- Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery.
- Manage and resolve complex employee inquiries received through multiple channels (e.g., ServiceNow, HR Portal), ensuring timely and compliant resolution aligned with SLAs.
- Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards.
- Monitor and manage transaction volumes, team workload, and case resolution metrics, sharing regular performance updates during HRSS service delivery meetings with stakeholders.
- Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints.
- Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities.
- Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency.
- Prepare and present performance trend reports, highlighting key insights, service gaps, and recommendations for improvement to HR leadership.
- Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes.
- Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability.
- Act as the primary point of contact for HR stakeholders, building and maintaining strong relationships to ensure transparency and alignment on expectations.
- Proactively manage and resolve escalations, ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions.
- Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.
- Drive consistency in ways of working, ensuring standardized processes are implemented and continuously improved across the HRSS team.
Here are the desired Skills and Experience…
- Experience, preferably in a HR Shared Services function supporting European Union
- Should have at least 4 years of experience leading/managing a team of at least 7-10 employees
- Considerable experience in a HR Shared Services or HR Operations function
- Proficiency in data entry and maintenance in HR systems like Oracle and SAP.
- 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