- Lead the team who manage Offer letter roll out / Onboarding and Background Verification for US and Canada employees.
- Manage and provide resolution of complex employee inquires through different channels such as ServiceNow tickets, or Via Contact management team.
- Management of efficient and timely administrative support for all HR, & Recruitment activities, ensuring SLAs are adhered to.
- Lead a regionally focused transactions delivery team of less than 10 individuals - coaching and mentoring the team.
- Monitor, manage transaction and report on case volume, workload, customer service on all service delivery activity through the HRSS Service delivery meetings with stakeholders.
- Manage coordination efforts with key departments within/outside of the HR function.
- Responsible for maintenance and adherence of departmental Standard Operating Procedures (SOPs) and Process Maps.
- Develop and monitor performance of team against KPIs and SLAs in agreement with HR and business leaders to improve administrative practices, HR service levels and business performance.
- Presenting trend on regular agreed reporting on performance.
- Administer quality checks and audits to verify data accuracy.
- Provide ongoing support and feedback to the team.
- Serve as a primary point of contact for all HR Stakeholders, building relationships to ensure effective communications.
- Ensure all escalations are promptly resolved to meet compliance requirements, monitored, and regular trend analyzed to ensure continuous improvement.
- Work on larger HR projects as required.
- Develop and maintain consistent ways of working and processes.
Key skills and experience
- Bachelors and/or master s degree in business administration, Human resources, or related discipline (preferred.)
- Considerable experience in a HR Shared Services or HR Operations function.
- Proficiency in data entry and maintenance in HR systems (ServiceNow & Workday).
- Experience of reviewing and improving processes and developing, implementing, and monitoring performance against SLAs within the People s Hub.
- Experience, preferably in a HR Shared Services function supporting North America Region
- Preference will be given to candidates with experience and knowledge on Workday and Service Now Applications.
- Ability to handle confidential HR information and execute complex requests.
- Excellent communication skills with the ability to articulate at all levels.
- Experience in performing quality review of completed personnel and organizational data change actions.
- Strong experience of enabling tools including in depth knowledge of Microsoft products. Skilled in analysis and reports.
- Adaptability to new technologies and regional complexities.
- Exceptional customer service and collaboration skills.
- High degree of influencing skills across peer group and more senior levels.
- Experience in Transitioning projects from Onsite to Offshore.
- Excellent organizational skills, process oriented and a strong attention to detail.
- High energy, ability to work independently and work effectively within a team.
- Should be willing to work in shifts (3pm to 12 30 Am).
- Graduate or Postgraduate with minimum 10 years of experience in HR shared services or similar environment.
- Working with teams that managed job data changes, Audits / Quality, and reports. Ability to understand Workday reports and SNOW report to effectively build story boards, learn the process health and ability to lead corrections if required.
The Individual
- Self-starter, motivated with strong delivery focus; leads by example.
- Demonstrate the ability to drive continuous improvement working collaboratively with the wider HR community across different regions.
- A high expectation of performance for themselves and other members of the team.
- Excellent interpersonal, organizational and communication skills both in writing/verbally
- Confidentiality - ability to handle sensitive data in line with data protection regulations.
- Flexible attitude to work.
- International HR Shared Service experience desirable.
Key Measures
- SLA/KPI delivery targets - immediate and long term to be defined.
- Delivery of professional and cost-effective service.
Additional Information - HR Behaviours
- Drive to deliver .Demonstrates a consistent and strong bias to action, taking accountability for delivery of results both personally and/or with others. Actively plans, priorities and monitors performance, holding others accountable for delivery.
- Decisive thinker Demonstrates the ability to analyze and understand data and information quickly. Can use information, insights and knowledge in a structured way using judgement wisely to identify options and make robust and defendable decisions.
- Role model Consistently leads by example. Acts with integrity, impartiality, and independence, applying sound personal judgement in all interactions.
- Personally credible Builds a track record of reliable and valued delivery using relevant technical expertise and experience and does so with integrity and in an objective manner.
- Collaborative Works effectively and inclusively with colleagues, clients, stakeholders, customers, teams, and individuals both within and outside of the organization.
- Skilled influencer Demonstrates the ability to influence across a complex environment, to gain the necessary commitment, consensus, and support from a wide range of diverse stakeholders in pursuit of organization benefit.
- Curious Shows an active interest in the internal and external environment and in the continuous development and improvement of self and others at both organization and individual levels. Is open-minded with a bias and willingness to learn and enquire.
- Courage to challenge Shows courage and confidence to speak up, challenge others even when confronted with resistance or unfamiliar circumstances.
