Senior Lead / HR Service Delivery Partner

Job Description

We’re AtkinsRéalis, a world class Engineering Services and Nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services company dedicated to engineering a better future for our planet and its people. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors.

News and information are available at www.atkinsrealis.com or follow us on LinkedIn. 

Our teams take great pride in delivering some of the world’s most prestigious projects. This success is driven by our talented people, whose diverse perspectives, expertise, and knowledge set us apart. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.

When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer’.

Purpose of This Role:

• The Service Delivery Manager heads up the Service Delivery Team for India, focusing on delivering an outstanding HR customer experience and operational support in partnership with the People Hub team in India.
  • Ensures HR service excellence for the transactions and tasks carried out by the Service Delivery team
  • Strategic oversight and managerial responsibilities
  • Drives continuous improvement
  • Custodian to provide insights based on analysis of trends and patterns.
• The Service Delivery Manager collaborates closely with the People Hub team leadership and other global HR teams to ensure high-quality HR operations and service delivery for India.
• Additionally, the Service Delivery Manager will play a key role in integrating technology such as ServiceNow to process tasks and requests, enabling tracking, reporting, and operational efficiency.

KRAs:

• Team leadership
• Operational Excellence
• Reporting
• Service Delivery
• Systems Enhancement
• Leadership Insights

Responsibilities:

Custodian of HR Operations Processes:

• Tier 2 case management: Monitor HR case management (Tier 2) to ensure complex issues are addressed or escalated appropriately.
• Manage Service delivery team: Supervise the HR Operations team across all HR administration aspects, acting as the first point of contact for internal and external customers.
• Encourage Self-service: Support resolution of self-service HR system issues by collaborating with the People Hub team for timely and error-free process completion.
• Partner with HR, business leaders, and COEs to ensure the seamless execution of people interventions and drive cyclical people processes.
• Oversee the integration of HR administration with COEs and ensure workflows utilize technology optimally.

Employee Experience & Engagement:

• Improve customer experience: Collaborate with the HR community and People Experience Partners to enhance employee and customer experience.
• Address gaps in service delivery: Ensure uniformity in delivering people processes, addressing HR challenges proactively based on identified gaps.
• Collaborate with People Hub: Facilitate optimal employee experience by aligning Service Delivery with People Hub and Site HR Operations.

Standardization & Efficiency:

• Standard operating procedures: Develop standard operating procedures and service standards, ensuring consistent and high-quality HR service delivery.
• Standardization of processes: Drive standardization in the execution of HR policies and processes, ensuring compliance and governance.
• Continuous process improvement: Continuously evaluate existing processes to identify opportunities for improvement and automation.

Team Leadership & Development:

• Lead and oversee the HR Operations team to deliver high-quality services: Identify ways to improve performance.
• Supervise the deployment of HR Advisors: Allocate team tasks to maximize bandwidth of the team and align with business and HR priorities.
• Support and coach: Develop the skills of advisors on HR Service Delivery, employee engagement, action planning, and HR systems.
• Escalation point: Review and advise on complex issues, managing risks and ensuring timely resolutions.

Data Insights, HR Systems and Reporting:

• Collaborate with the data and analytics lead to leverage workforce data for insights, identifying trends to support decision-making on employee engagement, retention, and process improvement.
• Will be the custodian to provide insights based on analysis of trends and patterns.
• Gather insights based on the analysis of trends and patterns, offering actionable recommendations to the business.
• Will act as a Thought leader and enabler driving change underpinned by Data Insights.
• HR systems: Oversee the implementation, training, and maintenance of HR systems.

Project Management:

• Lead operational projects: Ensure the design, monitoring, and improvement of HRLT-agreed initiatives.
• Identify and address bottlenecks to improve the organization's operational agenda.
• Serve as the custodian for operational tasks transitioning to People Hub (PH) and support the transition process effectively.

Candidate Requirements:

• 7+ years of experience in HR operations or service delivery, with a minimum of 3 years in a leadership role.
• Strong leadership and coaching skills, with a proven track record of managing teams in HR operations environments.
• Experience working with HR Shared Services (People Hub) and managing service delivery in collaboration with offshore teams.
• Solid understanding of HR operations, data analysis, and governance, with a focus on continuous improvement and service excellence.
• Ability to take the initiative and to manage multiple projects and lead cross-functional initiatives while maintaining a focus on operational improvement. Ability to adapt to changing requirements.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders across different levels.

What We Can Offer You:

• Varied, interesting and meaningful work.
• A hybrid working environment with flexibility and great opportunities.
• Opportunities for training and, as the team grows, career progression or sideways moves.
• An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.

Why work for AtkinsRéalis?

We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual’s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.

Meeting Your Needs:

To help you get the most out of life in and outside of work, we offer employees ‘Total Reward’.
Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we’ll discuss any adjustments you might need.

Additional Information:

We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.

We care about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

Link: Equality, diversity & inclusion | Atkins India (atkinsrealis.com)

Worker Type

Job Type

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.