Deloitte Hiring for HR Services Administration – Onboarding Executive Manager at Hyderabad, Telangana Full Time

Full Job Description
The USI HR Services Administration Onboarding Manager will work closely with the USI HR Services Admin Onboarding Assistant Managers to provide local management of the teams supporting global teams.

The primary function of the role is to ensure the delivery of customer centric administration and transactional services, ensuring that service levels agreements are met, work output is of a high quality and service improvements are continuously made.

The successful candidate will be responsible for leading the HR Services Administration team for Onboarding and will be responsible for the end to end Onboarding service. The role will also require significant stakeholder management, so the ability to build and maintain strong relationships with key stakeholders and key operational teams across Deloitte is essential. The ability to effectively manage and resolve escalations and ensure mitigation actions are implemented to prevent re-occurring issues, is also a key requirement of this role.

The emphasis is to provide a consistently high level of service in order to deliver quality solutions that meet the needs of our customers.

Work you’ll do

The key responsibilities include the following:
Functional Responsibilities:
Responsible for the overall delivery of HR Administration and Transactional services processes delivered by the USI HRS Admin Onboarding team. This includes the full end to end Onboarding service including Experienced Hires, Students, Managed Contractors and TUPE’s for example.
Build and demonstrate a strong and detailed knowledge of the services offered, critical for meetings across key stakeholders including planning sessions and service reviews
Ensure that all work is delivered in line with the agreed terms and SLAs. Maintaining and managing to a plan of activity in line with stakeholder expectations. For example, planning for increased volumes in activity such as for student onboarding.
Use productivity and performance metrics to effectively manage the HR Admin resources and associated services and to identify areas for improvement. Use this insight to lead discussions with the onshore stakeholders to provide regular updates on service performance.
Drive efficient delivery the onboarding service, including day-to-day operations, reporting and handling potential issues including identification of risks and highlighting relevant mitigation recommendations.
Manage complex queries and escalations from within the USI HRS Administration teams and work collaboratively with the onshore HRS Administration teams, as required, to ensure timely resolution.
Resolve all service issues, whilst identifying long term solutions to prevent reoccurrence.
Effective resource management including resourcing appropriately for known busy periods, succession planning and identification of team training needs
Assisting in audits as necessary and ensure key cyclical activities are completed as expected.

People Management:
Responsible for coaching, mentoring and development of the USI HRS Admin team of Senior Analysts and Analysts, while directly leading the Assistant Managers.
Identify and enable training related to Technical, Industry, Professional and Leadership competencies for these professionals.

Performance Management:
Be the team leader/coach for the assigned USI HRS Admin Assistant Managers and own the overall performance coaching responsibilities for the HRS Admin team in USI.
Regularly gather performance feedback from the respective stakeholders, track/review the performance on a weekly & monthly basis and provide regular feedback to the USI Assistant Managers, and team members.
Complete regular check-ins and reviews with the USI Assistant Managers and team members in line with the USI performance management programme.
Work with the onshore stakeholders to focus on delivery against team performance metrics and team objectives.
Ensure USI HRS Admin teams are supported to deliver processes and work in a cohesive manner providing guidance and support as needed.
Ensure that the relevant USI and onshore compliance needs are adhered / completed within agreed timescales.
Ensure that all requests for leave / flexibility are approved with minimal impact on service delivery.
Comply with the USI R&R policy, processes, procedures, support in timely recognition of USI team members.
Actively manage and support the USI HRS Admin team on a day-to-day basis including providing one to one coaching, training and development, management of timekeeping, leaves/PTO, organisation of shift patterns, resource planning, hiring and ensuring service level agreements and targets are met.
Effectively manage and resolve conflict and cultivate a culture built upon respect & inclusion.

Stakeholder Management:
Always ensure regular, proactive and transparent communication with the onshore stakeholders regarding project and service updates, business as usual activities, system issues, team updates, training schedules, etc.
Take an active local lead to understand and align local strategy with that of the onshore teams & overall Firm strategy.
Keep the stakeholders apprised of changes to the USI policies and procedures relevant to them. Be responsible for building and maintaining strong relationships with stakeholders.
Actively engage with onshore HRS Admin stakeholders to fully understand impact of decisions.

Service Delivery:
Responsible for the end to end process delivery of all HRS Admin processes from USI.
Ensure that agreed processes are delivered in line with the agreed service levels and that any deviation from this standard is highlighted immediately to the local and onshore leaders outlining proposals for resolution.
Work with the USI HRS Assistant Managers to ensure work is appropriately allocated and completed in an accurate and timely manner.
Responsible for ensuring that team training is scheduled in line with process and business requirements and that process documentation is aligned to support training requirements.
Responsible for gaining an in-depth understanding of the customer requirements and expectations relating to processes delivered by the USI HRS Admin teams. As required, conduct reviews and make proposals to the leaders to prevent reoccurrences of service delivery related issues.
Identify opportunities for improvement and consult with the leaders to agree solutions utilising CSI methodology. Create and lead a culture of continuous service improvement.

Communication:
Create and lead a culture of open, proactive and transparent communication between the USI and onshore teams.
Support with the resolution of escalations and putting in place actions to mitigate future reoccurrences.
Lead team briefings and teambuilding activities.
Report and present suggested service delivery improvement recommendations including those from the USI teams for discussion with onshore leaders / stakeholders.
Proactively identify & raise potential issues related to the USI HRS Admin team for discussion with the stakeholders. Cascade and support the implementation of agreed actions with the USI HRS Assistant Managers.

Other Responsibilities:
Lead USI recruitment involving the Assistant Managers and with the recruitment team.
Ensure all requirements for new joiners are in place prior to start date.
Take responsibility for one’s own development and continuous learning relating to relevant policy, legislative and process developments ensuring that knowledge and experience is shared with the team to increase their knowledge, skill and competence within the role.
Ensure compliance with QRS first line of defence activities and appropriate Data Protection legislation at all times.

Key Requirement

Qualifications

Graduate degree
Overall 12-15 years of work experience
4-6 years of experience managing large teams
3-4 years of experience in HR services administration

Skills required

Experience of leading teams in a shared services delivery environment
The ability to build strategic relationships with internal clients and demonstrable stakeholder management skills
Strong leadership, mentoring and coaching skills
Experience in problem solving and data analysis to support service improvement
Ability to embed a strong customer centric service and collaborative culture
Management of third-party providers/offshore teams preferable
Knowledge of HR services administration
Experience of encouraging a culture of continuous service improvement
Understanding of process automation, quality framework desirable

Timings: 2 PM – 11 PM IST | Location: Hyderabad

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Requisition code: 143405