Human Resources Supervisor, Service Excellence

HOW YOU WILL THRIVE AND CREATE AN IMPACT:

• Lead and manage the Service Excellence team, focusing on the quality and efficiency of HR service delivery.

• Develop and implement strategies to improve customer satisfaction and operational excellence within the HR Shared Services Center.

• Monitor service delivery metrics and key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.

• Collaborate with HR functions, including Talent Acquisition, Learning and Development, and Compensation and Benefits, to ensure cohesive service delivery.

• Drive the implementation of service delivery models, such as tiered support and self-service portals, to enhance user experience.

• Facilitate training and development programs for the Service Excellence team to ensure high competency levels and knowledge of HR policies and procedures.

• Manage complex service delivery issues and escalations, providing timely and effective resolutions.

• Foster a culture of continuous improvement by encouraging innovation and the adoption of best practices in HR service delivery.

• Liaise with IT and HRIS teams to optimize the use of technology in improving service delivery processes.

• Prepare and present reports on service delivery performance, customer feedback, and improvement initiatives.

• Participate in cross-functional projects and initiatives to support overall HR and organizational goals.

EXPERIENCE:

Education: Bachelor's degree in Human Resources, Business Administration, or a related field.

Experience: Minimum of 5 years of experience in HR service delivery, with at least 2 years in a supervisory or leadership role preferred.

• Proven track record of improving service delivery and customer satisfaction in an HR setting.

• Strong understanding of HR processes, policies, and regulations.

• Experience with HR Information Systems (HRIS) and customer service platforms.

• Exceptional leadership, communication, and interpersonal skills.

• Analytical mindset with the ability to interpret data and metrics.

• Ability to manage multiple priorities in a fast-paced and dynamic environment.

• Commitment to providing high-quality service to internal and external customers.

• Experience with process improvement methodologies and project management is highly desirable.

• High proficiency in English language both written and spoken

• Proficiency in other regional language desirable

SKILLS AND COMPETENCIES:

• Strong leadership and management skills.

• Excellent communication and interpersonal skills.

• Analytical and problem-solving abilities.

• Knowledge of local labor laws and regulations.

• Ability to work in a fast-paced and dynamic environment.

• Collaboration

• Continuous Learning

• Creativity

• Critical Thinking

• Data Literacy

• Digital Literacy

• Emotional Intelligence

• Flexibility

• Leadership

• Time Management

OTHER

• Shift: 7:00am - 4:00pm Coimbatore
• All positions will follow current in-office requirements, specific to the office location.
• Relocation support and packages are not being offered for positions at this time.
• Applicants must be legally authorized to work within the country that the position is based. Visa support is not being offered at this time.
• The salary for these positions will be determined based on the market rates for the location in which the role is based.