Global People Shared Services - Team Leader

As a Global People Shared Services Team Lead, you will lead and manage the daily operational execution and deliverables of the human resources shared function with a focus on the end-to-end employment life cycle. You are responsible for team engagement and performing efficient and quality deliverables. You'll collaborate with respective stakeholders to enhance the employee experience, maintain confidentiality, and contribute to overall team goals. Additionally, you'll handle your own tasks and ad-hoc tasks related to employment life cycle processes to support operational efficiency and effectiveness.

Key responsibilities

Manage end-to-end employment life cycle data processes, including talent administration such as interview scheduling, background check, pre-boarding, onboarding, time tracking, job changes, reference, documentation, and offboarding

Ensure real-time data reflection regarding production and utilization, conduct regular volume and workload assessments, oversee case management/routing, and ensure all requests are answered and closed timely according to SLA and quality standards

Serve as the functional Subject Matter Expert (SME) and primary point of escalation for the team, proactively resolving intricate inquiries, technical and non-technical challenges, and process bottlenecks

Monitor team utilization to ensure consistent adherence to Service Level Agreements (SLAs) and Quality Standards and Customer Satisfaction

Formulate, establish, and maintain structured training methodologies encompassing live instructional sessions, foundational onboarding programs, operational briefings, and process evaluations

• Drive daily operational alignment, manage workflows, and proactively address process issues or concerns with onshore partners
• Maintain and meet standard targets of accuracy and efficiency rate for both personal and team-wide output
• Own and discuss issue logs with onshore partners, providing tangible actions and resolutions on a regular basis
• Maintain, update and revise monitoring tools, trackers, and reports to derive actionable insights and regularly analyze assigned workstream data
• Conduct weekly spot checks, perform Root Cause Analysis (RCA) on quality issues, and implement corrective action plans
• Foster a culture of innovation by driving continuous improvement ideas from team members and proactively identify opportunities for process optimization
• Provide substantive contributions to the authoring, revision, and dissemination of Standard Operating Procedures (SOPs) and knowledge base documentation
• Inspire, support, mentor, and lead personnel regarding daily operational tasks and comprehensive performance management
• Formulate performance objectives for all team members, ensuring alignment with organizational Objectives and Key Results (OKRs)
• Execute systematic performance appraisals and subsequent follow-up evaluations in compliance with operational delivery benchmarks
• Maintain 100% compliance with Data Privacy/GDPR and all relevant company privacy policies

About you

Bachelor's Degree in Human Resource Management, Psychology, or any related course

At least 5 years of experience leading and managing a team in a shared services industry, with a proven track record of serving global business/shared services and driving daily operational execution

In-depth knowledge and operational experience in Talent Administration and Comprehensive employment Life Cycle Data Management processes

Proven skills in managing, understanding, and execution of ATS, Hiring, and ERP systems and tools, including database functionality, data analysis, and status reporting

In-depth knowledge and thorough understanding of performance and quality metrics, goals, and service level agreement (SLA) implementation, assessment, and target compliance

• Demonstrated ability to build, advance, and manage robust stakeholder relationships across diverse global geographies, locations, and business areas
• Proficient in Workday (preferred) and any relevant ATS, hiring, or ERP systems
• Excellent knowledge and extensive experience in Microsoft Office tools (such as Excel and Word) and Google Workspace
• Proven experience in data reporting and analytics, including maintaining monitoring tools, trackers, and performing gap analysis on status reports
• Strong problem-solving, relationship-building, communication, and conflict management skills
• Excellent oral and written communication skills in English
• Flexibility and willingness to cover CET/AEST/EST/MDT, as applicable

Benefits

• Competitive Compensation including Long Service Benefits (anniversary bonus)
• Mental health support and HMO medical coverage
• Generous leave benefits plus life insurance for both you and your family
• Annual learning & development budget plus access to the 360 Learning platform
• Work-life balance with a supportive environment that prioritizes your well-being and personal time
• About usAt Hello

Connect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You'll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences. We are a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures.