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What You Should Know About This Job
About McDonald's :
One of the world's largest employers with locations in more than 100 countries, McDonald's Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.
Job Description :
McDonald's has an exciting opportunity for a Senior Manager, Delivery Service Delivery Specialist (Core HR, Talent, and Total Rewards role based in our India Global Business Services Office. You will be responsible for overseeing the successful delivery of comprehensive support to staff and crew delivered by the Scaled Services team by acting as a center for inquiries, issue resolution, and knowledge dissemination.
The candidate is expected to reside in India.
Responsibilities :
In addition to following McDonald's policies and procedures, principal accountabilities include, but are not limited to :
Collaboration & Partnership :
Partner with Scaled Services Contact Center to maintain understanding of issues and direct paths to resolution, analyzing symptoms, logs and data to resolve issues related to Core HR, Talent Management, Talent Attraction, and Total RewardsServe as a liaison between the Scaled Services Tier 2 Delivery Team and, GBS PEX Delivery Towers and other relevant teams, addressing cross-functional dependenciesPerformance Monitoring & Quality Control :
Monitor the performance management for Scaled Services Tier 2 employees, identifying barriers to success and participate in service delivery quality control sessionsOversee the development and management of KPI and performance metrics to benchmark self-service assets and plan performance improvements where neededService Excellence & Feedback Management :
Ensure high-quality self- and concierge services to employees, demonstrating exceptional customer service and effectively addressing their needs and inquiriesAnalyze and understand feedback from Scaled Services Tier 2 Delivery customers and stakeholders, communicating findings to Scaled Services teamServe as a subject matter expert, staying informed of the latest industry trends to influence asset improvements and overall employee experienceQualifications
Basic Qualifications :
Degree in Human Resources, Business Administration, Organizational Development, or related field; advanced degree preferredExperience working in Human Resources, Employee Experience, or Service DeliveryExperience operating in large, multi-national corporations in a highly matrixed, complex structureExperience working across many countries and culturesUnderstands the needs and challenges of global leadersStrong analytical and problem-solving skills, with the ability to interpret data and make informed decisionsFirst hand experience working for HR outsourcing provider in their career companies.Extensive experience collaborating with and leading global teams across various regionsExpert in driving cross-functional initiatives, ensuring organizational objectives are met seamlesslyDemonstrated ability to operate as a people manager, leading diverse, complex teams, fostering a culture of innovation and collaboration across global marketsPreferred Qualifications :
Service Delivery Expertise & SkillsContact centre delivery expertise and skills, working with third party providers specific to HR contact center environmentTechnical knowledge in areas of employee experience or service deliveryExcellent analytical, problem-solving, and data-analysis skillsAbility to write well and communicate effectively across all layers of the organizationKnowledge of HR compliance and data privacy regulationsStrong business acumenOpen to learning new systems and processesExceptional communication (verbal and written) and interpersonal skillsPositive attitude and a willingness to learn; self-starterStrong ability to influence others; able to build and drive a strong business case for people as a growth driverContinuous improvement and growth mindset