Sr.Account Lead

Job Description:

Objective:

You will lead and effectively manage the HR Shared Services team on a day-to-day basis, providing an excellent first point of contact advisory service for managers and employees requiring advice, your knowledge and experience will also ensure that the team provides a quality support and guidance service for queries and procedures.

The role ideally requires someone who has previously managed a team within a Shared Services environment in HR domain expertise for North America region.

Key accountabilities:

• Lead the team who manage Offer letter roll out / Onboarding and Background Verification for US and Canada employees.
• Manage and provide resolution of complex employee inquires through different channels such as ServiceNow tickets, or Via Contact management team.
• Management of efficient and timely administrative support for all HR, & Recruitment activities, ensuring SLAs are adhered to.
• Lead a regionally focused transactions delivery team of less than 10 individuals – coaching and mentoring the team.
• Monitor, manage transaction and report on case volume, workload, customer service on all service delivery activity through the HRSS Service delivery meetings with stakeholders.
• Manage coordination efforts with key departments within/outside of the HR function.
• Responsible for maintenance and adherence of departmental Standard Operating Procedures (SOPs) and Process Maps.
• Develop and monitor performance of team against KPI's and SLAs in agreement with HR and business leaders to improve administrative practices, HR service levels and business performance.
• Presenting trend on regular agreed reporting on performance.
• Administer quality checks and audits to verify data accuracy.
• Provide ongoing support and feedback to the team.
• Serve as a primary point of contact for all HR Stakeholders, building relationships to ensure effective communications.
• Ensure all escalations are promptly resolved to meet compliance requirements, monitored, and regular trend analysed to ensure continuous improvement.
• Work on larger HR projects as required.
• Develop and maintain consistent ways of working and processes.

Key skills and experience:

• Bachelor's and/or master’s degree in business administration, Human resources, or related discipline (preferred.)
• Considerable experience in a HR Shared Services or HR Operations function.
• Proficiency in data entry and maintenance in HR systems (ServiceNow & Workday).
• Experience of reviewing and improving processes and developing, implementing, and monitoring performance against SLAs within the People’s Hub.
• Experience, preferably in a HR Shared Services function supporting North America Region.
• Preference will be given to candidates with experience and knowledge on Workday and Service Now Applications.
• Ability to handle confidential HR information and execute complex requests.
• Excellent communication skills with the ability to articulate at all levels.
• Experience in performing quality review of completed personnel and organizational data change actions.
• Strong experience of enabling tools including in depth knowledge of Microsoft products. Skilled in analysis and reports.
• Adaptability to new technologies and regional complexities.
• Exceptional customer service and collaboration skills.
• High degree of influencing skills across peer group and more senior levels.
• Experience in Transitioning projects from Onsite to Offshore.
• Excellent organizational skills, process oriented and a strong attention to detail.
• High energy, ability to work independently and work effectively within a team.
• Should be willing to work in shifts (3pm to 12 30 Am).
• Graduate or Postgraduate with minimum 10 years of experience in HR shared services or similar environment.
• Working with teams that managed job data changes, Audits / Quality, and reports. Ability to understand Workday reports and SNOW report to effectively build story boards, learn the process health and ability to lead corrections if required.