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.

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