HR Service Delivery Services

Capgemini; Aguascalientes; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A global consulting company is looking for a Team Lead to oversee HR service delivery operations in Aguascalientes. The ideal candidate will manage client communication and support, coach junior team members, and ensure timely processing of HR transactions. Strong background in HR systems and excellent communication skills are necessary for success in this role. Join our fast-paced client-focused team for an exciting career opportunity.

Formación

• Strong knowledge in HR transactions and procedures.
• Experience managing employee lifecycle activities.
• Excellent problem-solving and communication skills.

Responsabilidades

• Oversee HR service delivery operations.
• Handle client queries and escalations via multiple channels.
• Coach and develop junior staff members.

Conocimientos

Process knowledge in workforce administration

Project management

Client management

Team management

System data entry experience

Herramientas

Workday

Oracle HCM

Service Now

Descripción del empleo

Description

We are looking for a dynamic Team Lead to oversee HR service delivery operations, providing direct support to employees through inbound calls, live chat, and case management systems. This role is responsible for guiding a team in handling HR-related inquiries and transactions, ensuring accuracy, timeliness, and compliance with internal policies. The ideal candidate will manage day-to-day operations, coach junior staff, and serve as the primary point of contact for escalations and client communications. With a strong background in employee lifecycle processes and HR systems, the Team Lead will drive operational excellence, foster collaboration across stakeholders, and maintain high service standards in a fast-paced, client-focused environment.

Roles & Responsibilities

• Manage the client engagement.
• Works with designated stakeholders to gather and finalize commitments to meet contractual thresholds
• Respond to client\'s queries & escalations accurately (via phone, live chat, email and case management system)
• Process, maintain & administer HR transactions & provide support (e.g. Talent development, Mobility, Workforce administration, talent acquisition, case management, HR helpdesk, remuneration, etc.)
• Provide clarification of HR policies and procedures
• Manage assigned part of the process according to Capgemini methodology and/or agreed transition plan
• Organize knowledge sharing sessions both within the team and cross teams
• Update all required process documentation (process maps and procedures) and other documentation within agreed timeframes on the defined support tool
• Liaison with third parties, vendors and multiple stake holders
• Resolving errors, escalations and issues on time
• Develop, mentor, and coach junior team members
• Develop process excellence in Operation activities
• Ensuring quality and timeliness of work
• Focused, diligent, high on quality and timeliness are the basic requirements for the role
• Contribute to team “Business As Usual” activities such as hiring, process improvement, service standardization, etc.
• Exhibit strong problem-solving and business acumen skills.
• Demonstrate advanced proficiency in written and verbal communication skills

Skills / Competencies Required

• Strong process knowledge in workforce administration/Employee data administration
• Strong project management skills applied in a business/corporate environment
• Experience in managing multiple design project
• Strong client management and team management skills
• Experience of managing employee life cycle activities like personal/job/pay changes, HR documentation, New hire/onboarding, transfers, leave & absences, promotions, relocations, separations, etc.
• System data entry experience (Workday, Oracle HCM, Taleo, SuccessFactors, etc.)
• Service Now Preferred.
• Handle employee requests according to the project deadlines - Handle complex problems raised by client and provide solution
• Handle client communication and client Reporting
• Excellent job organization and time management skills
• Attention to details and very good analytical skills;
• Good communication skills
• - Interaction with Client daily via phone, chat and email, work on resolving HR related issues, cooperate with other delivery team members