Team Lead – HR Shared Services

2 weeks ago

Pune, India METRO Global Solution Center IN Full time
Job Description

  • Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery.
  • Manage and resolve complex employee inquiries received through multiple channels (e.g., ServiceNow , HR Portal), ensuring timely and compliant resolution aligned with SLAs.
  • Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards.
  • Monitor and manage transaction volumes, team workload, and case resolution metrics , sharing regular performance updates during HRSS service delivery meetings with stakeholders.
  • Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints.
  • Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities.
  • Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency.
  • Prepare and present performance trend reports , highlighting key insights, service gaps, and recommendations for improvement to HR leadership.
  • Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes.
  • Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability.
  • Act as the primary point of contact for HR stakeholders , building and maintaining strong relationships to ensure transparency and alignment on expectations.
  • Proactively manage and resolve escalations , ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions.
  • Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.
  • Drive consistency in ways of working , ensuring standardized processes are implemented and continuously improved across the HRSS team.

Here are the desired Skills and Experience…

  • Experience, preferably in a HR Shared Services function supporting European Union
  • Should have at least 4 years of experience leading/managing a team of at least 7-10 employees
  • Considerable experience in a HR Shared Services or HR Operations function
  • Proficiency in data entry and maintenance in HR systems like Oracle and SAP.
  • 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

Qualifications

Graduate or Postgraduate with 8 - 10 years of experience in HR transactional and operational services



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