Team Lead, Employee Shared Services

Job Summary

The Team Lead is a full-time role responsible for overseeing departmental administration, coaching, technical training, and supporting associates in the Employee Shared Services department. This role requires judgment, initiative, and problem-solving skills. The Team Lead addresses daily service issues, collaborates with management, ensures safety, and provides training. The focus is on meeting customer satisfaction goals by coordinating employee efforts and ensuring procedural consistency. This is an onsite role with shift timings from 6 PM to 3 AM, located in GERA, Kharadi, Pune.

Key Responsibilities

• Act as a communication link between associates and supervisors.
• Assign and delegate tasks effectively.
• Coach associates to maintain and improve service levels.
• Share knowledge and address queries about systems and tasks.
• Stay updated on system enhancements and service features.
• Assist associates in resolving work-related challenges.
• Take ownership of associate concerns to achieve customer satisfaction.
• Provide solutions to departmental issues.
• Manage and prioritize workflows to meet deadlines.
• Escalate issues requiring management attention.
• Identify and implement process improvements.
• Monitor quality and status reports, ensuring corrective measures.
• Regularly review processes to maximize efficiency.
• Conduct audits, address discrepancies, and implement corrective actions.
• Maintain the dashboard and ensure the team meets all KPIs.

Required Skill Set

• Advanced proficiency in Microsoft Excel.
• Strong professional and effective communication skills.
• Ability to multitask and perform effectively under pressure.
• Proven ability to foster teamwork and collaboration.
• Capability to work independently and exercise sound judgment.
• Adaptability to change and willingness to take on additional duties.

Prerequisites

• Preferred experience in Human Resources (HR) or as qualified HR personnel.
• Preferred knowledge of Background Verification processes.
• Basic understanding of HR systems (myHR, MTC, and Workday).
• Basic understanding of the UPS Performance Management Cycle.