Manager - HR Shared Services - Big4

- The position in discussion is with the HR Shared Services team. The team includes close to 30 strong members aligned to specific HR services.

- HR Shared Services is a strategic way to provide HR related services to an ever-growing employee base. A variety of activities are covered in shared services. These include principally operational tasks, but also frequently include providing information and advice, or consultancy and high-level professional support. The aim of HR Shared Services team is to contribute towards optimizing HR operational efficiency which further contributes to the overall success and profitability of an organization.

Managing HR SS Operations :

- The candidate will be responsible for leading the HRSS Core activities. This role requires a high degree of engagement with the various HR, Support and Business stakeholders, so strong leadership skills are essential. The role will also require significant stakeholder management, so the ability to build and maintain strong relationships with key stakeholders and key operational teams. The ability to effectively manage and resolve escalations and ensure mitigation actions are implemented to prevent re-occurring issues, is also a key requirement of this role.

- The emphasis is to provide a consistently high level of service in order to deliver quality solutions that meet the needs of our customers.

- Key work areas: Experience in employee life cycle management, Policies, Compensation, Benefits, Payroll, Employee relations regulations, HR Systems, Learning system, Income Tax, PF, ESIC & Others Statutory Compliance, Exit / Full Final Settlement, Post Recruitment Procedure & documentations, Labour Laws, Mediclaim, Gratuity, Bonus, Forecasts, Audits etc.

Business Responsibilities:

The key responsibilities include the following:

- Responsible for the overall delivery of HR SS Core activities and governance of services offered by other member firms. Responsible for successful transition of work area in HRSS from other sub verticals of human Resources.

- Build and demonstrate a strong and detailed knowledge of the services offered.

- Ensure that all work is delivered in line with the agreed terms and SLAs. Publication of dashboards wrt all measurable deliveries.

- Use productivity and performance metrics to effectively manage the resources and associated services and to identify areas for improvement. Use this insight to lead discussions with the stakeholders to provide regular updates on service performance.

- Drive efficient delivery of day-to-day operations, reporting and handling potential issues including identification of risks and highlighting relevant mitigation recommendations.

- Manage complex queries from within the teams & stakeholder and work collaboratively with the relevant parties, as required, to ensure timely resolution.

- Take an active role in working with the stakeholders to resolve service issues, whilst identifying long term solutions to prevent reoccurrence.

- Effective resource management including succession planning and identification of team training needs.

People Management:

- Responsible for coaching, mentoring and development of the HRSS team members.

- Identify and enable training related to Technical, Industry, Professional and Leadership competencies for these professionals.

Performance Management:

- Be the team leader/coach for the assigned team members and own the overall performance coaching responsibilities for the team.

- Regularly gather performance feedback from the respective stakeholders, track/review the performance on a weekly & monthly basis and provide regular feedback to the team members and update leadership about the team morale.

- Work with the stakeholders to focus on delivery against team performance metrics and team objectives.

Team Management:

- Ensure team members are supported to deliver processes and work in a cohesive manner providing guidance and support as needed.

- Ensure that the relevant compliance needs are adhered / completed within agreed timescales.

- Comply with the policy, processes, procedures, support in timely recognition of team members.

- Actively manage and support the team on a day-to-day basis including providing one to one coaching, training and development, management of timekeeping, leaves/PTO, resource planning, hiring and ensuring service level agreements and targets are met.

- Effectively manage and resolve conflict and cultivate a culture built upon respect & inclusion. Stakeholder Management

- Always ensure regular, proactive and transparent communication with the stakeholders regarding business as usual activities, system issues, team updates, training schedules, etc.

- Take an active local lead to understand and align local strategy with that of the stakeholders demand & overall strategy.

- Keep the stakeholders apprised of changes to the policies and procedures relevant to them. Be responsible for building and maintaining strong relationships with stakeholders.

- Actively engage with onshore JML stakeholders build a healthy and efficient working relationship.

Delivery:

- Responsible for the end-to-end process delivery of all HRSS Core processes

- Ensure that agreed processes are delivered in line with the agreed service levels and that any deviation from this standard is highlighted immediately to the HRSS leadership outlining proposals for resolution.

- Work with the team members to ensure work completed in an accurate and timely manner.

- Responsible for ensuring that team training is scheduled in line with process and business requirements and that process documentation is aligned to support training requirements.

- Responsible for gaining an in-depth understanding of the customer requirements and expectations relating to processes delivered by HRSS. As required, conduct reviews and make proposals to the leaders to prevent reoccurrences of service delivery related issues.

- Identify opportunities for improvement and consult with the leaders to agree solutions utilising Lean methodology. Create and lead a culture of continuous service improvement.