Service Delivery Manager

Designation: Senior Delivery Manager

Business Vertical: IOA

Reporting Manager: Deputy General Manager &/Or Associate Director

Location: Chennai, India

About the Role:

We are looking for a service delivery manager within the HR practice. This role will be responsible in setting up and managing SSC teams within the vertical and ensure seamless operations for our customers.

The role will require maintaining strong customer relationships and transforming the HR services to the next level. The service delivery manager will be required to manage day to day operations delivery and perform tasks such as team management, resolving process issues, create a culture of process standardization and process improvement within the teams, track and report SSC performance. The person should also be well versed with working in a matrix hierarchy/organization setup.

The incumbent should be able to demonstrate strong leadership and teamworking skills with excellent communication and stakeholder management attributes.

Job Responsibilities:

Service Delivery:

· Managing a team of HR Advisors within SSC across teams

· Strong experience in workday

· Managing employee HR helpdesk and lifecycle teams with workday exp.– Talent Management, HR query management/helpdesk, New Hire/Onboarding, Employee data Changes, Transfers, Exits and Absences

· Manage stakeholders across multiple regions – UK, EU, APAC, US

· Lead and Deliver day to day operations – SLA/KPI management, Metrics management, BOI’s etc

· Creating and maintaining SOP’s & process documentation

· Implementation of HR initiatives to support business through a team of HRSS Advisors and SME’s with an aim to improve employee experience and overall engagement

· Lead and support the HR transformation projects within SSC – Process standardization, automation with a goal of consolidating service offerings and best in class employee experience

· Stakeholder Management (Internal/External) – Setup a governance framework and lead discussions with key stakeholders

· Setup quality framework and governance mechanism to maintain accuracy of data input

· Transition Management – Effectively support transition of work within SSC with minimal challenges

Manage escalations from business and implement measures/controls in place to mitigate impact on delivery operations

Mentor the team, provide training and conduct performance evaluation.

Monitor team performance and develop reports / dashboard for customer and management.

Review customer feedback and create an improvement mechanism for seamless operations

Education and experience requirements:

• Graduation as a minimum (MBA/PGDBM in HR preferable)

• Experience with atleast 1 HCM system - Workday, Successfactors, Oracle etc (this is a must)

• Experience with at least one CRM tool – ServiceNow, Zendesk, EEP, EIC etc

• 10 - 12 years of experience in HRSS domain with at least 5 years in a team management role

• Good knowledge of HR compliances and audits

• Proven track record of implementing / supporting key transformations within the HRSS domain

• Excellent communication skills, proven track record of building strong relationships with stakeholders

• Strong analytical and problem-solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis.

• Ability to work within tight timelines, work cross functionally with various teams and multi-task.

• Flexible to work in shifts

• Proficiency in MS Excel and MIS (HR analytics is desirable)

Must demonstrate the following competencies:

• Passion for customer service delivery and result oriented

• Ability to recruit, integrate, inspire, engage, and motivate a team

• Ability to empathize and work under pressure

• Attention to detail – proactive identification of failure points/ risks and develop action/ mitigation plans

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.

1 Technical Writing PL1 Required

Domain Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.

1 Customer & service excellence PL1 Required

2 Customer Service-LS PL1 Required

3 Technical Helpdesk PL1 Required

* Proficiency Legends

Proficiency Level Generic Reference

PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Schedule: Full-time

Shift: Day Job

Travel: No