Lead the overall team activities in the HR Service Delivery operations, by providing guidance and supervision to the team members in achieving the monthly service level to clients and continuously seek opportunities for improvements to increase the efficiency level of the HR end to end operations.

Business

• Budget & Headcount Management: Manage Tower costs and headcount within budgeted limits, ensuring financial targets are met.
• Operational Reporting: Provide detailed insights and reports on HRSS operations, including performance metrics and trends.
• Process Improvement: Identify inefficiencies in HR processes and lead initiatives focused on automation, process improvement, and continuous improvement (CI).

Customer

• Performance Monitoring: Track service levels, KPIs, and metrics to uphold service quality.
• Compliance & Best Practices: Ensure all HRSS operations comply with relevant laws, regulations, and organizational policies, while staying current with HR best practices.
• Global Standardization: Drive the standardization of HR processes across all countries, ensuring consistency and efficiency.
• Issue Resolution: Oversee the management and resolution of end to end life cycle issues, ensuring smooth operations and minimal disruptions.
• Service Excellence: Ensure the highest quality of HR service delivery, maintaining superior service levels and customer satisfaction.
• Stakeholder Collaboration: Engage regularly with BG HR Heads and other key stakeholders to gather feedback and implement service improvements.
• Cross-Functional Partnership: Work closely with customers and the IT department to standardize systems and enhance service delivery.

People

• Team Leadership: Lead, mentor, and develop the HRSS team, fostering a culture of continuous learning and growth.
• Employee Support: Act as the main point of contact for escalated HR issues, providing expert guidance and support to the team and employees.
• Task Management: Allocate tasks effectively, set clear goals, and provide regular feedback and coaching to ensure team success.
• Knowledge Management: Develop and manage knowledge systems for internal and external use.

• Minimum of 10 years of working experience, preferably from a Shared Services environment.
• Experience in managing a mid to large sized team
• Has experience with continuous improvement projects