Team Lead – HR Shared Services

METRO Global Solution Center IN; Pune District; On-site; INR 1,400,000 - 1,900,000; Full time

Job summary

Metro Global Solution Center (MGSC) seeks a seasoned HR Shared Services Lead to supervise and coach a 10+ member regional team, ensure compliant, timely responses to employee inquiries, and maintain SOPs with strong data accuracy. The role collaborates with cross-functional groups to optimize HR processes and deliverables.

The ideal candidate has 8–10 years in HR operations, with 4+ years in leadership, and hands-on experience with Oracle/SAP HR systems.

Qualifications

• 8–10 years of HR transactional/operational experience.
• 4+ years leading a team of 7–10 staff.
• Experience in HR Shared Services supporting EU.
• Proficiency with Oracle and SAP HR systems.
• Excellent communication across levels.
• Strong data entry and data change quality review.

Responsibilities

• Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision and mentoring to ensure high-quality service delivery.
• Manage and resolve complex employee inquiries from multiple channels, ensuring timely, compliant resolution per SLAs.
• Oversee administrative support for all HR processes with adherence to SLAs and compliance.
• Monitor transaction volumes, team workload, and case resolution metrics; share updates in HRSS meetings.
• Coordinate with internal HR teams and cross-functional departments for seamless service delivery.
• Maintain SOPs and process maps across HR activities.
• Develop KPIs and SLAs with HR leaders to drive efficiency.
• Prepare performance trend reports; highlight gaps and improvement recommendations.
• Conduct quality checks to validate data accuracy and compliance.
• Provide ongoing coaching to team members to foster improvement.
• Act as primary contact for HR stakeholders to ensure alignment on expectations.
• Manage escalations and identify root causes with preventive actions.
• Contribute to larger HR projects and transformation initiatives.
• Drive standardized, improved ways of working across the HRSS team.

Skills

Team leadership

Stakeholder communication

Data analysis

HR processes

Quality audits

Problem solving

Adaptability

Customer service

Education

HR/Business degree

Tools

Oracle HR

SAP HR

Microsoft Office

Job description

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €30 Billion international wholesaler with operations in 30 countries through 632 stores & a team of 91,000 people globally. Metro operates in a further 10 countries with its Food Service Distribution (FSD) business and it is thus active in a total of 34 countries.

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business, Strategy, Branding operations support to 30 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

Website: https://www.metro-gsc.in

Company Size: 600-650

Headquarters: Pune, Maharashtra, India

Type: Privately Held

Inception: 2011

Job Description

• Lead a regional HR Shared Services delivery team of 10+ members, providing day-to-day supervision, coaching, and mentoring to ensure high-quality and consistent service delivery.
• Manage and resolve complex employee inquiries received through multiple channels (e.g., ServiceNow, HR Portal), ensuring timely and compliant resolution aligned with SLAs.
• Oversee and ensure efficient administrative support for all HR processes, while maintaining adherence to SLAs and internal compliance standards.
• Monitor and manage transaction volumes, team workload, and case resolution metrics, sharing regular performance updates during HRSS service delivery meetings with stakeholders.
• Coordinate with internal HR teams and cross-functional departments to ensure seamless service delivery and support across all operational touchpoints.
• Ensure Standard Operating Procedures (SOPs) and process maps are consistently maintained, updated, and adhered to across all HR activities.
• Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team in collaboration with HR and business leaders to drive operational efficiency.
• Prepare and present performance trend reports, highlighting key insights, service gaps, and recommendations for improvement to HR leadership.
• Conduct regular quality checks and audits to validate data accuracy, compliance, and adherence to standard processes.
• Provide ongoing support, feedback, and performance development to team members, fostering a culture of continuous improvement and accountability.
• Act as the primary point of contact for HR stakeholders, building and maintaining strong relationships to ensure transparency and alignment on expectations.
• Proactively manage and resolve escalations, ensuring compliance standards are met and trends are analyzed to identify root causes and implement preventive solutions.
• Contribute to and lead larger HR projects or initiatives as required, supporting transformation, technology implementation, or service optimization efforts.
• Drive consistency in ways of working, ensuring standardized processes are implemented and continuously improved across the HRSS team.

Here Are The Desired Skills And Experience…

• Experience, preferably in a HR Shared Services function supporting European Union
• Should have at least 4 years of experience leading/managing a team of at least 7-10 employees
• Considerable experience in a HR Shared Services or HR Operations function
• Proficiency in data entry and maintenance in HR systems like Oracle and SAP.
• Excellent communication skills with the ability to articulate at all levels
• Experience in performing quality review of completed personnel and organizational data change actions
• Strong experience of enabling tools including in depth knowledge of Microsoft products. Skilled in analysis and reports.
• Adaptability to new technologies and regional complexities
• Exceptional customer service and collaboration skills

Qualifications

Graduate or Postgraduate with 8 - 10 years of experience in HR transactional and operational services.