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HRO Service Delivery Manager

Job Category:

Human Resource

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

The main requirement of the role is to lead & develop a strategic long-term relationship with our Client by setting up the delivery center from scratch, transition, deliver & drive forward high-quality services within the HR Shared Service center covering Employee Contact Center and HR Administration. The role involves managing the contract effectively including operations, transitions, finance and providing leadership. Lead and motivate multi-functional and multilingual teams in a complex environment to deliver under high-pressure situations.

In addition to ensuring that all contractual SLAs and KPIs are kept according to schedule, the role will also be future-focused. This will provide an opportunity for creative thinking and solution design and will involve managing the transition of new scope as we constantly look for ways to shape, simplify and sustain services.

General Responsibilities / Accountabilities:
  • The job holder will lead the Delivery Center and responsible for overall Service Delivery within the HRSSC
  • The main purpose of the role is to help develop a long-term, strategic relationship with our Client by delivering and driving forward high-quality services within the area of Employee Contact Center and HR Administration
  • Ensure seamless transitions of all the processes being transitioned into the Delivery Center. Closely work with the Transition team & Key client stakeholders to timely address and resolve any transition issues
  • The role involves managing the contract effectively on a daily basis including operations, transition, finance and providing leadership in order to provide the Client with a high-quality service
  • Ensure that all targets and deadlines described in KPIs and SLAs are met according to contract & Client’s expectations
  • Drive transformation initiatives in collaboration with the key stakeholders with a special focus towards end-user Customer Satisfaction
  • Develop a strong working relationship with key client stakeholders at the Regional/Global level and proactively address their needs
  • Drive best practices sharing sessions amongst the teams to augment delivery 
  • Develop a strong BCP & DR plan to minimize any business disruption
  • Manage employee retention, turnover and recruitment processes for the delivery center
  • Accurately forecasts and manages costs & profitability for the project
  • Bachelor degree
  • Very good command of spoken and written English
  • Should have 10+ years of experience in managing delivery in HRO scope including contact center (phone, email, chat), currently handling a team size of over 50 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 a demanding environment
  • Project management skills
  • Should possess strong analytical skills
  • Experience in the transition of HRO projects 
  • Must be flexible to work in shifts