Global Shared Services Team Leader

About the Company

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You'll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

About the Role

As a Global People Shared Services Team Lead at our organization, your responsibilities are leading and managing the daily operational execution and deliverables of the human resources shared function with a focus on the end to end employment life cycle. You are responsible for team engagement, and 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 employment life cycle processes to support operational efficiency and effectiveness.

Responsibilities

Service Delivery and Operational Excellence

• Life Cycle Management: Manage end-to-end employment life cycle data processes, including but not limited to talent administration (as applicable) such as interview scheduling, background check, pre-boarding, and comprehensive employee lifecycle data management processes, from onboarding, time tracking, job changes, reference, and documentation, offboarding and other relevant ensuring smooth execution and operational implementation across all systems.
• Operational Oversight: Ensure real-time data reflection regarding production and utilization. Conduct regular volume and workload assessments, oversee case management/routing, and ensure all requests are answered and closed timely according to SLA and quality standards.
• Subject Matter Expertise: Serve as the functional Subject Matter Expert (SME) and the primary point of escalation for the team, proactively resolving intricate inquiries, technical and non-technical challenges, and process bottlenecks, while ensuring real-time status updates and transparent communication within members.
• Performance & SLA Management: Monitor team utilization to ensure consistent adherence to Service Level Agreements (SLAs) and Quality Standards and Customer Satisfaction.
• Training & Knowledge Transfer: Formulate, establish, and maintain structured training methodologies—encompassing live instructional sessions, foundational onboarding programs, operational briefings, process evaluations in alignment with Training and Quality Team. Responsible for ongoing professional development for established and novel procedures—to govern individual professional development strategies.
• Stakeholder Management: Responsible for driving daily operational alignment, managing workflows, and proactively addressing process issues or concerns with onshore partners. Collaborates closely with diverse stakeholders to ensure seamless operational delivery and maintain strong professional relationships.

Operational Excellence & Reporting

• Performance Management: Maintain and meet the standard target of accuracy and efficiency rate for both personal and team-wide output.
• Issue Resolution: Own and discuss issue logs with onshore partners, providing tangible actions and resolutions on a regular basis. Ensure all unknowns are clarified within one business day, for critical matters.
• Data Analysis: Maintain, update and revise as needed the monitoring tools, trackers, and reports to derive actionable insights. Regularly analyze assigned workstream data to support operational decision-making.
• Data Analysis & Reporting: Prepare, review, and perform gap analysis on status reports, using insights to drive operational efficiency and workload management.
• Quality Assurance: Govern quality assurance and service delivery standards by cultivating cross-functional collaboration to consistently achieve or surpass established Service Level Agreements (SLAs), stakeholder management objectives, and organizational key performance indicators or objective key results. Conduct weekly spot checks, perform Root Cause Analysis (RCA) on quality issues, and implement corrective action plans. Maintain consistent accuracy and efficiency across all individual and team-wide work outputs.
• Communication: Serve as the primary point of escalation to management, providing real-time feedback on SLA performance and operational risks.
• Compliance: Maintain 100% compliance with Data Privacy/GDPR and all relevant company privacy policies.

Process Improvement & Innovation

• Continuous Improvement: Foster a culture of innovation by driving CI ideas from team members. Act as the CI champion. Proactively identify opportunities for process optimization and lead initiatives to drive service improvements and digitalization and implement at least one major process improvement or digitalization initiatives per quarter.
• Knowledge Management: Provide substantive contributions to the authoring, revision, and dissemination of Standard Operating Procedures (SOPs), knowledge base documentation, operational aids, and digital workflow platforms, ensuring rigorous adherence to a weekly update schedule.
• Problem-Solving: Conduct RCA on escalated operational issues and implement tangible, long-term solutions.

Leadership and Development

• Cultivate a professional environment characterized by collaboration, innovation, and the delivery of exceptional customer service through strategic leadership.
• Inspire, support, mentor, and lead personnel regarding daily operational tasks and comprehensive performance management.
• Formulate and deliberate upon definitive performance objectives for all team members, ensuring strict alignment with organizational Objectives and Key Results (OKRs).
• Supervise and evaluate the progression and precision of work deliverables, steering operational initiatives to fulfill established metrics and providing advanced technical counsel on complex matters.
• Distinguish and supervise professional advancement opportunities within the team, executing customized development plans designed to optimize competency and operational capability.
• Execute systematic performance appraisals and subsequent follow-up evaluations in compliance with operational delivery benchmarks and corporate protocols.
• Cultivate, advance, and sustain robust professional alliances with key stakeholders, counterparts, and Human Resources partners to guarantee an exhaustive comprehension of business imperatives and support requirements.
• Responsible for recruitment, team capacity-enhancement initiatives, and professional advancement programs to ensure the maintenance of an elevated standard of team competency.

Qualifications

• Bachelor's Degree in Human Resource Management, Psychology, or any related course to establish a strong foundational knowledge of human resources and organizational psychology principles.
• Have at least 5 years of experience leading and managing a team in a shared services industry, with a proven track record of serving global