Service Delivery Manager– Global HRSS
4 weeks ago
As a global insurance brokerage, Gallagher seeks to provide the best service to its customers. The Gallagher Service Center is a crucial component of our ability to provide industry-leading quality and customer service, helping our global teams serve our end customers better, meet regulatory requirements and improve speed to market.
The Gallagher Service Center (GSC) supports various divisions of Gallagher, providing premier service to our customers around the globe. The GSC has grown into a team of more than 9,000 employees across four locations Kolhapur, Shimoga, Bengaluru and Pune, providing reliable, fast and high-quality support to field staff.
Working at the GSC gives you the opportunity to join a growing global organization. We offer our employees an unmatched professional environment to use their skills, improve their knowledge and deliver tangible results.
At Gallagher, we want to empower you to make a difference, take control and make an impact. Gallagher believes that all persons are entitled to equality in our employment opportunities.
Position Summary
Senior Team Manager/Service Delivery Manager is responsible for overseeing the day-to-day operations of the HR Operations/Support. This role involves managing a team of HR Associates and SMEs, ensuring efficient and effective delivery of HR services, and driving continuous improvement within the department. Ensuring local and compliances of supporting countries are adhered. Participation in internal and external audits
Team Management:
Recruit, hire, and train team of HR Representatives
Provide ongoing coaching, mentoring, and development to team members.
Manage performance reviews and evaluations.
Motivate and inspire the team to achieve high levels of performance
Operational Management:
Develop and implement policies, procedures, and standards for the HR Support
Monitor and analyze key performance indicators (KPIs) to assess department performance.
Identify areas for improvement and implement changes to enhance efficiency and effectiveness.
Allocation of Resources based on priorities and peak seasons
Customer Service:
Ensure that the HR Support provides exceptional customer service to employees and applicants.
Develop and implement strategies to improve customer satisfaction.
Resolve escalated customer complaints and issues.
Process Improvement:
Continuously review and improve HR processes and systems.
Identify opportunities for automation and implement technology solutions.
Collaborate with other HR departments to streamline processes and reduce redundancies.
Compliance:
Ensure compliance with all relevant HR laws and regulations.
Conduct regular audits and reviews to identify and address compliance risks.
Strong understanding of HR policies, procedures, and best practices
Skills and Competencies
Leadership: Ability to inspire and motivate a team to achieve high performance.
Strategic thinking: Ability to develop and implement long-term plans and strategies.
Customer service focus: Commitment to providing excellent customer service.
Problem-solving: Ability to identify and resolve complex issues effectively.
Communication skills: Ability to communicate clearly and concisely, both verbally and in writing.
Proficiency in MS Office applications
HR Tech Experience preferred.
Proven experience in project management, preferably in a fast-paced environment
Excellent organizational and time-management skills, with the ability to prioritize tasks effectively.
Strong interpersonal and communication skills, with the ability to work effectively with team members onshore and offshore and stakeholders at all levels
Minimum Qualifications
Education
Major
Graduation in Business Management is added advantage and Project Management experience is must
Degree
Bachelor Master
Licenses/Certificates
Project Management, Lean/Six Sigma – Added Advantage
Work Experience
10+ Years of Relevant Work Experience
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