Manager - People Services

The People Services

The People Services Lead role is responsible for delivering a service delivery framework which supports our strategy through collaboration, stakeholder engagement, best in class customer service, quality and compliance.

Key Responsibilities:

• Lead People Services team executives for onboarding, exit and employee lifecycle transactions for India.
• Ensure data integrity in Workday and compliance with global standards.
• Drive a culture of quality and high performance, with a focus on team collaboration, simplicity, and continuous improvement, driving excellent customer experience.
• Ensure services provided are fit-for-purpose, business focused and aligned with the HR People Strategy.
• Drive change for process improvements and efficiencies.
• Provide thought leadership and be responsible for the delivery of a high performing, customer focused and agile People Services function.
• Drive a culture of quality, continuous improvement and customer service across the People Services function to include people, systems, and processes.
• Partner and collaborate with GBS Team leads and HR Business Partners to ensure a global approach is taken to service delivery.
• Understand local business drivers and operational needs, ensure where appropriate these are incorporated into service delivery.
• Lead special projects, ensuring the transition from project to business is seamless.
• Monitor and report on SLAs and KPIs to track and improve service delivery performance. Lead, inspire, motivate and up-skill the People Services teams to ensure People Services is a highly performing function.
• Accountable for ensuring resource levels within the function enable an agile workforce which can respond to changing volumes and business expectations.
• Ensure adherence to internal controls and external regulatory and audit requirements, including SOX compliance.

Qualifications

• Proven experience in leading an HR Shared Services team within a global or matrixed organization.
• Postgraduate in HR with 15 years of experience in managing employee services.
• Deep understanding of employee life cycle processes and shared service operations within the India region.
• Strong focus on employee experience and customer service.
• Experienced in stakeholder engagement and influencing at senior levels.
• Experience working with Workday (or similar HCM platforms), Oracle and ADP Global View or similar systems.
• Knowledge of compliance requirements including SOX.
• Ability to manage competing priorities in a fast-paced environment.
• Experience reporting on metrics/SLAs/KPIs to monitor and continuously improve the HR service.

Key Competencies:

• Strategic and operational thinking
• Stakeholder management and collaboration
• Change management and continuous improvement
• Problem-solving and data-driven decision-making
• Leadership with integrity and empathy
• Excellent communications skills, both written and verbal