Job Purpose

Develop and administer HR Administration/Shared Services processes to deliver best in class HR services, products and systems in line with business needs, HR Shared Services plans, service quality standards and budgets.

Differentiator

Subject matter expert who applies advanced knowledge of job area typically obtained through advanced education and work experience.
Manage projects / processes, working independently with limited supervision.
Problems faced are difficult and sometimes complex.
Focal point to address interdependencies with all parties (i.e. internal and external).

Key Tasks

Define and execute plans including metrics for own area in line with overall HR Administration/Shared Services strategy.
Ensure inquiries are distributed and resolved efficiently through appropriate systems and escalation process.
Conduct regular audits to ensure responses are accurate, professional and aligned with organizational guidelines.
Identify areas of improvement in processes and workflows to enhance service quality.
Address complex or sensitive issues escalated by team members and ensure proper resolution.
Generate ideas and review existing HR services, products, processes, and tools to meet current/future needs, improve service delivery quality and streamline processes and services.
Maintain reports on service levels, trends and team performance.
Ensure employee data and issues are handled in compliance with Company policies and data protection regulations.

Stakeholders

Collaborate with stakeholders to resolve employee issues/inquiries effectively.
Provide technical guidance to Line Managers and Employees.
Build strong, trusting cross-functional relationships with DHL Managers.

Management Responsibility

Supervise and coach a team of HR representatives handling employee inquiries.
Ensure policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
Setting goals and objectives for team members for achievement of operational results.

Skills

Coaching and mentoring
Conflict resolution
Knowledge in HR policies and procedures
Performance Management
Compliance awareness
Customer Relationship Management
Stakeholder Engagement
Service quality focus - Influencing, Feedback, Presentation & Storytelling, Facilitation
Cross-functional coordination.

Qualifications & Key Requirements

Education Level

Bachelor's Degree
HR Certification

Experience Level

More than 5 years experience.
Exposure with relevant key aspects of HR processes including Talent, C&B, ER / IR, etc.
Team Leadership Small/medium size teams.
Experience in HR Shared Services tools.
Business understanding.
Worked in a Global or Regional HR Shared Services function, handling inquiries across multiple countries.
Proven experience in building and maintaining relationships.

Team Leader, Retail (Support)

Team Leader - HR Services (ECC) (Successor Identified)

Team Leader