HR Team Coordinator - HR Operations Service Delivery

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Roles and Responsibilities

• Be responsible for multiple teams' operational deliveries:

  • Measure end-customer satisfaction through weekly evaluation, develop action plan to mitigate any operational risks or to resolve escalated issues
  • Monitor operational performance leveraging data, facts and metrics; identify and act on any trends or problems to maintain and improve performance levels
  • Reorganize capacities / priorities if needed
  • Close follow up on case distribution / allocation

• Handle escalations and influence necessary parties

• Mentor and coach team members in daily operational questions - provide support, training

• Organize and facilitate team meetings / huddles

• Act as a back-up Team leader when necessary

• Be an advocate and a balanced communicate agent toward the team, help to engage and foster culture and mindset

Required Qualifications

• Proven experience in HR Operations (ideally in a shared service / call centre environment)

• Bachelor's degree from an accredited college or university

• Deep understanding of how operational processes work

• Proven experience of working with large teams across different regions

• Fully professional English language knowledge both verbal and written

• Good presentation / facilitation skills, being able to reconcile information, translate messages to operational tasks

Desired Characteristics

• Able to explain & interpret the "why" to Stakeholders

• Strong understanding of applied policies, procedures, supported local / country regulations, compliance expectations

• Demonstrated ownership to solve cross-functional problems

• Sharing best practice with the team, giving instructions to resolve issues

• Suggesting opportunities & root cause issues proactively, highlighting them to operations teams, initiating and driving change/ improvement

• Metrics ownership, being mindful about capacity allocation within the team

• Can serve as an escalation point of difficult issues for senior stakeholders

• Coaching- mentorship attitude

• Project management experience

• People Leader experience is a plus

Additional Information

Relocation Assistance Provided: No