- LocationEgypt
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IndustryChemicals
A Well-established company in the chemical industry is looking forward to hire a Head of Hire to Retire Service Delivery, with 6 - 8 years of experience in Shared Services. Someone with proven leadership and team management skills, particularly in HR Shared Services, demonstrating the ability to develop and execute strategic plans for this function. A comprehensive understanding of HR processes, policies, and operational best practices, coupled with an understanding of local labor laws and regulations, is essential. The candidate should also showcase expertise in process optimization, leveraging analytical skills to identify areas for improvement to enhance service delivery quality.
- Service delivery management: Ensure high-quality delivery of HR services across the employee cycle (incl. Talent Management, Performance, Rewards & Mobility, Learning & Development, Data, Reporting & Analytics, Time & Payroll). Monitor service levels, identify areas for improvement, and implement changes to enhance the service delivery.
- Process management & optimization: Operationalize and optimize HR processes and procedures within and across the service levels and ensure they are compliant with applicable laws and regulations. Monitor operational processes and identify opportunities for improvement, standardization, and automation.
- Data management & reporting: Oversee accurate and timely HR data management, ensuring data integrity and confidentiality. Generate and analyze reports to inform decision-making and improve HR processes.
- Team management & leadership: Manage the HR shared services team of ~25 with 5 direct reports, to ensure efficiency across all services, as well as lead, coach, train, and develop a high-performing team to ensure high quality service delivery and customer satisfaction. Manage and distribute the workload across the team to ensure KPIs are met.
- Collaboration: Work with CoE Heads, Strategic HR Business Partners, Country HR Partners, and other (cross-functional) stakeholders to deliver, continuously improve, and enhance the HR service delivery and employee experience, e.g., by addressing inquiries, resolving issues, managing customer feedback, as well as implementing initiatives.
- Performance against Service Level Agreements (SLAs) for various HR services (e.g., percentage of services delivered within timelines)
- Cost efficiency of HR services (e.g., calculating the cost per transaction or per employee served)
- Query Resolution Time (e.g., average time taken to resolve HR-related queries and issues. This can include response times for emails, tickets, or phone calls)
- Data Accuracy (e.g., accuracy and completeness of employee data by measuring the rate of errors in HR records and data management processes.)
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
- Team Productivity, Performance and Engagement Scores