HR Administration Lead

Purpose of the Role

To manage the performance (service, productivity and quality) of the HR Administration team delivering day to day customer service to all employees and managers. Provide high quality and consistent advice and support in a cost effective and efficient way, to positively impact on customer effectiveness, efficiency and confidence.  To supervise the administration of the end to end HR transactional activities associated with the employment cycle.  To actively engage in the continuous improvement of the HR operations.

Work together with various team leads in coordinating the overall activities, operation, performance & talent management, process & system improvement and compliance of the HR Administration function.

Key Responsibilities 

• Coordinate and manage all HR Administration related operational activities to achieve target key performance indicators and service levels targets.
• Provide functional expertise and support to the Specialists/HR Administrators for resolution of issues. 
• Ensure all relevant daily HR operations are consistent and compliant with country / company rules (statutory and non-statutory) and management standards by having an understanding of the local laws and regulations, company policies and employment guidelines.
• Manage the implementation and service transition of relevant HRA function from HR Operations. Ensure all transition activities, reference document and change communication are executed prior to go live.
• Establish effective working relationships with the Specialists/HR Administrators and build relationships with the wider group within the HR function, focusing on customer service by responding to service requests, providing support and attending to ongoing issues in a professional manner.
• Track and monitor issues / problems and ensure that customers are contacted with updates and resolutions.
• Manage and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback for performance improvement.
• Maintain transparent communication channel with HR Director and Specialists/HR Administrators by summarizing and reporting on operational updates and issues to HRD for support, staff planning and development.
• Conduct regular data cleansing exercise to maintain data accuracy.
• Support the wider team with any adhoc projects (if any).
• Serve as the first point of escalation for all HR Administration team queries, ensuring timely resolution of tickets within the established SLAs:
  • Maintain a common and professional customer service image and attitude and ensure that the Specialists/HR Administrators are responsive to incoming calls / emails, issue documentation, first-tier identification / resolution and escalation
  • Establish and manage communications / escalations, as necessary, to various functional teams to ensure that issues are resolved within the severity guidelines and customers are contacted with updates and resolutions.

Knowledge, Skills + Experience

• Minimum of 5 years of HR Admin experience preferably in shared service or outsourcing environment
• Experience or familiar working with Dayforce or any other HRMS system
• Experience managing people and developing others
• Good customer-service skills
• Preferably with experience processing outsourced HR for different countries.
• Experience working in large, diverse teams.
• Project implementation experience would be advantageous
• Highly meticulous

Competencies

• Innovation: Thinks creatively to ensure business goals are achieved and take actions to develop innovative solutions.  Employees may need to find genuinely novel approaches to reduce costs, change working practices and processes, as well as to develop new opportunities.
• Results and Data Focused: Ensuring you are a finisher as well as a starter; it involves measuring and monitoring progress, making decisions based on data. 
• Team Player: Commitment to the organizations’/ departments’ common goal, a focus on what is best for the business rather than what suits the individual.  It involves communicating, sharing and supporting and it goes much further than meeting others halfway, it is about putting effort into building good working relationships, taking the initiative when others are slow and not being put off by negative responses.