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Flutter Dublin 161121 C

HR Operations Team Lead

  • Hyderabad, India
  • Full time 40 hours
  • Permanent
HR Operations Team Lead

Title : HR Operations Team Leader

Role Summary

We are seeking a HR Operations Team Lead to join our People Services team in our new shared capability centre (HSCC) based in Hyderabad integrating into our broader, Global Operating Model.​

This role will be an integral part of the Group HR Operations team,  accountable for a team of Support Partners delivering core HR transactional support and query management support  through the Workday solution. ​

Working closely with the Global Virtual Hub Manager, this role will identify opportunities for continuous improvement within People Services, whilst ensuring agreed upon KPIs and SLAs are met as agreed with key business stakeholders. ​

Key Responsibilities

  • Lead a team of HR Operations Support Partners who are responsible for managing customer queries end-to-end, processing Workday transactions, and managing mass data uploads where applicable.​
  • Drive excellence to ensure team deliver market leading employee experience​
  • Provide operational support and insight in the development of the HR Service Management framework.​
  • Work closely with counterparts to ensure support partners are assigned and adequately resourced to provide support to different employee populations. ​
  • Ensure any significant issues or risks to the HR service delivery are identified and promptly escalated to senior members of the Global Virtual Hub team. ​
  • Support the implementation of new or improved HR procedures, structures, solutions and processes that deliver continuous improvement to the Global HR CX service solution.​
  • Manage escalations and issues arising from team activity​
  • Bring forward query escalations and trends from specific markets to the Global HR Virtual Hub management team, to identify opportunities to reduce escalations and improve service delivery.​
  • Ensure agreed KPIs and metrics are achieved within your team ensuring business requirements are met.​
  • Review team’s performance on a regular basis, conducting Monthly 1on1s using real time data to identify key issues and predict future challenges and trends.​
  • Work in an agile way to support other teams as needed during periods of peak activity.​
  • Analyse workflow data and translate findings into additional trainings, as needed. ​
  • Drive innovative HR solutions and process improvements in the team.​
  • Ability to drive and leads any program or change management related projects ​
  • Acts as an SME for customers, teams and vendors​

Skills & Experience

  • Demonstrated experience taking ownership of HR administration services and transactional activities in a global organisation - federated organisations a plus.​
  • Extensive experience working within global HR Operations teams with understanding of the day-to-day operational processes.​
  • Exposure to HR case management tools preferred.​
  • Previous experience working within an HR enterprise system processing employee lifecycle-related transactions.​
  • Ability to monitor KPIs to measure service quality in-order to drive continuously improved operational excellence.​
  • Team player with strong people management skills; able to support the day to day running of an HR Global Virtual Hub team.​
  • Excellent written communication skills.​
  • Analytical mindset with ability to identify and solve problems as required.​
  • Bachelor’s degree Must . Team player with minimum 3+ years of Team and People Management experience. ​
  • Must be able to work in 24/7 environment ( night, rotational shifts and Overtime as per the business requirement) .​
  • Excellent organizational and interpersonal skills ​
  • Excellent knowledge on MS office tools is a plus ​

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Flutter Dublin 161121