Service Delivery Manager - Human Resources

Role Purpose:

HR Delivery Service (Operations) Manager, is responsible for managing HR
Delivery Services Processes and System Actions for HSBC Bank Egypt, including
and not limited to, case management, pension policy/process, resignations and
end of contract according to the Egyptian Labour Law and HSBC policies &
procedures, insuring that the processes are implemented in a timely and
accurate manner. In addition to being the first line of defense in mitigating
risks in HR Delivery Services.

• Understand and champion the HR service delivery model


• Manage operations activities including onboarding, resignations, vendor relationship, governmental relations, etc.


• Responsible for case management; following up on SLA and maintaining customer satisfaction


• Handle different type of HR operations inquiries from internal employees through HR case management system within the agreed timelines


• Responsible for the "Third-party/ Vendor" relationship management end to end, when and if applicable


• Manage the HR Risk Agenda and ensure alignment to group risk framework, the Egyptian regulations and labor laws


• Provide External/Internal Audit support when required by ensuring that the audit process is ready whenever applicable


• Develop / Revise operations metrics, procedures for effective operations, reduced cost, increased productivity, sustainable quality etc


• Drive team towards exceeding their objectives and benchmarks


• Effective People, Process, Customer, Stakeholder management and performance level


• Ensure a seamless workplace to carry out daily operations


• Meet all SLA, Business Objectives, and Organization driven goals


• Responsible for handling escalations related to any HR operations matters
  Requirements
  Required Experience and Skills


• Minimum ‎5 years of HR experience in HR operations and system knowledge is required


• Understand the company specific policies and local regulations as well as the impact on process and related functions


• Good analytical and planning skills with good understanding of the business and organizational issues.


• Ability to continuously give feedback by stringently following Performance Level Agreement


• Strong customer orientation, a high standard of interpersonal sensitivity, communication and judgment skills


• Strong stakeholder management skills


• Strong people and operations management, team and performance management skills


• Change, productivity and Capacity management and planning skills


• Experience of HR systems like SAP and Success Factor