HR Service Delivery Delivery Team Lead

Provide operational coverage to WH and EH where needed, having oversight over the operations of the internal WFRD Helpdesk team, supervising quality, capability and capacity planning and management, SLAs and KPIs.

• Have joint oversight (with WH and EH Leads) over the operations led by Helpdesk vendors (TCS and Accenture), with focus on evaluating vendor QC processes, quality of SOPs, vendor knowledge management processes etc. and drive continuous improvement via monitoring corrective and preventive action implementations and supporting automation initiatives.
• Support initiatives to migrate new activities into shared services.

Operations Management
Be the point of contact for WFRD WSC Director (Finance & Accounting) who oversees the WFRD Contract with TCS, providing HRSS Delivery inputs, SLA reports and leverage central tools and capabilities for continuous improvement
Monitor and report Helpdesk Service Level Agreements to WFRD WSC Director (monthly, QBR reports) and lead any reviews of SLAs as needed.
Provide covering support to EH and WH leads in executing their operational responsibilities including:
Ensure operations are compliant with internal controls and auditing standards. Manage priorities of helpdesk operations to ensure consistent support and efficiency of services.
Evaluate the month-on-month workload and team utilization (internal and external helpdesk teams) and drive maximum utilization, addressing capacity issues or workload imbalance.
Manage any agent quality issues with Helpdesk vendors.
Support migration of new work, working with internal and external stakeholders to establish new services
Lead the implementation of continuous improvement projects, working with vendors to ensure corrective and preventive actions identified in monthly SLA reviews are properly implemented and closed.
Lead or support helpdesk automation / AI projects projects, providing benefits realization such as time & cost savings (capacity release)
Lead knowledge management initiatives, developing knowledge articles for helpdesk services, partnering with WFRD CoEs and HRBPs to enhance knowledge articles for employees and managers
Establish and maintain a strong operating rhythm with the Helpdesk teams (internal and external), HR stakeholders, vendors and WFRD team responsible for maintaining TCS contract.

Migration of New Work to Helpdesk
Support migration of new work, working with internal and external stakeholders to establish new services
Lead the implementation of continuous improvement projects, working with vendors to ensure corrective and preventive actions identified in monthly SLA reviews are properly implemented and closed.
Lead or support helpdesk automation / AI projects projects, providing benefits realization such as time & cost savings (capacity release)
Lead knowledge management initiatives, developing knowledge articles for helpdesk services, partnering with WFRD CoEs and HRBPs to enhance knowledge articles for employees and managers
Establish and maintain a strong operating rhythm with the Helpdesk teams (internal and external), HR stakeholders, vendors and WFRD team responsible for maintaining TCS contract.
Continuous Improvement & Knowledge Management
Lead the implementation of continuous improvement projects, working with vendors to ensure corrective and preventive actions identified in monthly SLA reviews are properly implemented and closed.
Lead or support helpdesk automation / AI projects projects, providing benefits realization such as time & cost savings (capacity release)
Lead knowledge management initiatives, developing knowledge articles for helpdesk services, partnering with WFRD CoEs and HRBPs to enhance knowledge articles for employees and managers
Stakeholder Management:
~ Establish and maintain a strong operating rhythm with the Helpdesk teams (internal and external), HR stakeholders, vendors and WFRD team responsible for maintaining TCS contract.

Bachelor's degree in business administration or similar social disciplines.
Minimum 10 years of managerial experience in HR Service Delivery Management roles. Alternatively, have strong HR Operations and Business Partnering experience across employee life cycle.
Ability to identify and drive process improvements and well as the day-to-day operations.
Demonstrated experience of managing through change.
Proficiency in HR Information Systems, particularly Oracle HCM or similar platforms, with a focus on leveraging technology to enhance service delivery.

Service mindset with demonstrated ability to leverage strong consultative and partnering skills
Ability to build trust and strong partnerships with the HR and Business Leaders, and employees at various levels.