VP - HR Service Management & Continuous Improvement Offshore Lead - BFS

Role Purpose :

Vice President - HR Service Management & Continuous Improvement Offshore Lead has the following key areas of accountability, within the Human Resources function :

- Overall leadership and accountability for the Offshore Hyderabad based Service Management Team including all aspects of workload daily management, career management, and direction

- Accountability for the delivery of Risk, Reporting and Financial Management core activities

- Acting as a continuous improvement champion, identifying ways of enhancing the effectiveness of core service provision (for example, demand planning, capacity management)

- Championing the Global Service Centre model and actively exploring ways to sell and expand the GSC scope of service

- Ensuring consistent and predictable quality outcomes in terms of committed deliverables, ensuring clear and documented policies and procedures for all work executed by the Service Management team

- Drive automation opportunities, identifying and assessing opportunities to scale and leverage automation technology

- Design and deploy MI and measurement solutions, acting as a consultant

- Identify ways of measuring outcomes across the end to end customer experience (crossing over different services)

Key Activities :

- Establish and operate an offshore service management capability to service cross HR teams at the country, region, and global levels

- Drive effective reporting and insight to ensure HR teams are adequately informed on the quality of HR services and take concerted action to ensure continuous improvement

- Proactively drive service continuous improvement to enhance the quality of service delivery

- Meet regularly with offshore service delivery teams to report on HR's performance, listen to feedback and identify future demand/changing requirements

- Identify areas for improvement and work with customers and teams on solutions

- Drive a coaching and performance mindset in the Service Management offshore team, fostering collaboration and growth

- Effective team management, foster a proactive team mindset with a focus on actively managing and closing open items, proactively engaging stakeholders where barriers exist to closure

- Gather and analyze service performance key indicators and develop effective insights for action

Education & Skills required:

- Post qualification experience of 15 years and beyond

- Masters degree in Human Resources preferred

- Experience of operating in a rigorous service environment including exposure to Service Level Agreements and volume management

- Extensive operational service delivery experience in a Shared Service or Outsourced BPO environment - catering to HR function is essential

- Tenured people manager with the ability to guide, coach and inspire

- Deep understanding of operational risk and experience in identifying & implementing controls to mitigate such risks

- Strong attention to detail and document creation skills in Excel, PowerPoint, and Visio