Service Delivery Manager
3 weeks ago
Role Purpose:
HR Delivery Service (Operations) Manager, is responsible for managing HR Delivery Services Processes and System Actions for HSBC Bank Egypt, including and not limited to, case management, pension policy/process, resignations and end of contract according to the Egyptian Labour Law and HSBC policies & procedures, insuring that the processes are implemented in a timely and accurate manner. In addition to being the first line of defense in mitigating risks in HR Delivery Services.
- Understand and champion the HR service delivery model
- Manage operations activities including onboarding, resignations, vendor relationship, governmental relations, etc.
- Responsible for case management; following up on SLA and maintaining customer satisfaction
- Handle different type of HR operations inquiries from internal employees through HR case management system within the agreed timelines
- Responsible for the “Third-party/ Vendor” relationship management end to end, when and if applicable
- Manage the HR Risk Agenda and ensure alignment to group risk framework, the Egyptian regulations and labor laws
- Provide External/Internal Audit support when required by ensuring that the audit process is ready whenever applicable
- Develop / Revise operations metrics, procedures for effective operations, reduced cost, increased productivity, sustainable quality etc
- Drive team towards exceeding their objectives and benchmarks
- Effective People, Process, Customer, Stakeholder management and performance level
- Ensure a seamless workplace to carry out daily operations
- Meet all SLA, Business Objectives, and Organization driven goals
- Responsible for handling escalations related to any HR operations matters
Requirements
**Required Experience and Skills**
- Minimum 5 years of HR experience in HR operations and system knowledge is required
- Understand the company specific policies and local regulations as well as the impact on process and related functions
- Good analytical and planning skills with good understanding of the business and organizational issues.
- Ability to continuously give feedback by stringently following Performance Level Agreement
- Strong customer orientation, a high standard of interpersonal sensitivity, communication and judgment skills
- Strong stakeholder management skills
- Strong people and operations management, team and performance management skills
- Change, productivity and Capacity management and planning skills
- Experience of HR systems like SAP and Success Factor
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