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 employ ee 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
- Bachelor's Degree
- HR Certification
- 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.
