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 HRTSS 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.
