Team Leader - HR Shared Services

Business unit

HR Shared Services/Service Delivery

Reporting to

Assistant Manager HR Shared Services

Key stakeholders

America Country HRs

Direct reports

Yes

Duties & responsibilities

Provide leadership and guidance to team members to manage Learning & Development deliverables and flow of day-to-day operations

Timeliness, Accuracy & SLA to be achieved regularly

Handle escalations from employees, HRs and other stakeholders
Responsible for managing stakeholder expectations, including those of senior business leaders & HRLead team in daily huddles, discuss and continuously improving on key operational metricsQuality Check on the Key/Critical Learning & Development transactions processed by team as defined in the Quality framework

Demonstrate high proficiency in Cornerstone - Learning & Development processes and standard operating procedures with ability to resolve complex queries
Complete participation in Operational Excellence Initiatives

Monitor team performance and work on the low performing employees
Accountable for setting team performance expectations, reinforcing goals, providing coaching and feedback on performance

Proactively leads team to identify and implement continuous improvement initiatives to streamline information and processes, improve accuracy, and strengthen controls to achieve annual productivity goals

Accountable for change management activities within the team for the seamless execution of new initiatives while keeping all stakeholders in HRSS and HR informed of changes prior to implementation
Discover training needs and provide coaching. Encourage creativity within team and motivate team membersCreating an inspiring team environment with an open communication cultureAct as a backup for assistant manager by proactively taking the ownership as and when situation warrants

Planning of resources and ensure proper and equitable work allocation

Review process documentation by working closely with stakeholders
Remain updated on all Client Communications and Changes in the organization and keep the team updated

Discuss and devise a 30-60-90 Day action plan with direct reports and track the progress

Work on the self-estimation analysis for activities/responsibilities aligned and deliver efficiencies

Conflict management - Listen to team members feedback and resolve any issues or conflict

Develop a strategy the team will use to reach its goal

Work towards capacity building to ensure there are contingency plans in place for work
Recognize high performance and reward accomplishments

Effectively lead and develop a shared services team while creating a bench for succession planning

Performance objectives

Excellent teamwork interaction and leadership skills

Highly self-motivated, organised and methodical

Excellent customer service skills through use of efficient processes and tools

Result oriented with the ability to manage competing priorities and multiple stakeholders

Good relationship management capabilities

Proactive in achieving results and seeking improvements

Attention to detail and an ability to work fast paced environment and towards tight deadlines
Excellent analytical and decision-making skillsAbility to resolve problems and develop/implement innovative solutions to meet business requirements

Key skills

Demonstrated understanding of Learning & Development practices, processes & procedures

Demonstrated success in identifying and resolving issues prior to escalation with strong issues management skills

Excellent written and verbal communication skills

Previous experience in Cornerstone. Knowledge of Workday HR would be an added advantage

MS Office Suite skills (Word, Advanced Excel, PowerPoint, Outlook)

Proven work experience as a team leader or supervisor

In-depth knowledge of performance metrics

Employee specification

Bachelors/Masters degree in Human Resources or other related field

6-8 years of experience in HR Learning & Development or client services role preferred