[HELLOCONNECT] People Shared Services Team Leader (Midshift)

The Role

At HelloConnect, 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.

As a Global People Shared Services Team Lead at our organization, your responsibilities are leading and managing 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.

What you’ll do

Service Delivery and Operational Excellence

Life Cycle Management: Manage end-to-end employment life cycle data processes, including but not limited to talent administration (as applicable) such as interview scheduling, background check, pre-boarding, and comprehensive employee lifecycle data management processes, from onboarding, time tracking, job changes, reference, and documentation, offboarding and other relevant ensuring smooth execution and operational implementation across all systems.

Operational Oversight: 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.Subject Matter

Expertise: Serve as the functional Subject Matter Expert (SME) and the primary point of escalation for the team, proactively resolving intricate inquiries, technical and non-technical challenges, and process bottlenecks, while ensuring real-time status updates and transparent communication within members

Performance & SLA Management: Monitor team utilization to ensure consistent adherence to Service Level Agreements (SLAs) and Quality Standards and Customer Satisfaction.

Training & Knowledge Transfer: Formulate, establish, and maintain structured training methodologies—encompassing live instructional sessions, foundational onboarding programs, operational briefings, process evaluations in alignment with Training and Quality Team. Responsible for ongoing professional development for established and novel procedures—to govern individual professional development strategies.Stakeholder Management: Responsible for driving daily operational alignment, managing workflows, and proactively addressing process issues or concerns with onshore partners. Collaborates closely with diverse stakeholders to ensure seamless operational delivery and maintain strong professional relationships.

Operational Excellence & Reporting

Performance Management: Maintain and meet the standard target of  accuracy and efficiency rate for both personal and team-wide output.

Issue Resolution: Own and discuss issue logs with onshore partners, providing tangible actions and resolutions on a regular basis. Ensure all "unknowns" are clarified within one business day, for critical matters.

Data Analysis: Maintain, update and revise as needed  the monitoring tools, trackers, and reports to derive actionable insights. Regularly analyze assigned workstream data to support operational decision-making.

Data Analysis & Reporting: Prepare, review, and perform gap analysis on status reports, using insights to drive operational efficiency and workload management.

Quality Assurance: Govern quality assurance and service delivery standards by cultivating cross-functional collaboration to consistently achieve or surpass established Service Level Agreements (SLAs), stakeholder management objectives, and organizational key performance indicators or objective key results. Conduct weekly spot checks, perform Root Cause Analysis (RCA) on quality issues, and implement corrective action plans. Maintain consistent accuracy and efficiency across all individual and team-wide work outputs. 

Communication: Serve as the primary point of escalation to management, providing real-time feedback on SLA performance and operational risks.

Compliance: Maintain 100% compliance with Data Privacy/GDPR and all relevant company privacy policies.

Process Improvement & Innovation 

Continuous Improvement: Foster a culture of innovation by driving CI ideas from team members. Act as the CI champion. Proactively identify opportunities for process optimization and lead initiatives to drive service improvements and digitalization and implement at least one major process improvement or digitalization initiatives per quarter.

Knowledge Management: Provide substantive contributions to the authoring, revision, and dissemination of Standard Operating Procedures (SOPs), knowledge base documentation, operational aids, and digital workflow platforms, ensuring rigorous adherence to a weekly update schedule.

Problem-Solving: Conduct RCA on escalated operational issues and implement tangible, long-term solutions.

Leadership and Development

• Cultivate a professional environment characterized by collaboration, innovation, and the delivery of exceptional customer service through strategic leadership.
• Inspire, support, mentor, and lead personnel regarding daily operational tasks and comprehensive performance management.
• Formulate and deliberate upon definitive performance objectives for all team members, ensuring strict alignment with organizational Objectives and Key Results (OKRs).
• Supervise and evaluate the progression and precision of work deliverables, steering operational initiatives to fulfill established metrics and providing advanced technical counsel on complex matters.
• Distinguish and supervise professional advancement opportunities within the team, executing customized development plans designed to optimize competency and operational capability.
• Execute systematic performance appraisals and subsequent follow-up evaluations in compliance with operational delivery benchmarks and corporate protocols.
• Cultivate, advance, and sustain robust professional alliances with key stakeholders, counterparts, and Human Resources partners to guarantee an exhaustive comprehension of business imperatives and support requirements.
• Responsible for recruitment, team capacity-enhancement initiatives, and professional advancement programs to ensure the maintenance of an elevated standard of team competency.

Shift: Willingness and flexibility to work on CET (Central European Time) shifts and provide ANZ coverage through slide shifts at least twice per week.

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon! 

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