- Metro Global Solution Center (MGSC) is internal solution partner for METRO, a - 30 Billion international wholesaler with operations in 30 countries through 632 stores & a team of 91,000 people globally.

- Metro operates in a further 10 countries with its Food Service Distribution (FSD) business and it is thus active in a total of 34 countries. MGSC, location wise is present in Pune (India), Dsseldorf (Germany) and Szczecin (Poland).

- We provide HR, Finance, IT & Business, Strategy, Branding operations support to 30 countries, speak 24+ languages and process over 18,000 transactions a day.

- We are setting tomorrow's standards for customer focus, digital solutions, and sustainable business models.

- For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin.

- This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion.

- We believe that we can add value, drive efficiency, and satisfy our customers.

- Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery.

- Manage and resolve complex employee inquiries received through multiple channels (e. , ServiceNow, HR Portal), ensuring timely and compliant resolution aligned with SLAs.

- Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards.

- Monitor and manage transaction volumes, team workload, and case resolution metrics, sharing regular performance updates during HRSS service delivery meetings with stakeholders.

- Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints.

- Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities.

- Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency.

- Prepare and present performance trend reports, highlighting key insights, service gaps, and recommendations for improvement to HR leadership.

- Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes.

- Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability.

- Act as the primary point of contact for HR stakeholders, building and maintaining strong relationships to ensure transparency and alignment on expectations.

- Proactively manage and resolve escalations, ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions.

- Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.