Service Delivery Lead - HR Shared Services - BPO

Lead a team of 35 members in HR Operations, Talent Acquisition and L & D to improve customer experience, increase productivity and maintain service levels. This is a managerial position that is fully accountable for the results of the Shared service operations. The Service Delivery Lead would be leading and influencing the delivery of HR Shared Services operational activities and would have to maintain a strong knowledge of HR operational best practices.

ROLES AND RESPONSIBILITIES

- Responsible for high standards of service delivery, compliance for entire employee life cycle processes - Hire to Retire.

- Accountable for the consistent delivery of HR operations across the shared service model. Responsible for HR operational strategies, financial management and budgets.

- Responsible for identifying and effecting continuous improvement and service delivery excellence opportunities throughout the operations functions by identifying and adopting best practices.

- Provides leadership, direction, coaching, feedback, to team members.

- Constantly evaluates the HR proposition and the service to group companies with a view to improving delivery through innovation and the implementation of industry best practice

- Seeks opportunities to increase the volume of transactions managed, and the scope of services provided by the HR Service Center.

- Identifies trends and process gaps, drive a culture of - Do it right first time-, manage issues and process complexities through partnership with various stakeholders and SME

- Drives focus area around client orientation and customer satisfaction.

Education:

Graduation in any discipline.

Experience:

At least 7-10 years of experience in a management position as part of a shared service.