HR Shared Services Team Lead

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Overview

As a Shared Services Team Lead at our organization, your responsibilities are leading and managing the daily operational execution and deliverable of the human resources shared function with focus in the employment life cycle, from attraction, hiring, development, retention, data/HRIS management and offboarding processes. You are responsible for team engagement, 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.

Job Description

Service Delivery

• Responsible for talent/onboarding/employee lifecycle data management process and implementation.
• Responsible for the daily operational function such as but not limited to case management, distribution, assessment of related processes/requests.
• Responsible and ensures quality and efficiency of own work deliverables related to the function on a daily basis.
• Act as the subject matter expert/escalation for the team and clarify their process related queries.
• Support building the training plan, live training, in-training, follow up training of new and existing procedures.

• Support in hiring and building the team competency and capability.

• Contribute to developing, updating, distributing the standard operating procedures and tools specific to the discipline.
• Manages the delivery of high quality services and ensuring the team is working together to meet service delivery and service quality expectations
• Manage team’s utilization, work work planning and task distribution and accomplishments.
• Participate in preparing and evaluating the HR related reports on workload management, service level agreement (SLA) achievement including quality and process efficiency.
• Responsible for submission and coordination of status report(s), as necessary

• Contribute to process/continuous improvements initiatives.

• Perform other related tasks that may be required from time to time.

Leadership/People/Relationship Management

• Lead, and promote culture of teamwork, innovation and excellence in customer service

• Motivate, support, coach and guide team members in daily operations and performance
• Discuss performance objectives for all team members in accordance to the company OKR
• Monitors and reviews progress and accuracy of work, directs efforts towards achieving agreed performance metrics and provides technical guidance on complex issues.
• Identify and manage opportunities for development across the team and implement development plans to grow people competency and capability.
• Conducts periodic appraisal and required follow up in accordance to the work delivery and output, following the policies of the company.
• Build, Develop and maintain effective working relationships with counterparts/stakeholders and HR partners to ensure a thorough understanding of the business and its support requirements.

Qualifications:

• Bachelor’s Degree in Human Resource Management, Psychology or any related course.

• Have at least 3 years’ experience leading a team in a shared services industry serving global business/shared services.
• In-depth knowledge and experience in Talent/Onboarding, Employment Life Cycle Data Management.

• Expert of HR processes, systems and tools within the various stages of the employee lifecycle.

• Has proven skills in managing, understanding, execution of ATS/Hiring/ERP systems and tools, database functionality and reporting.
• Knowledge and understanding on performance and quality metrics, goals and service level implementation and assessment.
• Experience working in a multicultural environment, experience in shared services environment is an advantage
• Demonstrated ability to manage stakeholder relationships across diverse geographies/location and business area

Competencies:

• Proficient in Workday and/or any relevant ATS/Hiring/ERP system.

• Has excellent knowledge and experience in Microsoft office systems and tools (ie. excel, word)

• Has experience in data reporting and analytics.

• Strong problem solving, relationship building, communications and conflict management skills.
• Proven organizational skills with ability to prioritize in a timely and efficient manner
• Structured, accurate, systematic and committed to deliver within deadlines.
• Ability to work independently, knows importance of achieving results through team work and delegation
• Has the ability to take initiative and make sound judgment and decisions within applicable scope, procedures and guidelines.
• Demonstrated knowledge of systems, processes and procedures relevant to the work scope.
• Result oriented mind-set and with ability to show leadership in challenging situations.

• Excellent oral and written communication skills in English

Work set-up requirement:

• Able to work hybrid

• Able to work PST/EST / CET, whichever is applicable

• Able to work PH Holiday when necessary

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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