Head - Business Delivery & Change Mgmt - BFSI

Head of Business Delivery and Change Management

We have an immediate opening with one of the Leading Financial Institution for Head of Business Delivery Change Management. Please find below the JD.

Purpose of the role

- The Head of Business Delivery and Change Shared Services, India is responsible for contributing to the global and regional HRSS strategy and leading the delivery of a first class service for our client. Accountable for ensuring alignment to Group HR Shared Services strategic direction and for compliance with Service Level Agreements, Performance Metrics and managing a sound control environment. Key interface between HR Shared Service team and HR Solutions on the design, delivery and day to day operations.

This role will exercise accountability and responsibility over the following work streams in HRSS India:

- Processes for HR Operations

- Project Management

- Business Management

- Change Management & Risk,

- Learning Services ,

- Employee Experience & Customer Complaints

- HRSS relationship Model for specific businesses

- Working closely & support the Head of HRSS India in operational delivery of the India Shared Services organisation including but not limited to – accountability for HR, Payroll, Pensions, Learning and Resourcing administration for all in scope businesses.

- Decision making in the capacity of deputy to HRSS India Head;

- Be responsible to take on-ground decisions to support Business requirements

- Work closely with key stakeholders to ensure continuous improvement processes are delivered and drive forward to support the objective to achieve a 'world class' delivery services function

- Lead Operational aspects to Annual Reward and Benefits projects (Insurance, etc)

- Manage and coordinate communications to HRSS India workforce, and the business as required;

- Conduct monthly and quarterly reviews with the Head of HRSS, India with special references to running cost versus committed budget; Projects and Risk

- Ensure governance is in place for payments of salaries, payments to 3rd party suppliers engaged in Pay related activities and to government and regulatory bodies

- Identify and leading change management initiatives and managing a portfolio of projects to support the same

- Working closely with the Head of HRSS India to implement and track organizational initiatives/changes as required,

- Drive through innovation and changing working practices in order to support the delivery of the operating model

- Represent HRSS India in the Global Design Forum for HRSS processes and other related forums;

- Embed the global HRSS operating model, specifically develop the role India has in the Asia region so that new HR services and processes within India meet business need across the region

- Ensure management of contracted HR suppliers and of service delivery to defined SLA’ s and within the groups prescribed risk and financial processes

- Develop relevant infrastructure for management of customer feedback mechanisms ensuring a high degree of own team connection to any required action plans

Deliverables: criteria/results by which success can be measured

Strategic direction

- Lead the development of the Shared Services model for India

- Prioritization of HRSS India Projects in planning and implementation;

- Management of risks and certification related to the same (RACA / SCP/ AYIC)

- Scopes, plans, manages and delivers large and/or complex HR projects or programmes within the Project Management Framework, for projects spanning areas of HRSS related activity e.g. Restructures, change programmes and business change e.g. Business take on or disposal, multiple process implementation, India Integration etc.

- Management and escalation of issues to the Head of HRSS India;

- Promotes an environment of continuous improvement ensuring a QA process is applied throughout a project lifecycle

- Manages projects within agreed budgetary parameters and tracks progress against spend

Business Delivery and Financial Performance

- To support the Head of HRSS to manage the efficient running of HRSS, ensuring performance measures are in place and all SLAs are met. Develop and implement business plans and customer service strategies to control costs and optimize resources.

- Continuous service improvement of the whole team through operational performance against continually stretched KPI targets

- Develops robust project plans that encompass sub/related projects and external dependencies, including activities to manage the impact of change. Identifies project/programme risks and advises / works with stakeholders to mitigate their impact, escalating as necessary

- Provide technical input and change management advice

- Builds and maintains relationships across stakeholder groups in order to deliver change

- Ability to assess change drivers, translate them into viable projects and identify threats & opportunities

- To establish and build relationships across Client Group to facilitate achievement of strategic goals maintaining momentum throughout the project lifecycle

- Stakeholder management and engagement of key stakeholders to Senior level for the change initiative

- Ability to transition project status to business as usual (BAU) whilst ensuring the business is actively involved in key stages of the project or programme

- Operational delivery of HR services including but not limited to:

- Ensuring that all monthly payrolls are run on time and to the agree level of accuracy, including the distribution of pay advice (payslips), management of pay queries, liasing with various finance functions to ensure correct transfer of funds and correct application of all annual events such as salary increases and bonus payments

- Ensuring that all HR administration activities are completed within the business agreed Service Level Agreements, including the management of queries from both employees and line managers

- Ensuring that all Resourcing administration activities including Pre Employment Screening is completed within the business agreed Service Level Agreements, including the management of queries from both prospective employees, HR, line managers and 3rd party suppliers

- Ensuring that all Government reporting and financial lodging requirements are met covering areas such as taxation, insurance’s, provident funds and benefits in kind

Risk Efficiency and Control

- To identify and manage to Group guidelines all policies and procedures in matters such as risk, audit, employment and health and safety.

- Accountable for India’s HRSS 3rd party partners delivering to our standards

- Meet all audit requirements for AYIC across HRSS teams

- Identification and management of risks across HRSS India, with clarity of top 5 risks including improved first line of defence and line management ownership and accountability

People Management

- Head of the location of a team of shared service staff covering annual objectives and personal development plans, talent and succession management and annual appraisals

- Ensuring that manpower planning processes are in place, effective and deliver the level of service provision required whilst headcount matches the growth of the businesses within the region

Stakeholder Management

- Works with the local HR leadership team and Group HR shared services to drive the deployment and development of the HR Shared Services model for India and contribute to strategy and decision-making

Critical Competencies

- Achieving Excellence- 4

- Gathering information- 4

- Communicating- 4

- Collaborating for Success- 4

- Finding Solutions - 4

Experience

- Graduate calibre.

- Passionate about customer service.

- Creative – well able to think out of the box.

- A natural coach.

- Tenacious and resilient.

- Leadership responsibility for an HR Shared Service operation of considerable scale

- Able to demonstrate capability at both strategic (model definition) level and tactical implementation.

- Ability to articulate the overall strategy and translate into delivery

- Evidence of leading teams to superior levels of performance through a number of improvement initiatives.

- Ability to demonstrate leadership in managing multi-disciplinary teams

- Multi-level and multi-functional communication and influencing ability

- Organisational sensitivity

- Sound understanding of business processes

- Managing a large team and delivering through people

- Proven track record of leading a multi disciplinary operation and identifying its fits with business needs

- Proven track record of strategic and tactical level implementation

- Proven track record of managing change and communicating effectively

- Customer Service management in a fast paced environment

- Understanding of key commercial measures, profit and loss, costs and budgets the impact of HR service delivery on the bottom line

- Knowledge of a HR Shared Services environment and Client Group an advantage.

- Experience of delivering change projects in Asia;

- Experience of IT systems an advantage;

- Experience in administrative and/or finance roles an advantage;

Technical Knowledge:

- Change management

- Knowledge of HR Shared Services

- Knowledge of HR Business Partnering

Financial Management:

- Monitor costs against budget for all service partners and ensure all opportunities to maximise return are identified and any variances justifiable

If this opportunity interests you kindly share your updated profile to gayathri.kumar@talentnetworks.co.in to discuss further in detail.

Gayathri