AI Summary
Lead the Service Delivery Team in India, ensuring HR service excellence, operational support, and strategic oversight. Drive continuous improvement, provide insights, and integrate technology. Collaborate with global HR teams and People Hub.
Key Highlights
Team leadership
Operational Excellence
Reporting
Service Delivery
Systems Enhancement
Leadership Insights
Technical Skills Required
Benefits & Perks
Comprehensive life insurance coverage
Premium medical insurance
Generous annual leave balance
Flexible and hybrid work solutions
Remote work opportunities
Company gratuity scheme
Discretionary bonus program
Relocation assistance
Employee Wellbeing Program
Job Description
Overview
- The Service Delivery Manager heads up the Service Delivery Team for India, focusing on delivering an outstanding HR customer experience and operational support in partnership with the People Hub team in India.
- Ensures HR service excellence for the transactions and tasks carried out by the Service Delivery team.
- Strategic oversight and managerial responsibilities.
- Drives continuous improvement.
- Custodian to provide insights based on analysis of trends and patterns.
- The Service Delivery Manager collaborates closely with the People Hub team leadership and other global HR teams to ensure high-quality HR operations and service delivery for India.
- Additionally, the Service Delivery Manager will play a key role in integrating technology such as ServiceNow to process tasks and requests, enabling tracking, reporting, and operational efficiency.
- Team leadership
- Operational Excellence
- Reporting
- Service Delivery
- Systems Enhancement
- Leadership Insights
- Preparation of Electrical load Lists & Switchgear/Distribution Board Schedules.
- Tier 2 case management: Monitor HR case management (Tier 2) to ensure complex issues are addressed or escalated appropriately.
- Manage Service delivery team: Supervise the HR Operations team across all HR administration aspects, acting as the first point of contact for internal and external customers.
- Encourage Self-service: Support resolution of self-service HR system issues by collaborating with the People Hub team for timely and error-free process completion.
- Partner with HR, business leaders, and COEs to ensure the seamless execution of people interventions and drive cyclical people processes.
- Oversee the integration of HR administration with COEs and ensure workflows utilize technology optimally.
- Improve customer experience: Collaborate with the HR community and People Experience Partners to enhance employee and customer experience.
- Address gaps in service delivery: Ensure uniformity in delivering people processes, addressing HR challenges proactively based on identified gaps.
- Collaborate with People Hub: Facilitate optimal employee experience by aligning Service Delivery with People Hub and Site HR Operations.
- Standard operating procedures: Develop standard operating procedures and service standards, ensuring consistent and high-quality HR service delivery.
- Standardization of processes: Drive standardization in the execution of HR policies and processes, ensuring compliance and governance.
- Continuous process improvement: Continuously evaluate existing processes to identify opportunities for improvement and automation.
- Lead and oversee the HR Operations team to deliver high-quality services: Identify ways to improve performance.
- Supervise the deployment of HR Advisors: Allocate team tasks to maximize bandwidth of the team and align with business and HR priorities.
- Support and coach: Develop the skills of advisors on HR Service Delivery, employee engagement, action planning, and HR systems.
- Escalation point: Review and advise on complex issues, managing risks and ensuring timely resolutions.
- Collaborate with the data and analytics lead to leverage workforce data for insights, identifying trends to support decision-making on employee engagement, retention, and process improvement.
- Will be the custodian to provide insights based on analysis of trends and patterns.
- Gather insights based on the analysis of trends and patterns, offering actionable recommendations to the business.
- Will act as a Thought leader and enabler driving change underpinned by Data Insights.
- HR systems: Oversee the implementation, training, and maintenance of HR systems.
- Lead operational projects: Ensure the design, monitoring, and improvement of HRLT-agreed initiatives.
- Identify and address bottlenecks to improve the organization's'operational agenda.
- Serve as the custodian for operational tasks transitioning to People Hub (PH) and support the transition process effectively.
- 7+ years of experience in HR operations or service delivery, with a minimum of 3 years in a leadership role.
- Strong leadership and coaching skills, with a proven track record of managing teams in HR operations environments.
- Experience working with HR Shared Services (People Hub) and managing service delivery in collaboration with offshore teams.
- Solid understanding of HR operations, data analysis, and governance, with a focus on continuous improvement and service excellence.
- Ability to take the initiative and to manage multiple projects and lead cross-functional initiatives while maintaining a focus on operational improvement. Ability to adapt to changing requirements.
- Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders across different levels.
Explore the rewards and benefits that help you thrive – at every stage of your life and your career.
This Includes
- Comprehensive life insurance coverage.
- Premium medical insurance for you and your dependents.
- Generous annual leave balance.
- Flexible and hybrid work solutions.
- Remote work opportunities outside of country.
- Company gratuity scheme.
- Discretionary bonus program.
- Relocation assistance.
- Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
- Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.
We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's'infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.
Find out more.