Assistant Manager / Deputy Manager - GHRSS

OVERVIEW

We are looking for an experienced Assistant Manager / Deputy Manager – GHRSS to oversee the day-to-day operations of HR Operations/HR Support.

This role is responsible for managing a team of HR Associates and SMEs, ensuring efficient and effective delivery of HR services, and driving continuous improvement across HR operations.

The role will also ensure that local and supporting-country HR policies, processes, and compliance requirements are adhered to, including participation in internal and external audits.

RESPONSIBILITIES

Team Management

• Recruit, hire, onboard, and train a team of HR Representatives.
• Provide ongoing coaching, mentoring, and professional development to team members.
• Manage performance reviews, evaluations, and performance improvement initiatives.
• Motivate and inspire the team to achieve high levels of performance and service delivery.
• Foster a collaborative and high-performing team environment.

Operational Management

• Develop and implement policies, procedures, and service standards for HR Support.
• Monitor and analyze key performance indicators (KPIs) to assess team and department performance.
• Identify operational gaps and implement improvements to enhance efficiency and effectiveness.
• Allocate resources based on business priorities, workload, and peak seasons.
• Ensure consistent and timely delivery of HR support services.
• Manage operational escalations and ensure appropriate resolution.

Customer Service

• Ensure the HR Support team provides excellent service to employees and applicants.
• Develop and implement strategies to improve customer satisfaction and overall employee experience.
• Handle and resolve escalated customer complaints, concerns, and complex HR-related issues.
• Maintain strong relationships with internal and external stakeholders.

Process Improvement & Project Management

• Continuously review and improve HR processes, workflows, and systems.
• Identify opportunities for automation and technology enablement within HR operations.
• Collaborate with other HR functions to streamline processes and reduce redundancies.
• Lead and support HR projects and process transformation initiatives.
• Apply project management methodologies to ensure projects are delivered within agreed timelines and requirements.
• Identify opportunities to improve operational efficiency through process optimization, Lean/Six Sigma, and other continuous improvement methodologies.

Compliance & Audit

• Ensure compliance with relevant HR policies, procedures, laws, regulations, and supporting-country requirements.
• Conduct regular audits and process reviews to identify and address compliance risks.
• Ensure proper documentation and adherence to established controls and procedures.
• Participate in internal and external audits and coordinate with relevant stakeholders to address audit findings.
• Maintain a strong understanding of HR policies, procedures, controls, and best practices.

SKILLS & COMPETENCIES

• Leadership: Ability to lead, inspire, coach, and motivate teams to achieve high performance.
• Strategic Thinking: Ability to develop and implement strategies and long-term improvement initiatives.
• Customer Service: Strong commitment to delivering excellent customer service and employee experience.
• Problem-Solving: Ability to identify, analyze, and resolve complex operational and HR-related issues.
• Communication: Excellent verbal and written communication skills with the ability to work with stakeholders at all levels.
• Stakeholder Management: Ability to work effectively with onshore and offshore teams and cross-functional stakeholders.
• Project Management: Proven experience managing projects, preferably in a fast-paced and global environment.
• Process Improvement: Knowledge of process optimization, automation, Lean, Six Sigma, or similar methodologies is an advantage.
• Technology: Experience with HR technology, HRIS, workflow tools, or other HR systems is preferred.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Excellent organizational and time-management skills with the ability to effectively prioritize multiple tasks and deliverables.

QUALIFICATIONS

• Bachelor's degree in Business Management, Human Resources, Business Administration, or a related field.
• 10+ years of relevant professional experience, preferably in HR Operations, HR Shared Services, HR Support, or a related environment.
• Proven experience in project management is required.
• Experience managing teams, preferably in a shared services, BPO, global HR, or multinational environment.
• Strong experience in HR operations, service delivery, and process management.
• Experience working with onshore and offshore teams and stakeholders across different levels.
• Knowledge of Project Management, Lean, or Six Sigma is an added advantage.
• Experience with HR Technology/HRIS is preferred.
• Strong understanding of HR policies, procedures, compliance, and best practices.
• Willingness to work in a fast-paced environment and support business requirements as needed.