Senior Manager

About McDonald's:

One of the world's largest employers with locations in more than 100 countries, McDonald's Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Job Description:

McDonald's has an exciting opportunity for a Senior Manager, Delivery Service Delivery Specialist (Core HR, Talent, and Total Rewards)) role based in our India Global Business Services Office. You will be responsible for overseeing the successful delivery of comprehensive support to staff and crew delivered by the Scaled Services team by acting as a center for inquiries, issue resolution, and knowledge dissemination.

The candidate is expected to reside in India.

Responsibilities:

In addition to following McDonald's policies and procedures, principal accountabilities include, but are not limited to:

Collaboration & Partnership:

• Partner with Scaled Services Contact Center to maintain understanding of issues and direct paths to resolution, analyzing symptoms, logs and data to resolve issues related to Core HR, Talent Management, Talent Attraction, and Total Rewards
• Serve as a liaison between the Scaled Services Tier 2 Delivery Team and, GBS PEX Delivery Towers and other relevant teams, addressing cross-functional dependencies

Performance Monitoring & Quality Control:

• Monitor the performance management for Scaled Services Tier 2 employees, identifying barriers to success and participate in service delivery quality control sessions
• Oversee the development and management of KPI and performance metrics to benchmark self-service assets and plan performance improvements where needed

Service Excellence & Feedback Management:

• Ensure high-quality self- and concierge services to employees, demonstrating exceptional customer service and effectively addressing their needs and inquiries
• Analyze and understand feedback from Scaled Services Tier 2 Delivery customers and stakeholders, communicating findings to Scaled Services team
• Serve as a subject matter expert, staying informed of the latest industry trends to influence asset improvements and overall employee experience

Qualifications

Basic Qualifications:

• Degree in Human Resources, Business Administration, Organizational Development, or related field; advanced degree preferred
• Experience working in Human Resources, Employee Experience, or Service Delivery
• Experience operating in large, multi-national corporations in a highly matrixed, complex structure
• Experience working across many countries and cultures
• Understands the needs and challenges of global leaders
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
• First hand experience working for HR outsourcing provider in their career companies.
• Extensive experience collaborating with and leading global teams across various regions
• Expert in driving cross-functional initiatives, ensuring organizational objectives are met seamlessly
• Demonstrated ability to operate as a people manager, leading diverse, complex teams, fostering a culture of innovation and collaboration across global markets

Preferred Qualifications:

• Service Delivery Expertise & Skills
• Contact centre delivery expertise and skills, working with third party providers specific to HR contact center environment
• Technical knowledge in areas of employee experience or service delivery
• Excellent analytical, problem-solving, and data-analysis skills
• Ability to write well and communicate effectively across all layers of the organization
• Knowledge of HR compliance and data privacy regulations
• Strong business acumen
• Open to learning new systems and processes
• Exceptional communication (verbal and written) and interpersonal skills
• Positive attitude and a willingness to learn; self-starter
• Strong ability to influence others; able to build and drive a strong business case for people as a growth driver
• Continuous improvement and growth mindset