Metro Global Solution Center - Team Lead - HR Shared ServicesMETRO Business Solution Center • Pune,Maharashtra, India
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Metro Global Solution Center - Team Lead - HR Shared Services
METRO Business Solution Center • Pune,Maharashtra, India
30+ days ago
Job descriptionMetro Global Solution Center (MGSC) is internal solution partner for METRO, a - 30 Billion international wholesaler with operations in 30 countries through 632 stores & a team of 91,000 people globally. Metro operates in a further 10 countries with its Food Service Distribution (FSD) business and it is thus active in a total of 34 countries. MGSC, location wise is present in Pune (India), Dsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business, Strategy, Branding operations support to 30 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow's standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers. Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery. Manage and resolve complex employee inquiries received through multiple channels (e. , ServiceNow, HR Portal), ensuring timely and compliant resolution aligned with SLAs. Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards. Monitor and manage transaction volumes, team workload, and case resolution metrics, sharing regular performance updates during HRSS service delivery meetings with stakeholders. Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints. Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities. Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency. Prepare and present performance trend reports, highlighting key insights, service gaps, and recommendations for improvement to HR leadership. Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes. Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability. Act as the primary point of contact for HR stakeholders, building and maintaining strong relationships to ensure transparency and alignment on expectations. Proactively manage and resolve escalations, ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions. Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.
(ref : iimjobs.com)
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Team Lead • Pune,Maharashtra, India
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