Job Title Team Leader – Service Delivery

Department TSS (Onshore) and oversee Offshore (India IBM team)

Manager’s Job Title TSS Leader

Internal Stakeholders EY Partners

BU HR

TSS Administration Team

Payroll Administration Team

Finance

Job Purpose Supervise, coordinate and manage all service delivery activities related to Core HR, Onboarding, Contact Centre, Payroll and Projects

JOB DESCRIPTION

Core HR and Service Delivery

• Plan and manage work that is submitted by the business and employees into the administration team, ensure that maximum productivity is achieved
• Supervise and coach the team with resolving complex matters
• Conduct Root Cause Analysis as and when disputes arise and escalate accordingly to leadership
• Coach team members and support them in growing their skills and experiences
• Review team’s deliverables in line with onboarding new joiners, job data changes, separations and payroll input processes – including bulk processes
• Supervise the work of the administration team onshore and offshore, to ensure adherence to quality standards, deadlines, proper procedures and correcting errors
• Engage and build relationships with stakeholders and clients to ensure that their expectations are met and generate ideas on how to improve services
• Contribute to building the reputation of the TSS Team by providing Exceptional Client Service on new projects and responsibilities
• Collaborate with TSS Team Leaders and other departments within CBS such as payroll. IT, Finance and Operations, Talent and Legal to improve processes with the aim to provide employees a seamless experience
• Compile prepare reports to assess and measure accurate employee data capturing accuracy and deliverables – 80% of the job is spent on systems and excel such as:
  • Capture and track employee data
  • Prepare and track reporting around measurement for the processing team

• Preparing monthly and adhoc reports requested by the business
• Support the payroll processes by reviewing payroll reports by the deadline
• Compile and update Core HR, Onboarding and other related processes to ensure that these remain current and relevant
• Coordinate and deliver on audit requirements as an when they occur throughout the year

Projects

• Manage and contribute to the delivery of projects as per the TSS projects plan
• Represent the team in projects both locally and globally

JOB SPECIFIC REQUIREMENTS

• Grade 12
• Relevant HR or similar qualification

Minimum Job Experience

• Minimum 3 years Supervisory, Systems, Processes experience HR Services Centre
• Exceptional Excel Skills

General Competencies

• Methodical, organised with excellent attention to detail.
• Good planning skills, able to manage own and others time in order to meet deadlines.
• Results-orientated and committed to meeting deadlines.
• Good verbal communication skills
• Diplomatic and tolerant in relaying and receiving information
• People management skills, including team goal planning and the ability to use team expertise to full advantage
• Ability to motivate others to ensure optimal service delivery
• Resilient and able to maintain a positive mind set despite setbacks and not take criticism personally
• Ability to remain calm under pressure
• Problem solving and decision making
• Change management skills
• Familiar with labour laws, people policies and procedures
• Agile and quick turnaround of deliverables

In house Systems

• People Insights reporting, HR Contact Centre (SNOW), SAP (HR) Success Factors, SAP (Finance) , SAGE/VIP and Teams Channels, Share points