Service Delivery Manager

Short Description

Qualifications

• Good verbal and written communication skills - English C1
• Experience in leading HR service delivery & transformation -  minimum 3 - 5 years
• Team management
• Experience in HR technology
• Must have strong track record of client management, team management, other stakeholder management
• Clear understanding of SLA, KPIs and targets and should have experience of driving it.
• Experience of defining and documenting processes, SOPs, QRGs etc.
• Proven experience of driving improvements, quality and high performance within the team. Project management experience is a plus.
• Very good knowledge of continuous improvement methodology, automation and robotization tools;
• Strong process knowledge in workforce administration/Employee data administration
• Strong project management skills applied in a business/corporate environment
• Experience in managing multiple design project
• Strong client management and team management skills
• Experience of managing employee life cycle activities like personal/job/pay changes, HR documentation, New hire/onboarding, transfers, leave & absences, promotions, relocations, separations, etc.
• System data entry experience (Oracle HCM, Taleo, SuccessFactors, etc.)
• Handle employee requests according to the project deadlines - Handle complex problems raised by client and provide solution
• Handle client communication and client Reporting
• Excellent job organization and time management skills
• Interaction with Client daily via phone, chat and email, work on resolving HR related issues, cooperate with other delivery team members

Job Responsibilities

• Design and deliver effective, creative process strategies and best practices to deliver high quality HR Admin operations.
• Play an active role in developing his/her team, recruiting, training, backup planning and attrition management for his/her team.
• Interface with clients regarding specific job orders, issues, improvements, escalations, etc
• Responsible for generating, maintaining and managing strong relationships with the client and fulfilling client HR ops needs within minimal time
• Able to handle daily activities which include client handling, escalations, deliveries
• Identifying and leading process improvements
• Responsible for team’s performance and growth
• Responsible for ensuring up to date process documentation, change management and process & audit compliance
• Responsible for ensuring client and management reporting & proactive projection of challenges and probable solutions
• Manage the client engagement.
• Works with designated stakeholders to gather and finalize commitments to meet contractual thresholds
• Respond to client’s queries & escalations accurately (via phone, live chat, email and case management system)
• Process, maintain & administer HR transactions & provide support (e.g. Talent development, Mobility, Workforce administration, talent acquisition, case management, HR helpdesk, remuneration, etc.)
• Provide clarification of HR policies and procedures
• Manage assigned part of the process according to Capgemini methodology and/or agreed transition plan
• Organize knowledge sharing sessions both within the team and cross teams
• Update all required process documentation (process maps and procedures) and other documentation within agreed timeframes on the defined support tool
• Liaison with third parties, vendors and multiple stake holders
• Resolving errors, escalations and issues on time
• Develop, mentor, and coach junior team members
• Develop process excellence in Operation activities
• Ensuring quality and timeliness of work
• Focused, diligent, high on quality and timeliness are the basic requirements for the role
• Contribute to team “Business As Usual” activities such as hiring, process improvement, service standardization, etc.