Lead - Talent & Development/Service Delivery - BFSI

BUSINESS UNIT OVERVIEW:

Human Capital Management (HCM) is charged with shaping our industry-leading people strategy and is in an exciting state of transformation to do so. Nearly every program, process and tool across the division is being redesigned and deployed to deliver a best-in-class experience for our leaders and employees. As part of our transformation, we are also moving to a leading practice operating model consisting of Business Partners providing strategic coaching to business leaders, Centers of Excellence setting strategy and developing programs for HCM value streams, and a customer-facing Service Delivery Organization delivering services across the hire-to-retire lifecycle leaders and employees.

RESPONSIBILITIES:

- Report directly to the global lead for HCM Service Delivery and serve as key management team member for the global Service Delivery function

- Partner with HCM CoEs, including - Talent Assessment- and - Grow and Develop Talent- to understand support needs and scope a portfolio of talent development services

- Partner with HCM Business Partners to understand divisional needs and requirements in the talent space and scope operational services to meet those business needs

- Build and manage a service delivery team, including setting goals for individual contributors, providing coaching and direction, and managing performance

- Manage overall team capacity to ensure effective and efficient service delivery, tracking and achieving service level targets as well as managing capacity for cyclical / seasonal HCM talent processes

- Build global standards, processes, and tools to effectively deliver a portfolio of customer-facing as well as operational services including:

- Performance management communications, monitoring and reporting, including three key components of the annual process: goal setting, mid-year feedback and year-end reviews

- Execution of performance calibration processes, as a key component of the year-end performance review process

- Development and delivery of manager effectiveness evaluation tools

- Promotion class management processes and reporting, including administration of junior level and senior level (Managing Director) promotions

- Leadership pipeline review reporting and data analysis Succession planning support, administration, and reporting

- Learning administration for new hire integration programming as well as wider professional development programs and initiatives

- Event management support for new hire programs, diversity initiatives, and other learning programs and events

- Tracking and reporting of internal training initiatives

- Management of the Learning Management Systems (LMS)

- Management of learning portals and other online learning or training tools

- Development and management of recognition processes and tools

- Employee and manager survey development, deployment, and data analysis, supporting enhancement of our overall people experience

Preferred Skills:

- Approximately 15-20 years of relevant work experience in HR or service-oriented corporate function

- Deep experience with Talent Management processes such as performance management, talent assessment, promotions, succession planning

- Deep experience in learning / training strategies as well as administration

- Experience in human capital reporting and analytics and insights

- Leadership experience in managing a service-oriented team, in HR or other corporate function, including customer-facing services

- Minimum of 7 years of people management experience, including capacity management and coaching/skill building

- Familiarity with Learning Management Systems (LMS) and training administration processes

- Familiarity with HR Information Systems (HRIS), such as Oracle and other systems

- Familiarity with service level agreements and experience in tracking and meeting service targets

- Ability to handle multiple, time-sensitive tasks while ensuring the delivery of high quality work

- High level of maturity, demonstrated ability to manage confidential information, and impeccable judgment

- Thinks multiple steps ahead; prepares for potential problems and escalates issues when appropriate; and juggles competing deadlines effectively

- Highly organized, attention to detail and excellent follow-through required; Commitment to excellence and a high level of integrity

- Demonstrated client service focus

- Self-motivated and able to work in an autonomous, yet collaborative environment

- Strong verbal and written communication skills, as well as strong organizational and interpersonal skills