Global Group People Services Team Lead - (India/New Delhi/Gurugram)

The People Services team are a critical part of ERM’s global people operating model. This team work with HR Operations teams to deliver HR transactions and people administration services which support employees and managers throughout the employment lifecycle.  

The people services team deliver transactional support which encompasses all areas of HR administration including recruitment and onboarding, contractual amendments, benefits, payroll, and compliance activities. They respond to people process and policies queries, ensure people data is accurate and well maintained, and that a timely and professional service is provided to support the business.   

This role is People Services team Lead; they will manage a team of HR administrators and other specialist people roles, to ensure effective service delivery as well as provide leadership and coaching to the Associate team members on their day-to-day activities. They will work collaboratively and effectively with HR operations teams, ensuring accurate, timely and efficient delivery of services. The Lead supports the team in resolving escalations and developing and enhancing processes and ways of working. In addition, the Lead responsibilities include helping recruit, onboard/train, and operationally manage People Services Team Administrators.

Key Accountabilities & Responsibilities

The key responsibilities of this role will include but are not limited to:

• Provide engaging and effective management to People Services Administrators
• Onboard, train and develop a high performing team, including maintaining team engagement and cohesiveness, and creating a positive working culture, and supporting performance issues when required
• Partner with HR Operations teams to manage workflows and achieve service goals by ensuring services are delivered in an accurate and timely manner
• Support HR Ops leads and regional people team managers to ensure the ManageEngine mailbox is sufficiently cleared. This includes:
  • highlighting any tickets which are past their SLA
  • delegating tasks/tickets
  • supporting the team with tickets
• Regularly review work activities to ensure completion of work meets stakeholder expectations
• Resolve outstanding issues by escalating to HR Ops leadership or Service Centre leadership
• Enhance, develop and document processes and ways of working; including ensuring the knowledge assets and guides are complete and up to date
• Meet team performance KPIs
• Ensure compliance to ERM policies and procedures
• Working in collaboration with core business functions including Payroll, Global Mobility, Finance, and Recruitment
• Help deliver the work of the team during busy periods, or to support delivery of complex transactions

Influence And Decision Making Authority

• Responsibility for maintaining data integrity and high level of confidentiality
• Ensure processes and data management conform to relevant legislation, including data security and immigration controls
• Suggest process enhancements to optimise efficiency and effectiveness
• Prioritisation of team activities and workflows

Job Requirements & Capabilities

Qualifications:

• Bachelor’s degree in human resources, Business Administration, or a related field.
• Master's degree or MBA in HR or related field (preferred).
• Five to eight years of team management, and people services activities (professional services experience preferred)
• Minimum of 2 years previous experience working in an HR Administrator/Coordinator role, preferably within a professional services company and/or Shared Service environment.
• Experience with HR systems and technologies (e.g., Workday, SAP HR)

Job specific capabilities/skills:

• Ability to build and maintain a high performing and engaged team
• Ability to communicate effectively and professionally with both internal and external customers, across all levels and functions
• Ability to work with minimal direction and in a highly collaborative manner to meet required deadlines and perform all necessary tasks
• Strong organizational skills and attention to detail to prioritize tasks effectively and complete them accurately
• Highly motivated with strong work ethic to own and drive tasks to full resolution
• Strong customer service focus and commitment to delivering exceptional customer service
• Cultural sensitivity and ability to work effectively with diverse teams.
• Ability to work independently as well as part of a large team based in various locations
• Strong attention to detail
• Ability to deal with information in a discreet, professional and confidential manner
• Ability to effectively multi-task and meet deadlines
• Ability to flex to cover 2nd shift
• In-office during onboarding, then transition to hybrid (2-3 days/week)