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At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.
As a Shared Services Team Lead at our organization, your responsibilities are leading and managing the daily operational execution and deliverables of the human resources shared function with a focus on the employment life cycle, from attraction, hiring, development, retention, data/HRIS management and offboarding processes. You are responsible for team engagement, and performing efficient and quality deliverables.
You'll collaborate with respective stakeholders to enhance the employee experience, maintain confidentiality, and contribute to overall team goals. Additionally, you'll handle your own tasks and ad-hoc tasks related to talent/onboarding/data management administration processes to support operational efficiency and effectiveness.
Service Delivery
Operational Oversight: Manage the daily execution of talent, onboarding, and employee lifecycle data processes, ensuring all case management and task distributions are handled efficiently.
Service Quality & SLAs: Guarantee high-quality service delivery by monitoring team utilization, workload management, and the consistent achievement of Service Level Agreements (SLAs).
Subject Matter Expertise: Serve as the primary point of contact for process escalations, providing clarity on complex queries and acting as a technical mentor for the team.
Training & Development: Lead the creation and delivery of training plans for new and existing procedures, while supporting the hiring and competency-building of team members.
Process Standardization: Drive the development and maintenance of Standard Operating Procedures (SOPs) and tools to ensure consistency across the HR function.
Reporting & Analytics: Prepare and evaluate HR performance reports, status updates, and workload metrics to identify areas for continuous improvement and process efficiency.
Leadership/People/Relationship Management
Performance Leadership: Drive a culture of excellence by setting performance objectives aligned with company OKRs and conducting periodic appraisals to ensure accountability.
Team Mentorship & Coaching: Actively motivate and guide team members through daily operations, providing technical direction on complex issues to ensure work accuracy.
Talent Development: Identify growth opportunities within the team and implement structured development plans to enhance overall competency and capability.
Strategic Stakeholder Management: Build and maintain strong professional relationships with HR partners and business stakeholders to align support services with evolving business needs.
Operational Monitoring: Review progress against agreed-upon performance metrics, directing team efforts to ensure high-quality output and operational efficiency.
Culture & Innovation: Lead by example to promote a collaborative environment that prioritizes teamwork, continuous innovation, and superior customer service.
Leadership & Shared Services Expertise: Requires a Bachelor’s degree and 3+ years of experience leading teams within a global shared services or fast-paced startup environment, specifically managing multicultural stakeholders.
End-to-End Lifecycle Mastery: Deep functional knowledge of Talent Acquisition, Onboarding, and Employee Data Management, with a proven ability to manage complex HR processes across the entire employee lifecycle.
Technical Proficiency: Expert-level command of Workday (or similar ERP/ATS systems) and Microsoft Office, with a strong focus on database functionality and data-driven reporting.
Performance & SLA Management: Demonstrated ability to implement, assess, and exceed service level agreements (SLAs) through rigorous quality metrics and workload optimization.
Strategic Problem Solving: Strong capacity for independent decision-making, conflict management, and systematic organization to handle multiple high-priority projects simultaneously.
Communication & Collaboration: Excellent English communication skills used to build cross-geographical relationships and foster a result-oriented culture through effective delegation.
Shift: Flexibility and willingness to cover EST shift (US support), and amenable to work during holidays and weekends.
The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!
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