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Employee Service Desk and HR Administration – Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Overview:

A global leader in consulting, technology services and digital transformation, the company is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms.

Client Industry:


Job Description and Qualification:

Role Overview:

The purpose of the role is to transition & deliver high quality services within the area of Employee Contact Center and HR Administration, and to play an active role within the Integrated HR Shared Services Team. The role involves managing the service delivery effectively on a daily basis and providing leadership in order to provide the Client with a high-quality service. Developing teams and employees, creating a motivating environment and providing employees with coaching and leadership support are also important aspects.

General Responsibilities / Accountabilities:

  • Ensure that all deliverables for the project are created, approved and updated on an ongoing basis (during the transition and run phase of the project)
  • Ensure that all targets and deadlines described in KPIs and SLAs are met according to Client’s expectations
  • Manage relationship with key regional SMEs/Counterparts and develop a strong partnership
  • Ensure that transitions and change management are delivered according to standard and methodology
  • Assigns priorities for operations and services delivered to the Client
  • Assures sufficient resources to perform operations for the Client for transition and delivery phases
  • Ensure a seamless global ‘one team’ approach when delivering services in conjunction with Client’s HR Shared Services team members and with other delivery centers
  • Act as Level 2 escalation contact and ensure issues are resolved in a timely manner
  • Leads and motivates multi-functional and multi-language teams in a complex environment
  • Monitor & drive the productivity improvement within the team
  • Plays a role model to influence other individuals behavior and professional development
  • Encourages co-operative team-working across the business
  • Takes care of quality improvements

Core Requirements/Qualifications:

  • Bachelor degree
  • Very good command of spoken and written English
  • Should have over 7+ years of experience in managing delivery in Service Desk and HRO scope, currently handling a team size of 20+ FTEs preferably for a global client
  • Advanced knowledge of service delivery and people management
  • Process management and improvements skills
  • Able to work on multiple tasks in demanding environment
  • Project management skills