HR Delivery Centre Manager

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As an integral part of the KPMG team, Business Enablement provides valued, responsive and cost-effective services enabling the business to have the right focus on our clients, our markets, our people and our communities. We embrace a “How can I help you” service culture to meet the needs and priorities of our business. The HR Delivery Centre is part of the National HR structure.

The Human Resources Delivery Centre (HRDC) provides a streamlined delivery of standardized transactional, operational, and consultative services using a scalable shared service model, to deliver process and time efficiencies while ensuring compliance.

Operations Management:

• Supervise the work and quality performed by the HRDC – , working with established operational systems (i.e. Standard Operating Procedures (SOPs), and in line with set Key Performance Indicators (KPIs).
• Identify opportunities for automation resource utilization to streamline HR operations and contribute to service delivery optimization .
• Support change initiatives related to service delivery optimization, ensuring smooth transitions and minimal disruption and communicate changes effectively to the HRDC team and stakeholders, addressing any concerns or resistance.

Handling Inquiries and Correspondence:

• Act as the first point of escalation for both HRDC EXL and onshore teams - provided guidance to delivery efficient and accurate support surrounding National HR policy and program process or procedure questions.
• Address routine questions directly, while escalating complex or contentious matters to HRDC Leadership as needed

Centre of Excellence (COE)/Stakeholder Relationship Management:

• Contribute to the management of partnering relationships with colleagues across COEs, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.

Continuous Improvement:

• Review existing operations and implement innovation processes to generate new ideas and ensure continuous improvement are delivered to optimize work processes.

Insights and Reporting:

• Prepare, review and coordinate the completion of various data and analytics reports, measuring the quality and KPIs of the work performed by the HRDC Offshore team and identify areas for improvement. Present regular reports on service delivery performed to senior management.

Document Management/Preparation and Policies/Procedures Development:

• Create and update all HRDC Offshore Standard Operating Procedures (SOPs), compliant with Firm policies and procedures. Implement communication protocols to facilitate smooth information flow within the team and with stakeholders.

• Bachelor’s degree in HR or related field.
• Excellent written and verbal communication skills.
• 2–3 years’ experience leading teams that deliver HR services or operational support, ideally within a shared services, delivery centre or HR consulting environment
• Leadership and Team Management: strong leadership skills managing a team, providing mentorship and fostering a culture of continuous improvement in a Team Lead or Manager capacity
• Demonstrated ability to learn and follow detailed business processes with accuracy and attention to detail.
• Strong organizational skills and an ability to prioritize work based on requirements of multiple stakeholders.
• HR Operations
  
  Experience:
  
  solid foundation in HR operations, including managing various HR…