Service Level Manager - HR

The Service Level Manager (SLM) Human Resources is responsible for ensuring that HR services meet the agreed-upon performance standards and align with business needs. This role involves managing service delivery, monitoring key performance indicators (KPIs), and continuously improving HR processes to enhance efficiency and employee satisfaction. The SLM acts as a bridge between HR, employees, and other stakeholders to ensure seamless service delivery.

Key Responsibilities:

1. Service Delivery & Performance Management

• Define, monitor, and manage HR service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure HR services, including recruitment, onboarding, payroll, benefits administration, and employee relations, meet agreed service standards.
• Identify service gaps, propose improvements, and implement best practices to enhance efficiency.

2. Process Improvement & Compliance

• Evaluate HR service processes and recommend automation or system enhancements.
• Ensure HR services comply with company policies, labor laws, and industry best practices.
• Collaborate with HR teams to streamline processes and improve employee experience.

3. Stakeholder & Employee Engagement

• Serve as the primary point of contact for HR service escalations, addressing concerns effectively.
• Communicate HR service expectations and performance updates to leadership and employees.
• Conduct regular meetings with HR teams, business units, and vendors to ensure smooth service delivery.

4. Data Analysis & Reporting

• Analyze HR service data to track trends, identify bottlenecks, and develop solutions.
• Generate reports on SLA performance, employee satisfaction, and HR service efficiency.
• Provide insights and recommendations based on service performance data.

5. Vendor & Technology Management

• Work with HR technology providers (HRIS, payroll systems, etc.) to ensure optimal system performance.
• Manage external HR service vendors, ensuring contract compliance and high service quality.
• Drive digital transformation efforts to enhance HR service capabilities.