Job Description

Oversees the efficient and effective delivery of HR Services across the consumer. Role involves managing operational processes, ensuring compliance with SLAs and achievement of KPIs. Involves resolving escalations, and collaborate with different teams to optimise service delivery performance Key responsibilities Develops and implements HR Service Delivery strategies to meet internal stakeholders needs and achieve SLAs and KPIs Serve as primary point of contact for escalations, inquiries, and service-related issues from internal stakeholders, addressing and resolving issues in timely manner Conduct regular reviews and assessments of HR Service Delivery performance against SLAs and KPIs, providing recommendations for process enhancements and resource allocation Lead Service Delivery related projects, including process improvements, technology implementations, and stakeholder communications, with a focus on achieving and improving SLAs and KPIs Stay informed about industry best practices and emerging trends in HR Service Delivery, incorporating relevant insights to improve performance and efficiency Work with Regional People Services Tier Leads to ensure improvement to processes are supporting People Services teams to achieve SLA and KPI targets. Participate in external benchmarking and implement BIC KPIs, metrics and SLAs as ways of working and enable to evolve HR Services to be in par with industry trends Own service catalog and process clustering and service taxonomy in ServiceNOW, HR Portal and veeva vault ensuring it yields optimal experience to end users and functional users Lead and Manage platform optimization and transformation projects for ServiceNOW, HR Portal & KM platforms Qualifications and Skills Educational MBA Preferred 10+ Years of work experience in highly matrixed organistion Six sigma or PMP certifications preferred Technical High-level awareness of local laws and regulations. Deep knowledge of tools and technologies especially Workday and ServiceNow. Analytical and able to interpret metrics and generate insights from data. Behavioural Excellent written and verbal communication skills. Strong relationship building skills with various cross-functional teams. Strong attention to detail and a commitment to accuracy in all tasks. Excellent analytical, problem solving, and time-management skills. Able to manage change effectively and adapt to new tools and technologies. Provide mentorship, guidance, and support to fellow team members. Ability to resolve conflicts and address sensitive issues with diplomacy and fairness. Strong relationship building skills with internal and external stakeholders. Empathetic listening and interpersonal skills to understand and address the needs.