Position TitleUS HR Direct Team LeadFunction/GroupGlobal Shared Services (GSS)LocationMumbaiShift Timing6:30 PM to 3:30 AMRole Reports toRegional HR Operations LeadRemote/Hybrid/in-OfficeHybrid
About General Mills
We make food the world loves: 100 brands. In 100 countries. Across six continents.
With iconic brands like Cheerios, Pillsbury, Betty Crocker, Nature Valley, and Häagen-Dazs, we’ve been serving up food the world loves for 155 years (and counting). Each of our brands has a unique story to tell.How we make our food is as important as the food we make. Our values are baked into our legacy and continue to accelerateus into the future as an innovative force for good. General Mills was founded in 1866 when Cadwallader Washburn boldly bought the largest flour mill west of the Mississippi. That pioneering spirit lives on today through our leadership team who upholds a vision of relentless innovation while being a force for good. For more details check out http://www.generalmills.comGeneral Mills India Center (GIC) is our global capability center in Mumbai that works as an extension of our global organization delivering business value, service excellence and growth, while standing for good for our planet and people.With our team of 1800+ professionals, we deliver superior value across the areas of Supply chain (SC) , Digital & Technology (D&T) Innovation, Technology & Quality (ITQ), Consumer and Market Intelligence (CMI), Sales Strategy & Intelligence (SSI) , Global Shared Services (GSS) , Finance Shared Services (FSS) and Human Resources Shared Services (HRSS).For more details check out https://www.generalmills.co.inWe advocate for advancing equity and inclusion to create more equitable workplaces and a better tomorrow.
Job Overview
Function Overview
Global Shared Services (GSS) enables General Mills to compete and win every day with a relentless focus on service excellence. Our Shared Services model leverages domain excellence to drive scaled cost-efficient delivery. We do that by delivering our services with a balance between cost and capability; increasing productivity through optimized processes and tools; and upholding company standards, policies, and practices. GSS touches virtually every aspect of the General Mills enterprise, including EmployeeServices, Business Services, Global Workforce Solutions, and Global Data Governance Services.For more details about General Mills please visit this Link
Purpose of the role
The US HR Direct Team Lead will be spearheading a team providing comprehensive HR support to General Mills employees across Canada, the United States, Mexico, and Spain. This role encompasses the day-to-day management of the US HR Direct India - team, handling employee inquiries and overseeing key HR processes, including severance coordination. The US HR Direct Team Lead drives operational excellence, process improvement, and consistent application of HR policies and procedures.
Key Accountabilities
80% of Time Team Leadership and Daily Operations Management (US HRD) :
- Provides day-to-day leadership and management to the HR Direct team, ensuring the delivery of service level agreements (SLAs), key performance indicators (KPIs), and overall business value.
- Manages workload distribution, performance, and development of team members.
- Fosters an employee self-service culture by promoting the utilization of the HR portal (G&Me) and Workday.
- Facilitates or conducts quality monitoring of representatives to ensure customer satisfaction.
- Partners with the Region Leader on HR Operations activities and escalations.
- Provides input on resource/staffing needs to manage day-to-day operations, considering language strategy, time zones, and hours of operation.
- Measures, tracks, and provides performance feedback, career counselling, and development to team members.
- Analyses and prioritizes daily incoming work, manages backlog, and oversees case load distribution.
Severance And HR Process Management
- Oversees the execution of severance programs, ensuring compliance with company policies and legal requirements.
- Responsible for strong governance around the creation of severance packages, distribution to requestors, tracking of signed release agreements, and termination of employees in Workday.
- Audits inputs to be shared with payroll for accurate and timely severance payments.
- Reviews existing processes and develops improvement plans to streamline and create efficiencies.
- Collaborates with key stakeholders (Employee Relations, Total Rewards, Legal, Solutions Development) to align on policy and operational improvements.
- Develops measures of success for aligned processes and implements audits to track those measures.
- Identifies opportunities for expanding existing operations regionally or globally and works with local and international teams to develop transition plans.
- Develops systematic audits to ensure accurate and consistent application of processes and procedures.
- Maintains confidentiality and discretion with sensitive information.
Manages Service Level Agreements
- CSAT Scores
- Call Quality Assurance Score
- Response time of 24 hours (SLA Breach)
- Minimum Ring on and No Answer (RONA)
- Turn Around Time of 3 Days
- Any other SLAs laid down from time to time
20% of Time
Process Harmonization, System Support, Project Leadership and Compliance:
- Identifies, recommends, and implements process improvements and standardization with a global mindset.
- Ensures prioritization of significant operational performance improvement projects.
- Ensures adherence to global/regional/local process alignment.
- Provides input to ensure local documentation exists for processes, regional documentation is distributed and maintained, and global documentation is available in G&Me in necessary languages.
- Helps identify, coordinate, and track training needs and delivery for the HR Direct team.
- Leads special projects for the HR Specialist Operations team and Employee Services team.
- Partners with Region Lead on change management for the region while ensuring governance to regional and local laws.
Minimum Qualifications
- Education – Full time graduation from an accredited university (Mandatory- Note: This is the minimum education criteria which cannot be altered)
- Minimum years of related experience required: 1-3 years of people management experience
Preferred Qualifications
- Preferred years of related experience- 3+ years of people management experience, preferably in a shared services environment
Specific Job Experience Or Skills Needed—
- Strong prioritization skills
- High level of collaboration
- Proven effectiveness at delivering outstanding results
- Drives results by building high-trust relationships at all levels
- Navigates the organization and understands the complexity of a global services group
- Strong communication skills to both a technical and non-technical audience
- Ability to lead technological change and process improvements
- Flexibility to handle changing work demands
- Strong business acumen and financial literacy
- Demonstrates a passion for and understanding of process and technology
- Change management skills and experience
- Experience working globally preferred; demonstrated success collaborating across functions, cultures, and geographies
- Experience handling confidential information preferred
- Exhibits a continuous improvement mindset; experience with process improvement tools & methodologies preferred
Competencies/Behaviors required for job
- Credible Influence – Is friendly & approachable to different audiences. Utilizes effective listening skills.
- Navigates the organization - Knows how the organization works — its structure, processes, systems, culture, and cross-boundary relationships. Designs, manages, implements, and adapts (as appropriate) key HR processes to improve organizational performance.
- Leadership: Ability to lead and motivate a team.
- Problem-solving: Ability to analyze complex issues and develop solutions.
- Communication: Excellent written and verbal communication skills.
- Adaptability: Ability to adapt to changing priorities and work demands.
Organizational Structure
Individual Contributors- 3What percentage of time is spent managing others? 30%
Company Overview
We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.
