Services Delivery Lead - Shared Services

Job Role :

1. Capable of driving client process SLAs. Should be able to adopt measures to continuously improve process matrices and service delivery levels.

2. Intermediate regulatory and legislative knowledge in aligned service area

3. Experienced to operate in a Client Administrative environment.

4. Understanding of System Capabilities and Application platforms. Knowledge of benefits business, including products and services, operations, and delivery.

5. Knowledge of basic quality tools & six sigma methodologies to drive process quality and compliance.

6. Knowledge about team/individual revenue productivity. Should be able to follow LEAN methodology to meet the targets

7.Capable of initiating new processes, participate in new process transitions in coordination with the Clients and internal stakeholders.

8. Experience in handling a hierarchical structure comprising of Team Leaders & Assistant Managers and manage end to end the PMS process.

9. Intermediate knowledge of benefits business, including products and services, operations, and delivery

Key Expectations:

1. Process Knowledge HRSS - Should be able to respond to process specific concerns independently. Should be able to drive agenda and projects basis the knowledge of the processes and the key stakeholders without any dependency

2. Manage & Build Relationship with Stakeholders - Stakeholder management & engagement matrix to be prepared. Strategic meetings and calls to be initiated every week and help build confidence of the HRBPs, SHRBPs & HR Heads

3. Drive Governance Calendar - Drive the governance matrix and give early warning signals

4. Visibility and Presence to be felt - Communication channel to be strong. Visibility needs to be high. Should be the 1st point of escalation/approach for all the relevant stakeholders. Build visibility with Client Project Head

5. Watch Guard of the Process SLAs - 1st Understanding the Project SLAs. Proactively monitoring the SLAs status by asking the team to share key data. Build plans in meeting the SLAs. Raise flags in case of possible misses. Also, build cushion with the client for situations where SLAs might take a hit

6. Manage matrices of critical processes - Build matrices to manage critical processes like - payroll input, Induction, P-file, OTP and Insource. Should be able to publish reports for the same and have systematic review with internal and external stakeholders

7. Team management - Work management of the team. Maintain a lean team. Leave and attendance management & create back-up roles.