HR Service Delivery Specialist

Overview

Manage and lead a team in Employee and Organization Data Management within HR Service Delivery, solving workforce data problems and driving repeatable, measurable HRO operations.

What you'll do

• Lead and manage a team, including hiring and training, and keep management updated on team performance.
• Communicate concerns and policies between management and team members.
• Conduct or support training for regional teams and onboard new team members on HRO operations, including Controls & Compliance, Business Continuity Plans, process analysis and customer service.
• Ensure the team understands its goals and how performance will be evaluated.
• Act as escalation and resolution point for team members on people-related queries and liaise with the local Human Resources team on critical issues.
• Drive activities to meet requirements such as timelines, quality and costs, completing tasks on time and error free.
• Drive Operational Excellence within the team, supporting the OE focal and liaising with the Operational Excellence team as required.
• Raise relevant quality or scope issues that may impact delivery and streamline decision-making where possible.
• Understand existing process metrics (SLA, OLA, KPI), how they are measured, and improve the measurement system to make it more effective and transparent; liaise with Service Management on reporting performance measures to the client.
• Ensure Business Continuity and Disaster Recovery Plans are up to date and tested periodically, liaising with the BCM team and Local IT on testing.
• Assist the team with Root Cause Analysis and suggest corrective and preventive actions.
• Support knowledge transfer of processes or clients and acquire in-depth process knowledge as required.
• Ensure process dashboards and visual management displays are reviewed regularly and kept up to date.
• Propose process improvement ideas that reduce time, improve accuracy or enhance controls.
• Read, understand and analyze client processes against business rules; become a people relations process expert within the first 4 months.
• Ensure a robust measurement system to evaluate team member performance and recognize individual and team accomplishments.

What you'll need

• Any graduation.
• At least 6+ years of HR experience.
• 2 years of people management experience.
• Employee workforce administration experience (job changes, exits, leave of absence, etc.).
• HR domain certification.
• Strong MS Office and Excel skills.
• Proficiency with Operational Excellence practices.

Nice to have

• Experience supporting Australian clients, with specific exposure to the supermarket and retail sector.
• Knowledge of the SuccessFactors Recruiting module.

Details

• Location: Bengaluru.