Team Leader - ECC

Job Purpose

Develop and administer HR Administration/Shared Services processes to deliver best in class HR services, products and systems in line with business needs, HR Shared Services plans, service quality standards and budgets.

Differentiator

• Subject matter expert who applies advanced knowledge of job area typically obtained through advanced education and work experience.
• Manage projects / processes, working independently with limited supervision.
• Problems faced are difficult and sometimes complex.
• Focal point to address interdependencies with all parties (i.e. internal and external).

Key Tasks

• Define and execute plans including metrics for own area in line with overall HR Administration/Shared Services strategy.
• Ensure inquiries are distributed and resolved efficiently through appropriate systems and escalation process.
• Conduct regular audits to ensure responses are accurate, professional and aligned with organizational guidelines.
• Identify areas of improvement in processes and workflows to enhance service quality.
• Address complex or sensitive issues escalated by team members and ensure proper resolution.
• Generate ideas and review existing HR services, products, processes, and tools to meet current/future needs, improve service delivery quality and streamline processes and services.
• Maintain reports on service levels, trends and team performance.
• Ensure employee data and issues are handled in compliance with Company policies and data protection regulations.

Stakeholders

• Collaborate with stakeholders to resolve employee issues/inquiries effectively.
• Provide technical guidance to Line Managers and Employees.
• Build strong, trusting cross-functional relationships with DHL Managers.

Management Responsibility

• Supervise and coach a team of HR representatives handling employee inquiries.
• Ensure policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
• Setting goals and objectives for team members for achievement of operational results.

Skills

• Coaching and mentoring
• Conflict resolution
• Knowledge in HR policies and procedures
• Performance Management
• Compliance awareness
• Customer Relationship Management
• Stakeholder Engagement
• Service quality focus - Influencing, Feedback, Presentation & Storytelling, Facilitation
• Cross-functional coordination.

Qualifications & Key Requirements

Education Level

• Bachelor’s Degree
• HR Certification

Experience Level

• More than 5 years’ experience.
• Exposure with relevant key aspects of HR processes including Talent, C&B, ER / IR, etc.
• Team Leadership – Small/medium size teams.
• Experience in HR Shared Services tools.
• Business understanding.
• Worked in a Global or Regional HR Shared Services function, handling inquiries across multiple countries.
• Proven experience in building and maintaining relationships.