Service Delivery Leader - HR Shared Services

Service Delivery Leader - HR Shared Services

We seek an adept Service Delivery Leader to ensure the impeccable delivery of HR Shared Services across multiple clients. This pivotal role entails overseeing operational quality, managing profit and loss (P&L) of the vertical, and serving as the primary client contact for service-related matters, all while prioritizing client satisfaction. You'll navigate a hierarchical structure encompassing Assistant Managers and Managers, while also serving as the point of escalation for clients.

Role Requirements:

- Proficiency in managing hierarchical structures involving Assistant Managers and Managers within HR Shared Services or related fields.

- Intermediate understanding of client administrative environments, processing flows, procedures, and compliance requirements.

- Advanced grasp of organizational procedures and compliance standards.

- Intermediate knowledge of regulatory and legislative requirements, particularly in HR-related areas.

- Foundational understanding of system capabilities and application platforms utilized in HR Shared Services.

- Intermediate understanding of transition methodology for seamless integration of new clients into the shared services model.

- Collaborate with support functions like Hiring, Finance, and HR Business Partners to execute critical processes such as Executive Integration Program and Client-Specific Background Checks smoothly.

- Engage with Global HRSS & Technology Teams to enhance systems and tools, aiming for streamlined processes.

- Partner with other members of the People Success (HR) team to innovate policies, procedures, and practices surrounding people processes.

- Contribute to the design of integration and lifecycle process frameworks, including drafting and reviewing Standard Operating Procedures (SLAs) for key processes.

- Ensure all HRSS activities adhere to SLAs and timelines outlined in SOPs.

- Monitor HR query responses to ensure compliance with SLAs.

- Investigate incidents and take appropriate actions.

Critical to Quality (CTQs):

- Minimum of 12 years of relevant experience in HR Shared Services or related fields.

- Should have managed atleast team of 20+ members

- Proven success in managing service delivery operations, including P&L responsibility.

- Strong leadership skills with a talent for motivating teams to achieve performance targets.

- Exceptional communication and interpersonal abilities, vital for nurturing client relationships.

- Strategic mindset with a knack for driving continuous improvement initiatives and implementing best practices in service delivery.