Global Service Manager – HR Administration
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Job Description
Global Service Manager coordinating HR administrative services across multiple countries and supporting client relationships within HSP Group.
Responsibilities:
- Create Project Plans, onboarding/transition plans, RAIDS logs, and SteerCo reports.
- Forecast onboarding and Go Live dates to ensure services are launched on time and within budget.
- Liaise with local HSP experts and service providers, maintaining strong relationships and open communication.
- Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.
- Provide excellent customer-centric service.
- Act as an ‘Account Manager to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.
- Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.
- Adhere to SLAs in terms of responsiveness and quality where applicable.
- Update and maintain BAU related systems ensuring data accuracy and timeliness.
- Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).
- Monitor Calendars to ensure Customers and LSPs meet all deadlines.
- Update a regional and/or service line-specific knowledge base.
- Provide feedback on team processes and other business improvement initiatives.
- Actively train and onboard team members on Implementation or BAU related activities.
- Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.
- Track and forecast pre-defined key account metrics.
- Support operational projects and contribute to the ongoing development and scaling of the HR Administration function.
- Perform additional duties as assigned
Requirements:
- 4-6 years minimum experience HR Administration, HR Operations, People Operations, EOR, or related operational service delivery environments.
- Experience managing onboarding and employee lifecycle administration activities across multiple countries or regions.
- Strong project coordination and stakeholder management experience.
- Experience working directly with customers and external partners in a service delivery environment.
- Very strong English communication skills, both written and verbal.
- Proficiency in a second language is a plus.
- Experience in flexible working/work from home.
- Excellent analytical and problem-solving skills.
- Project management experience, mainly with Payroll implementations.
- Account Management experience.
- Proficiency in Microsoft suite – Word, Excel, PowerPoint, Visio, etc.
- Experience with a HRIS, CRM system (Microsoft 365, Salesforce) is a plus
Benefits:
- Flexible work arrangements
- Professional development opportunities
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