Team Leader - HR Services (ECC)

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.

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