Role Purpose
The HR Services Manager is responsible for overseeing the day-to-day operations of the HR service delivery team, ensuring efficient and effective delivery of HR services to employees. This role involves managing service delivery processes, optimizing service delivery channels, and driving continuous improvement initiatives to enhance employee experience and satisfaction. The HR Services Manager also handles sensitive employee and company information, maintaining a high level of professionalism and confidentiality.
Key Accountabilities & Activities
Leadership and Direction
- Explain the local action plan, supporting team members in understanding how it aligns with broader business strategies.
- Motivate the team to achieve local business goals.
Administration
- Oversee complex administrative processes and databases to develop and test procedures that align with organizational needs.
HR Data Management
- Specify, develop, and test HR data collection procedures and tools within HR practice areas to meet key principles and ensure compliance with external requirements.
Regulatory and Compliance Management
- Investigate incidents and provide expert advice to senior colleagues.
- Ensure adherence to regulatory standards by working with internal functions to implement compliance programs.
Budgeting
- Track budgets and report variances to senior colleagues.
HR Data Analytics and Insights
- Deliver complex analyses of HR data; identify key trends to create HR insights that enhance employee engagement and business performance.
Operational Compliance
- Develop an understanding of organizational policies and regulatory codes to ensure work adheres to standards.
HR Services Delivery Management
- Oversee HR service delivery operations to ensure timely and accurate delivery of HR services.
- Develop and implement SLAs to measure and improve service delivery performance.
- Monitor service delivery metrics and KPIs to identify areas for improvement.
Process Optimization
- Review and optimize HR service delivery processes to streamline operations and improve efficiency.
- Collaborate with IT and HR Systems teams to implement process improvements and system enhancements.
Channel Management
- Manage and optimize service delivery channels, including HR portals, self-service tools, and helpdesk support.
Quality Assurance
- Help implement quality assurance initiatives and continuous operational improvements.
Background Skills & Qualifications
Knowledge, Skills, and Experience
- Minimum 5 years of experience in HR service delivery or a related field.
- Strong analytical, problem-solving, and communication skills.
- Proficiency in HRIS and other relevant software/tools.
- Experience in managing and optimizing HR processes.
- Ability to work independently and in a team environment.
Qualifications
- Bachelor’s degree in Human Resources, Business Administration, or a related field. Advanced degree and relevant certifications are preferred.