Director - HR Shared Services, India

Ref#: 20222

Function: Human Resources

Location: India, Hyderabad

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As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. #LI-POST

The opportunity:

A strategic and hands on role providing leadership to the HR Shared Services teams (Tier 1, Tier 2 and Global HRSS) in India. The Indian HRSS team acts as a central point for employees and people leaders on HR matters related to hire-to-retire transactions, policies, practices and procedures, supporting 2,000 + employees across India and providing processing support (Global HRSS team) to standard global processes i.e reimbursements to 12,000+ global employees.

The HRSS operating model supports a two-tiered approach; Tier 1 provides front line support for all inbound queries and issues from OpenText employees. Tier 2 is a specialised tier including Payroll Specialists and Global Mobility Specialists. It is expected that both Tiers expand to support future growth and business requirements, including the inclusion of new specialist roles.

You are great at:

In-region HR & Service Provision
Part of the Global HR Operations leadership team collaborating together to set the strategic direction for the Global HR Operations delivery teams designing and building a best in class, customer service oriented HR service delivery centre

Part of the regional cross functional HR leadership team - working together to deliver against the combined regional HR mandate. Has a high level of regional knowledge and experience

Working in partnership with the cross functional HR team, oversees the development, documentation and enhancement of the region’s HR policies, procedures and processes ensuring timely and accurate processing. Ensuring global standards are maintained and regional variances are only implemented when absolutely necessary

This role is accountable for ensuring the region and service partners operate in accordance with applicable compliance standards, policies, procedures and service level agreements

Continuous Improvements
Working closely with the regional leads and the Global HR Operations Excellence lead to identify, prioritise and operationalize continuous process improvement efforts, regional M&A activity, strategic initiatives and governance & compliance programs

Service Delivery Excellence
Responsible for delivering a high-quality employee experience, cultivating a culture of customer service and building relationships with key stakeholders across HR and the business

Ensures employee/manager tickets are addressed in a timely and professional manner at all times. Leverages the ITSM ticketing data to make recommendations for areas of improvement

In partnership with the Global HR Operations leadership team, defining and meeting service level agreements, and measuring and driving operational and performance requirements through the creation and analysis of Key Performance Indicators (KPI’s)

In partnership with the Senior Manager, HR Operations Excellence, builds an environment of continuous learning and improvement. Implementing practices to ensure team members have up to date knowledge, are provided with regular and timely feedback and are held accountable for high quality work

Communication advocate for HR Operations in the region

Sharing operational metrics with relevant stakeholders

Regular and insightful communications with the broader HR team and the employee base

What it takes:

~ 14 years’ of directly related work experience in a HRSS environment capacity, providing direct support to front-line employees and people leaders

Ability to work in a high growth, fast-paced environment requiring agility to meet changes in business demand

Must have experience of managing payroll. Experience with Payroll partners such as Ascent or ADP

Strong Business Acumen with experience working as part of a large global organization. Experience in the technology sector is an asset

Excellent organizational, planning and time management skills. Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, organize time and resources to deliver consistent results for the business and bring initiatives to successful completion

Strong leadership capabilities with proven ability to foster an environment of positive employee engagement and trust

Excellent verbal and written communication with a proven ability to influence and build relationship in a diverse environment

High degree of business ethics and transparency

Proven strong leadership skills with experience of effectively coaching, developing high performing teams in a customer service environment

Strong analytical skills; solid decision making capabilities coupled with the ability to analyse situations and provide practical recommendations

Strong technical aptitude; advanced skills and knowledge of Microsoft Office to include: Word, Excel and PowerPoint. Good understanding of HR systems and their application to advance efficiency of operations; including HR ticketing solutions, SAP on premise and SuccessFactors

Must be able to operate under minimal supervision with judgment for independent actions

Must convey a high level of personal integrity and a passion for excellence

Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behaviour or related field. HR professional accreditation preferred

Fluent in English

International travel as required

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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