Director, PE Shared Services

Key Responsibilities

Leading Shared Services

• Leadership of the largest PE team in our Hyderabad office, responsible for the day-to-day delivery of all Shared Services including employee queries, high-volume transactions, data integrity in Workday and other areas.
• Continually review the work the Shared Services team delivers by identifying, developing and delivering programs for continuous professional development and reskilling. This includes identifying training needs, providing opportunities for skill enhancement, and fostering a culture of learning and development.
• Adopt our automation and AI first philosophy when reviewing new and existing processes to develop the way we work, enhancing the employee experience, and drive efficiency in service delivery.

Driving Shared Services Evolution

• Assist the Senior Director, People Services with developing and implementing strategic plans for the Shared Services organization, ensuring alignment with the overall business strategy. Track and report performance against plans to key stakeholders.
• Create operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating productivity, quality, and customer-service standards and SLAs; contributing information and analysis to organizational strategic plans and reviews.
• Accomplish organizational goals by accepting ownership for new and different requests; exploring opportunities to add value and increase team capabilities.
• Foster a culture of continuous improvement and innovation, leveraging technology to streamline processes and improve service quality.
• Maintain professional and technical knowledge by tracking emerging trends in service center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.

Operational Delivery

• Utilize data analytics to gain insights into service delivery performance and identify areas for improvement. Develop and maintain dashboards and reports to provide visibility into key metrics and trends. This includes overseeing SLA targets and managing process improvement programs; overseeing case management systems.
• Oversee budget for the shared services function, ensuring efficient use of resources. Identify cost-saving opportunities and make recommendations for investment in new technologies or process improvements.
• Ensure that all processes and activities within the shared services function comply with relevant regulations and company policies. Identify and mitigate risks, and conduct regular audits to ensure adherence to standards.

Team Leadership

• Assure Shared Services team performance by recruiting, training and coaching while fostering an inclusive environment that emphasizes diversity and belonging. This includes setting clear objectives, defining key performance indicators, and monitoring progress towards goals.
• Clearly communicate job expectations and conduct performance assessments in line with EA’s global processes. Enforce policies and plan compensation actions to ensure fairness and equity within the team.

Qualification & Requirements

Required Skills

• Understands and exhibits “customer-first” thinking and design.
• Strong people leadership skills
• Excellent communication skills, both written and verbal.
• Experience working within a fast-paced global environment and being part of a global team
• Proven ability to creatively solve problems

Required Qualifications

• Bachelor’s Degree in HR, Business, or Operations preferred.
• 15+ years’ experience in global HR services or operations, including 10+ years in a managerial role
• 4-5 years of HRIS operations (Workday preferred) and case management solutions, (ServiceNow preferred)
• Experience in implementing AI Assistant and/or Chatbot solutions.

Benefits

No information avaiable.