HR Services Manager

Job description / Role

This role is intended to break bulk (where needed) for the HR Enablement Leader, with primary responsibility for managing the overall relationship with HR services in line with the agreed governance process. Works closely with HR services, the Region Talent Team and the business to ensure consistency of user experience, client satisfaction, timeliness and responsiveness of service, quality of service, and efficiency of delivery etc. Responsible for identifying any areas of improvement in overall operating model or as part of specific, processes and working with the HR Continuous Improvement Analyst and the respective talent function to enable improvements.

Provides service quality, implements change to drive ‘best in class’ and develops, assesses and review HR Services, inclusive of HRCC, GHRS and Reporting across the MENA Region to deliver an exceptional experience to the business. This role is also responsible for strict policy implementation.

Overseeing a team to provide support and direction for general HR queries; implementing an escalation model, standardized approach, materials, tracking system and ‘point to contact’ services. Closely collaborates with other CBS functions is key to the success of the team, along with Partnering closely with Talent Consultants and broader HR Enablement.

Key Responsibilities

Transition of services

• Support the HR Enablement Leader in defining and agreeing on services to be transitioned to HR Services
• Help prepare the Region Talent Team for transition of activities into HR Services
• Work with talent function SMRs to provide support and guidance (may include knowledge transfer) to HR services to enable effective transition of global process
• Support transition plans and activities, including change management, as services are moved to HR Services
• Support setting up of contact centre operations; provide relevant training, guidance and knowledge transfer for effective operations
• Provide ongoing oversight on contact centre activities; take appropriate action on any escalated issues
• Conduct maintenance and timely update of knowledge base (articles and database) to enable effective service delivery

HR Shared Services delivery oversight

• Act as the primary liaison for HR Services Manager and as first point of contact for risks and issues; escalate where necessary
• Drive the agreed governance between the Region and HR Services as per defined service level agreements
• Communicate business and talent team feedback to HR Services. Work with HR Services to understand the impact of business strategy and operational feedback on delivery of HR operations
• Track and monitor customer satisfaction with HR service delivery and understand any other customer expectations
• Monitor delivery of services against the service measurement framework and work together with HR Services to ensure timely and quality execution of services and resolve issues
• Inform HR Services on key region / country information (e.g., changes in volumes, out-of-cycle projects, key calendar events and be the “eyes and ears” of how services are perceived) and inform the Region / country on key information received from HR Services (e.g., service measurements, operational matters)
• Escalate any issues with PSS/GSS service delivery to HR Services

Continuous improvement

• Works closely with other talent function leaders to identify improvement opportunities in the overall operating model or in delivery of specific talent processes and activities into that Region from HR services; support performance improvement initiatives as required
• Review any areas for changes in scope of agreed services between the Region Talent Team and HR services

Team management

• Manage, coach and develop the HRSS team
• Drive close relationships with the Talent Consultants, HR Enablement Team and the business to ensure integrated CBS support
• Collaborate with colleagues from other regions to share knowledge, ideas and successes
• Effectively work with shared services to enable greater efficiencies and quality of service
• Broadly support the HR Enablement Team, providing guidance and direction to reach our strategic priorities

Innovation and change

• Support the efficiency and expansion of the HRSS function by identifying activities to outsource
• Lead the centralization and continuous improvement of our HRSS process and policy across the region
• Embed global technology as appropriate in to our processes and where required/approved build and utilize technology to streamline our processes

Capabilities / Skills

• As per capability toolkit

Requirements

• Extensive HR Generalist experience with an element of focus on HR shared services/operations
• Knowledge of HR systems
• Experience with employee relations
• Experience in delivering HR related continuous improvement and change management projects
• Experience working cross border / virtually is preferred
• Experience in metrics reporting and analysis; utilization and ROI preferred
• Experience in working within a diverse environment is preferred

About the Company

EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information about how EY collects and uses personal data and a description of the rights individuals have under data protection legislation are available on our site.

The MENA practice of EY has been operating in the region since 1923. For over 95 years, we have grown to over 7,500 people united across 21 offices and 16 countries, sharing the same values and an unwavering commitment to quality. As an organization, we continue to develop outstanding leaders who deliver exceptional services to our clients and who contribute to our communities. We are proud of our accomplishments over the years, reaffirming our position as the largest and most established professional services organization in the region