Head - HR Shared Services Operations - BPO

Head- HR Shared Services Operations

The Hire To Retire Function Head is responsible for the overall performance and direction of the Hire to Retire function within the BSC (Business Shared Services Center).

The H2R Head leads a team of HR professionals to ensure that overall delivery of services to AMH Group Operating companies (US & UK based) meets or exceeds agreed KPIs and SLAs defined between Operating Companies and BSC, delivery high quality of service and is within a strong internal control framework.

As a member of the Leadership Team, the Hire to Retire Head plays a critical role in building the capability and standards of the BSC and will support the development and sustainability of the India center by ensuring service delivery excellence

This position reports to AMH BSC India CEO

Accountabilities Major Activities :

Tower Leadership :

- Set and manage Hire to retire tower performance and strategic direction, while ensuring smooth delivery of day-to-day operations (e.g. Recruitment, Onboarding, Employee lifecycle, L&D, Payroll and Benefits administration etc.)

- Leading a team of H2R professionals to ensure that overall delivery of services is within agreed KPIs and SLAs. Ensure high quality service and drive transformation within HTR

People Management :

- Carry out people management responsibilities in accordance with the organization's policies and applicable laws, including :

- Plan, assign and direct work.

- Appraise performance; provide feedback and coaching, and reward and discipline employees.

- Provide opportunities for learning and self-development, and facilitate the development of technical competencies.

- Continuously strive to build a culture of high-performance.

- Facilitate effective teamwork and builds collaborative relationships internally and externally

Service Excellence :

- Ensure that overall delivery of services to AMH Group Operating companies (Opco) meets or exceeds agreed KPIs and SLAs defined between Operating Companies and GBSSC and is within a strong internal control framework.

- Provide the environment for the HTR team to achieve and sustain best practices in effectiveness, quality delivery and efficiency which covers end to end HTR delivery

Partner with the business team to :

- Develop and track Service Level Agreements (SLA) to ensure service delivery excellence.

- Drive process ownership in line with agreed target operating model

- Provide input to service reporting.

- Facilitate service transition when required.

- Analyze issues that are highlighted by the OpCo managers and resolve them in a timely manner.

- Ensure that all engagements with the customer are aligned, understood and that Customer needs are being documented and prioritized for action

- Ensure that Internal Customer and Supplier issues are dealt with in accordance with the escalation process and push back where this is not the case

- Act as a point of escalation within the H2R process for critical/complex service issues

- Innovation and Continuous Improvement

- Create a mindset of innovation aimed at constantly challenging the norm to drive business value

- Responsible for ensuring a disciplined approach to operational excellence/performance management is in place and evolves over time

- Driving ongoing continuous improvement within HTR to improve profitability and reduce operations costs

3. SKILLS AND KNOWLEDGE :

(State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent).

Skills & Desired Experience :

- Expertise in Hire to Retire including best practices, technologies, processes, procedures and tools. Deep understanding of HR function from a service delivery point of view is required.

- Ability to thinks strategically; taking a balanced short and long-term view when solving problems; ability to utilize information from a wide variety of sources.

- Experience of supervising managers of multifunctional or global teams in the past and ideally worked in an operations environment to deliver high quality outcomes and results.

- Result oriented, with high level of motivation for self-growth, along with the drive for growing team members and overall organization.