Senior Manager/Deputy General Manager - HR Shared Services (HRO)

Team Manager Service Delivery

Employment Type:

Location

Mode of Operation:

Job Purpose:

To manage a team of team leads for a single process or multiple processes to ensure that the work delivered is in line with pre-defined standard operating procedures (SOP) and Service Level Agreements (SLA) for a specific set of activities identified in a process (Human Resources)

The incumbent will also:

• Ensure teams are equipped with requisites to deliver expected performance including but not limited to process trainings, product awareness, technology, business overview.

• Maintain culture of service orientation and maintain optimum level of employee morale (KRAs: Service Orientation: SLA adherence, No. of escalations, CSAT/NPS score Employee Morale: attrition rate, Trained resources, fungible ratio per team etc.)

Principal Accountabilities:

• Lead assigned team leaders to deliver high quality services.
• Administer and educate team leads on policies, related process procedures and expected compliances.
• Understand the fundamental solution being developed, process design and technology and guide team leads through day-to-day oversight, guidance, goal-setting and performance feedback.
• Supervise and ensure task performed by team leaders and their teams are according to service level agreements (SLA) and pre-defined accuracy levels whilst maintaining high team morale
• Ensure team leaders maintain consistent service delivery are efficient with resource planning and coverage.
• Act as a point of escalation for the team leader to ensure issues are resolved and addressed accordingly.

Resource Planning & Utilization:

• Maintain and utilize optimum FTE levels aligned to process desk volumes and work force administration.
• Coordinate with Service Excellence team to ensure the Time & Motion study for each of the activities are most recent and relevant
• Align and track the utilization of hours vs volumes serviced to derive the optimum FTE level.
• Give inputs to Head Service Delivery for any changes required in FTE numbers or Time & Motion study for taking it forward on alignment (hiring, restructuring, internal re-allocation) as the case may be.
• Assist in designing workforce action plans basis process updates or change in technology, business activity split etc.

Process documentation and Maintenance:

• Ensure all SOP and allied documents are up to date and relevant.
• Implement policies and procedures, process changes as necessitated by organisational needs and ensure ongoing regulatory and legislative compliance.
• Ensure all SOP and allied documents are up to date and relevant.
• Implement policies and procedures, process changes as necessitated by organisational needs and ensure ongoing regulatory and legislative compliance.

Educational Qualification:

Masters in Human Resource Management, Operations, MBA Core, Business Design