HR Service Delivery Lead - HRSS

Job Purpose 
•    Provide operational coverage to WH and EH where needed, having oversight
over the operations of the internal WFRD Helpdesk team, supervising quality,
capability and capacity planning and management, SLAs and KPIs.
•    Have joint oversight (with WH and EH Leads) over the operations led by
Helpdesk vendors (TCS and Accenture), with focus on evaluating vendor QC
processes, quality of SOPs, vendor knowledge management processes etc. and drive
continuous improvement via monitoring corrective and preventive action
implementations and supporting automation initiatives.
•    Support initiatives to migrate new activities into shared services.