Senior Manager - Human Resource Outsourcing - HRSS

The Hire to Retire Function is responsible for supporting and providing Hire to Retire function services within the BSC (Business Services Center) Gurgaon for the Parent company's operating companies based in the USA & UK. This H2R team ensure that overall delivery of services meets or exceeds agreed KPIs and SLAs defined between Operating Companies and BSC, delivery high quality of service and is within a strong internal control framework. This position reports to Function Head in India.

Major Activities:

- Set and manage HRO & Recruitment team performance and give them direction, while ensuring smooth delivery of day-to-day operations (30-40 members team)

- Leading a team of processers & recruiters to ensure that overall delivery of services is within agreed KPIs and SLAs. Ensure high quality service

- Strong people mgmt. to manage and hold team together working in night shifts and track productivity if they work remote/home due to pandemic (e.g. Indian curfews are all at night during COVID- high impact)

- Continuously strive to build a culture of high-performance.

- Facilitate effective teamwork and builds collaborative relationships internally and externally

- Ensure that overall delivery of recruitment services

- Partner with the onshore e business team to:

o Forecast and plan for the hiring in advance

o Develop and track Service Level Agreements (SLA) to ensure service delivery excellence.

o Drive process ownership in line with agreed target operating model

o Strong reporting and ability to read data and give insights

o Analyze issues that are highlighted by the OpCo managers and resolve them in a timely manner.

- Ensure that all engagements with the customer are aligned, understood and that Customer needs are being documented and prioritized for action

- Act as a point of escalation for critical/complex service issues

- Engage a team which works for 7 days a week - build rotation plans within the team to ensure service delivery team is available based on the business needs

- Coach & mentor Team lead so that they can manage their teams better.

- To ensure that all internal customer queries are followed up on a timely basis.

- Collaborate with internal teams.

- To be the Key contact for all problems and queries with specific business assigned.

- Take on special projects as per business needs.

- Action Oriented, Integrity and Trust, Perseverance

- Command Skills, Problem Solving, Drive for results, standing along and

Directing Others:

- Understand the use of data to give insights to the business. Be able to make decisions using data.

- Leadership is key skills require to deliver HRO objectives.

- Strong people management. Create a mindset of innovation aimed at constantly challenging the norm to drive business value

- Responsible for ensuring a disciplined approach to operational excellence/performance management is in place and evolves over time.

Skills & Desired Experience:

- Expertise in Global HRO & Recruitment, Knowledge of USA & UK - geographical knowledge, time zones, a plus

- Experience of supervising global teams in the past and ideally worked in an operations environment to deliver high quality outcomes and results.

- Result oriented, with high level of motivation for self-growth, along with the drive for growing team members

- Excellent stakeholder engagement skills and ability to communicate effectively with clients of all levels and with fellow project team members

- Driving MBR's & QBR's with clients to understand the expectations from the teams and provided updates.

- Ensure that all audit-related issues are brought to a close.

- Strong sense of Ownership

- Understands Talent acquisition & HRIS tools and technologies

- Knowledge on market trends on sourcing n screening techniques.

- Prefer candidates with good knowledge of sourcing techniques (e.g. social media recruiting and Boolean search)

- Excellent verbal and written communication skills is a must

- Open for Shifts - 12:00PM to 12:00AM (Monday to Friday)

Educational Qualification/experience:

- B.Sc. in Human Resources Management or relevant degree.

- 15+ years of experience in leading, developing and coaching teams