Head - HR Shared Services

Job Purpose:

The Service Delivery Manager's primary role is to manage the day-to-day operations of the Benefits teams (Retirals, Medical, LTA, Insurance, Loans, advances, Car expenses etc) to continuously improve the customer and HR partner experience. The role reports to the India Service Delivery Head based in India.

Key Responsibilities:

- Accountable for coordinating and managing the entire Benefits management function while meeting all accuracy, timeliness, satisfaction and NPS metrics.

- Responsible for ensuring appropriate controls are in place and all processes are maintained in an audit ready state at all times, to meet compliance and corporate governance standards.

- Accountable for setting performance expectations with team members, regularly reinforcing goals and providing coaching and feedback on their performance in one on ones.

- Provides appropriate recognition and rewards to team members throughout the year.

- Multi-skill team members to eliminate single person dependencies to ensure there is sufficient back-up support for critical functions provided by the team.

- Escalates issues to Service Delivery Manager and resolves issues to closure using the global incident reporting process while ensuring all stakeholders are kept regularly informed of progress to closure.

- Accountable for the relationship with Benefits Management vendors, holding regular meetings to resolve issues in a timely manner.

- Ensures compliance with regulatory reporting and submission of reports and payments. Conducts own internal audit on own areas ensuring HRSS information is secured at all times.

- Updates policies and procedures (knowledge library) for Benefits management administration and processing, ensuring all processes are clearly documented in a timely manner.

- Simplify and involve team members in re-engineering of processes to streamline, automate and/or outsource processes to increase efficiency, reduce complexity and eliminate unnecessary cost. Contribute to a culture of continuous improvement within HRSS to support India Service Delivery achieve productivity goals.

- Accountable for regularly monitoring customer and HR partner satisfaction/NPS feedback and Business Performance Metrics to identify pain points and implement solutions and actions with the team to continuously improve the customer and HR partner experience.

- Escalates all increases in one time Benefits vendor expenses to the Service Delivery Manager for review and approval.

- Learns the capabilities of each HR application as well as local HR policies in order to support customers- inquiries.

- Performs other related functions that may be assigned from time to time, or as deemed necessary by the business.

- Manages the people/team and supports the team with all BAU activities. Conducts periodic feedback and assessment sessions