This role is pivotal in driving the evolution of our HR shared services, focusing on innovation, efficiency, and exceptional service delivery. Join us in shaping the future of People Services and delivering a transformative employee experience.

• Site lead our largest PE team in our Hyderabad office, responsible for first point employee queries, high-volume transactions and data integrity of Workday.
• Look to scale the work the team does through developing and implementing programs for continuous professional development, reskilling and use of automation and AI. This includes identifying training needs, providing opportunities for skill enhancement, and fostering a culture of learning and development.
• Utilize data analytics to gain insights into service delivery performance and identify areas for improvement. Develop and maintain dashboards and reports to provide visibility into key metrics and trends. This includes overseeing SLA targets and managing system and process improvement and quality assurance programs; overseeing ticketing system upgrades.
• Develop and implement strategic plans for the shared services function, ensuring alignment with the overall business strategy. This includes setting clear objectives, defining key performance indicators, and monitoring progress towards goals.
• Engage with internal stakeholders, including HR partners and COE team leads to understand their needs and ensure the shared services function is meeting their expectations. Foster strong relationships and provide regular updates on performance and initiatives.
• Oversee the budget for the shared services function, ensuring efficient use of resources. Identify cost-saving opportunities and make recommendations for investment in new technologies or process improvements.
• Ensure that all processes and activities within the shared services function comply with relevant regulations and company policies. Identify and mitigate risks, and conduct regular audits to ensure adherence to standards.
• Report on service center performance by collecting, analyzing, and summarizing data and trends from internal measurements, feedback, as well as identifying areas of process and tool improvements.
• Assist the Head of People Operations with creating operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards and SLAs; contributing information and analysis to organizational strategic plans and reviews.
• Accomplish team performance by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Maintain professional and technical knowledge by tracking emerging trends in service center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
• Accomplish organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value and increase team capabilities.

Additional Responsibilities:

• Scale the team around our vision and grow the services and support we deliver, ensuring alignment with organizational goals and customer needs.
• Utilize automation and AI to develop the way we work, enhance the employee experience, and drive efficiency in service delivery.
• Foster a culture of continuous improvement and innovation, leveraging technology to streamline processes and improve service quality.

Required Skills:

• Understands and exhibits customer-first thinking and design.
• Excellent communication skills, both written and verbal.
• Experience with or training in process improvement methodologies.
• Proven ability to creatively solve problems.
• High attention to details and documentation.

Required Qualifications:

• Bachelors Degree in HR, Business, or Operations preferred.
• 10 years experience in managing a global HR services or operations team.
• 4-5 years of Workday operations, ServiceNow, Google – Word, Excel, PowerPoint.
• Extensive experience with operating HCMs (Workday preferred).
• Experience implementing and managing ticketing systems/software (ServiceNow, Salesforce, etc.)
• Experience preferred in implementing AI and Chatbots.