EY - Service Delivery Manager - Recruitment Operations

PFB the jd for the requirement of Assistant Director- Recruitment Operations role to be based in Trivandrum.

Please note that we are looking for candidates with Recruitment Operations experience(Induction, On boarding, Interview Scheduling, Coordination, Offer Release) who are willing to relocate to Trivandrum

Candidates should have experience managing large teams

Job Summary:

Talent Shared Services is a core service function within the HR Services organization, providing multiple HR support services including Recruitment Support, Onboarding Support, Core HR, Learning Administration and Performance Management Support to EY member firms.

TSS provides services to country, region and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.

These services are delivered from our centers in Dalian, China; Kerala, India; Wroclaw, Poland and Manila, Philippines, Melbourne, Australia; Dallas, Texas, United States; Toronto, Canada; Birmingham, UK; The Hague, Netherlands.

The Service Delivery Manager - Recruitment Operations role will be responsible for the Recruitment Operations team in Trivandrum. A team of more than 70 Associates, Sr Associates & Supervisors provide support to GDS India area's for various recruitment backend operational activities.

The above job role is also responsible for managing the service delivery of Recruitment Operations at Trivandrum. This includes work allocation, service delivery, overseeing its operations in accordance with the established policies, process, procedures and Service Level Agreements, periodic reporting of performance whilst building positive and productive relationships with clients and stakeholders.

Essential Functions of the Job:

- Ensure delivery of the agreed services to the clients in various countries, regions and areas on a timely basis

- Manage, monitor and review the overall quality of service provided

- Ensure adherence to service level agreements and deliver high quality, cost effective and efficient services;

- Ensure smooth and timely transition of new work to TSS (in coordination with GDS transition and other Support functions)

- Develop, maintain up-to-date work instructions for all the processes. Work closely with the BPA team and ensure the updated process maps and work instruction are approved by Change Management Board

- Develop and maintain up-to-date training materials for all processes. Ensure the team is trained and retrained on all the processes

- Ensure performance is tracked on a daily basis and reported to TSS India Leader and other stakeholders periodically

- Develop and share accurate report to clients on weekly, monthly and quarterly basis. Have periodic connects with them

- Initiate, develop and maintain strong relationships with clients and establish regular communication protocols and contact points

- Coordinate and manage special projects as assigned by the GDS - ES Leadership and HR Services Leadership.

- Coordinate the delivery of TSS activities with other GDS service lines as appropriate, including participating in any GDS wide initiatives or projects.

- Interview and hire staff, liaising with the TSS India Leader where required.

- Manage, coach and develop all direct reports in line with EY Performance Management and Development Programs and related GDS initiatives. Ensure appropriate training and development plans are in place for the team in coordination with GDS learning team

- Proactively engage TSS employees, create an environment that motivates individuals and teams and recognizes exceptional performance.

- Proactively handle and manage any employee concerns and poor performance issues by working closely with the local GDS Talent Team.

- Prepare and review the annual budget for team in conjunction with overall GDS budget time lines and monitor actual financial results against agreed targets. Follow up with the clients on any pending AR

- Work collaboratively with larger TSS team in other centres & functions to develop and share best practices

- Think creatively and provide innovative suggestions that will improve service delivery. Prioritize and manage the implementation of multiple initiatives to improve productivity and efficiency.

- Challenge and provided alternative or solution to existing processes and implement them after following the required protocol.

- Act as an escalation point for all service delivery issues and ensure timely closure of all issues to the satisfaction of the customer.

- Continually review and maintain the TSS organization structure, ensuring resources are available and capable of meeting agreed business and customer requirements, including periods of peak demand and absence.

- Ensure resource requirements are planned in advance of any future service offerings or changes to service delivery.