HR Shared Service Center Manager
NielsenIQ
APAC/Oceania, India, Pune
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Salary
Rank
Senior Manager
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
100% in office
Functions
HR
Reports to
Level
N-3
Travel Max:
0%
Posting Date
03-31-2025
Description
The HR Shared Service Center Manager leads a dedicated team of HR professionals within the HR Shared Service Center (HR SSC), serving over 40,000 NIQ employees globally. This role is responsible for ensuring exceptional customer service across multiple communication channels. The manager oversees the timely addressing of all inquiries, ensures they are logged in the ticketing system, and provides guidance for timely and accurate resolution to customers. They manage the triaging, troubleshooting, and resolution of issues, or escalate and assign cases to the appropriate team or team member to ensure prompt assistance. As the first point of contact for customer inquiries regarding HR-related questions, the manager demonstrates a high level of support, customer service and leadership.
Key Responsibilities
- Oversee Customer Query Management: Supervise the handling of all incoming queries to the HR Shared Services Center (HR SSC), ensuring the team utilizes internal tools effectively to assist customers with their inquiries or issues.
- Manage Case Management Processes: Ensure adherence to case management guidelines, including timely customer notifications, accurate resolution, and thorough documentation.
- Handle Escalations: Oversee the escalation of time-sensitive and high-impact inquiries to Senior Specialists, supervisors, or managers as needed.
- Direct Inquiry Distribution: Supervise the response, resolution, and distribution of customer inquiries to the appropriate team or team member for resolution.
- Provide General HR Support: Ensure the team addresses and resolves general HR, payroll, benefits, and leave inquiries efficiently.
- Monitor Follow-Up Processes: Oversee follow-up on outstanding issues to ensure resolution, keeping customers informed on the status of their inquiries, and closing support cases when complete.
- Facilitate Online Navigation Assistance: Guide the team in providing online navigation assistance for customers, utilizing screen sharing to effectively identify and resolve problems.
- Ensure Data Privacy and Security: Enforce the securing, safeguarding, and confidentiality of employee information, complying with all company data privacy requirements.
- Multiple Time Zones: Manage the team’s support across multiple time zones, ensuring adherence to scheduled on-queue time during shifts, and maintaining flexibility to accommodate unanticipated events that drive volume. Ensure flexibility to support peak volume events throughout the year.
- Manage SLAs and KPIs: Monitor and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure the team meets performance targets and delivers high-quality service. Routinely analyzing trends, customer feedback to enhance overall support and customer satisfaction.
- Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and service quality. Lead initiatives to streamline workflows, reduce response times, and improve customer satisfaction.
- Collaborate with HR CoEs and Stakeholders: Work closely with HR Centers of Excellence (CoEs) and other stakeholders to provide seamless HR support and identify issues, ensuring continuous improvement in service delivery.
- Leadership Skills: Demonstrate strong leadership skills, fostering a collaborative team environment and contributing to a positive work atmosphere.
Qualification & Requirements
- Bachelor’s degree in HR, Business Administration, or related field is preferred.
- At least 5-7 years of experience in HR, with a focus on shared services or customer service roles. Experience in managing a team and handling high-volume HR transactions is crucial.
- Six Sigma Yellow or Green Belt certification is preferred.
- Workday experience is preferred.
Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
Company Profile
NielsenIQ
Industry
Information Technology Support Services
Revenue
$3.5B
Employees
30,000
Fortune 500 Rank
NA
Global 500 Rank
NA
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