operations of the HRSC.
- Ensure all processes and procedures are documented, updated regularly and applied consistently
- Track and manage to HRSC service level agreements (SLAs) and operational metrics.
- Monitor customer service, productivity and quality and publish reports to HR Leadership team.
- Recommend and implement process and operational adjustments to enhance HRSC performance.
- Manage team (inhouse and well as extended team of vendors) to deliver within SLAs and timelines without compromising on quality of delivery.
- Postgraduation in HR
- Around 10 years of experience, which includes atleast 3 years in a shared service center, plus 5 years of human resources experience, including three (3) years of managing teams
- Working knowledge of Human Resources functions
- Working knowledge of shared service delivery model, methods, technology, tools, structure, purpose and operations
- Expertise in operations performance evaluation, problem analysis and problem-solving, process improvement
- High level of customer focus, accountability, sense of ownership and personal integrity.
- Skill in developing and managing to SLAs
- Skill in effective communication and presentation
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