The People Services Manager leads and oversees the delivery of efficient, accurate, and effective services of the People Services team to all employees in the organization. He/She ensures the delivery of high-quality HR support, including HR administration, employee data management, employee inquiries, and HR process improvement initiatives.
Key Duties and Responsibilities
Service Delivery & Operations
- Oversees the end-to-end HR service delivery process, ensuring timely and accurate resolution of employee inquiries, requests, and concerns.
- Monitors service level agreements (SLAs) and key performance indicators (KPIs) to ensure service excellence.
- Continuously evaluates and improves HR service delivery, identifying opportunities for automation, process optimization, and cost savings.
- Collaborates with HR Business Partners to address complex employee issues and escalations.
- Maintains a thorough understanding of HR policies & procedures, and country-specific labor laws to ensure compliance in all interactions.
- Presents regular reports on HR People Services metrics, service level agreements (SLAs), and data analysis to identify areas for improvement, monitor key performance indicators (KPIs), and provide insights to HR leadership and other stakeholders.
Process Optimization and Change Management
- Develops and implements standardized and documented HR processes and procedures to streamline operations and enhance efficiency.
- Continuously assesses and improves HR processes to enhance the efficiency and effectiveness of People Services operations.
- Implements best practices, automation, and technology solutions to streamline processes and reduce manual effort.
- Leads change management and communication efforts related to HR process improvements, system implementations, and organizational changes.
Employee Data Management
- Oversees the accurate, secure, and confidential management and maintenance of employee data, ensuring compliance with data protection regulations and internal data privacy policies.
- Develops and implements employee data governance practices to maintain data accuracy and integrity.
