HR Director at a fractional HR consultancy delivering transformation through people strategies. Collaborating with SME business leaders to drive people solutions and organizational change.
About the role
- Senior Specialist Support for HR Service Monitoring and Reporting, driving metrics and analytics for improved HR service delivery. Collaborates with HR Operations to optimize reporting capabilities in a global environment.
Responsibilities
- Develop, maintain, and continuously improve HR Service Delivery metrics, KPIs, and dashboards to support service level monitoring and reporting.
- Monitor, review, and report SLA and KPI performance in alignment with defined frequency and governance protocols.
- Design and deploy standardized formats and frequencies for service monitoring dashboards, ensuring consistency and clarity in reporting.
- Ensure timely and accurate delivery of standard and ad hoc reports across all active and hypercare countries, meeting the specific requirements of delivery teams and stakeholders.
- Collaborate with HR Operations to maintain and update the reporting requirement list, ensuring alignment with evolving business needs.
- Introduce and automate employee experience dashboards, incorporating insights from surveys (calls & AskHR) to track satisfaction and service trends.
- Analyze service delivery metrics to identify trends, gaps, and areas for continuous improvement, particularly during BAU and hypercare phases of country transformations.
- Drive the initiation and integration of new reporting capabilities for countries, CoEs, and domains such as Payroll, HRM, APAC, EMEA, and the US, based on delivery needs.
- Define and implement Workday and call metrics, integrating them into existing Tableau dashboards to enhance visibility and reporting capabilities (e.g., Q4 2025).
- Maintain the HR Operations Service Catalogue and Service Scorecard to support transparency and performance benchmarking.
- Provide comprehensive reporting support to the HR Operations & HR Operations Support teams, including QA, and continuous improvement tracking.
- Leverage Service Management expertise in areas such as Incident Management, Problem Management, Preventative Maintenance, Service Continuity, Change Management, and Smart-Reporting related to service monitoring and reporting.
- Deploy and maintain interactive Tableau dashboards for HR data visualization, including enhancements to support QA, call metrics, and employee experience analytics.
- Demonstrate strong capabilities in reporting design, creation, configuration, and automation, driving efficiency and value-focused outcomes.
- Champion a data-driven, agile, and innovative approach to reporting, with a focus on automation, value creation, and proactive problem prevention.
- Demonstrate advanced Excel skills, including proficiency in macros and automation, to support reporting needs.
- Configure and customize reports by assigning pre-delivered fields, defining scope, reporting levels, frequency, and user access in a ticketing tool.
Requirements
- Must Have: Person should be able to configure and create reports we want to generate by assigning pre-delivered reporting fields, and specifying their structure, scope, user authorization, periodicity, reporting levels, and so on.
- Experience of report configuration in a ticketing and reporting tool.
- Must Have: Person should have strong advanced excel skills and advanced excel skills (macro/ excel automation knowledge).
- Degree with focus on Human Resources or Business Administration
- Minimum 7-8 years’ experience in different HR functional areas ideally in HR generalist or HR operations or shared service reporting roles in a global environment.
- Passion for improvement to achieve higher quality, consistency, and reliability of HR service delivery through service monitoring and reporting.
- Experience with and a strong interest in HR ticketing and other data reporting / analytics tools
- Proficiency with Workday, ServiceNow or other cloud-based HR solutions
- Fluency in English reading and speaking is a must, other language. knowledge would be added advantage
- Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.
- Ability to work effectively with multicultural and virtual teams.
- Strong problem-solving and critical-thinking skills.
- Excellent communication, collaboration, and influencing skills.
- Driven by values of data accuracy, agility, automation, and innovation.
- Project and change management skills; being able to manage improvement initiatives independently under minimum guidance.
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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