Senior HR Coordinator
SGN
Job Profile Summary Description
This role works as the team lead for 3 HR Coordinators in the HR SS Hire to Retire team to ensures all the scoped HR Services across the Hire-to-Retire lifecycle are delivered on time and to the required standard across all customer groups.
The HR Shared Services Senior Co-ordinator provides team leadership and oversight of the administrative and transactional HR services (through Tier 1 and Tier 2 support) across Hire to Retire, such as handling queries and providing first-line advice and guidance. Intervening where necessary to support both escalation and resolution of HR data transactions or system transactions where these cannot be performed by self-service or automation. Escalates any queries either to the process lead or to the relevant COE resource. Collaborate with HR COEs to monitor service delivery performance, review HR policies and processes, and identify opportunities to enhance SLA attainment and employee experience
Principal Accountabilities
Run:
Oversee the daily activities and project support provided by the HR Advisory team, ensuring adherence to agreed-upon HR service level agreements (SLAs).
People management, including staffing & selection, integration of new staff to teams, facilitating technical/functional training or leveraging other training resources, measuring individual and team performance
Lead, mentor, and motivate a team of three HR Coordinators, fostering a collaborative and high-performing work environment.
Delegate tasks effectively, monitor workload, and provide regular feedback and coaching to team members.
Resolve team issues and concerns promptly and professionally, escalating to HRSS leadership when necessary
Manage the team's workload and schedule to balance day-to-day tasks with ongoing HR projects and programs.
Manage the accurate and timely processing of all Tier 1 HR transactions, including onboarding, benefits enrolment, and other employee lifecycle events, primarily through HR self-serve and Assisted support channels.
Ensure compliance with HR policies, procedures, and legal requirements in all transactions.
Oversee the resolution of complex HR inquiries and escalated transactions requiring specialized knowledge, acting as a Tier 2 functional specialist where requests could not be solved by following standardised scripts and SOPs
Escalate unresolved issues to the appropriate HR Business Partner (HRBP) or Center of Excellence (CoE) point of contact, ensuring timely and effective resolution.
Provide guidance and support to SGN employees and managers on HR self-service transactions and navigation of the HR portal.
Ensure HR documents, knowledge management (KM) tools, and FAQs are actively maintained, updated, and readily accessible to employees and managers.
Transform:
Foster strong partnerships with other internal teams, including IT, Legal, Finance, and HRBPs, to ensure seamless service delivery and identify optimal solutions for employee inquiries.
Collaborate with the IT & Digital Solutions team to enhance HR systems and technology, improve data accuracy, and streamline processes.
Continuously review and analyse HR data to identify trends, areas for improvement, and opportunities to enhance service delivery efficiency and effectiveness.
Lead the development and implementation of process improvements, leveraging technology and automation to streamline workflows and reduce manual effort.
Lead the development and maintenance of comprehensive knowledge management resources, including decision-making tools, FAQs, and process documentation, to empower employees and managers with self-service capabilities.
Grow:
Champion a culture of exceptional customer service within the HRSS team, ensuring a positive and supportive experience for all employees and stakeholders.
Actively seek feedback from employees and managers to identify areas for improvement and enhance service satisfaction.
Build and maintain strong relationships with HRBPs, CoEs, and other key stakeholders to understand their evolving needs and adapt HR service offerings accordingly.
Proactively communicate HRSS updates, process changes, and service enhancements to ensure transparency and alignment.
Foster a culture of continuous learning and development within the HRSS team, providing opportunities for growth, skill enhancement, and career progression.
This role works as the team lead for 3 HR Coordinators in the HR SS Hire to Retire team to ensures all the scoped HR Services across the Hire-to-Retire lifecycle are delivered on time and to the required standard across all customer groups.
The HR Shared Services Senior Co-ordinator provides team leadership and oversight of the administrative and transactional HR services (through Tier 1 and Tier 2 support) across Hire to Retire, such as handling queries and providing first-line advice and guidance. Intervening where necessary to support both escalation and resolution of HR data transactions or system transactions where these cannot be performed by self-service or automation. Escalates any queries either to the process lead or to the relevant COE resource. Collaborate with HR COEs to monitor service delivery performance, review HR policies and processes, and identify opportunities to enhance SLA attainment and employee experience
Principal Accountabilities
Run:
Oversee the daily activities and project support provided by the HR Advisory team, ensuring adherence to agreed-upon HR service level agreements (SLAs).
People management, including staffing & selection, integration of new staff to teams, facilitating technical/functional training or leveraging other training resources, measuring individual and team performance
Lead, mentor, and motivate a team of three HR Coordinators, fostering a collaborative and high-performing work environment.
Delegate tasks effectively, monitor workload, and provide regular feedback and coaching to team members.
Resolve team issues and concerns promptly and professionally, escalating to HRSS leadership when necessary
Manage the team's workload and schedule to balance day-to-day tasks with ongoing HR projects and programs.
Manage the accurate and timely processing of all Tier 1 HR transactions, including onboarding, benefits enrolment, and other employee lifecycle events, primarily through HR self-serve and Assisted support channels.
Ensure compliance with HR policies, procedures, and legal requirements in all transactions.
Oversee the resolution of complex HR inquiries and escalated transactions requiring specialized knowledge, acting as a Tier 2 functional specialist where requests could not be solved by following standardised scripts and SOPs
Escalate unresolved issues to the appropriate HR Business Partner (HRBP) or Center of Excellence (CoE) point of contact, ensuring timely and effective resolution.
Provide guidance and support to SGN employees and managers on HR self-service transactions and navigation of the HR portal.
Ensure HR documents, knowledge management (KM) tools, and FAQs are actively maintained, updated, and readily accessible to employees and managers.
Transform:
Foster strong partnerships with other internal teams, including IT, Legal, Finance, and HRBPs, to ensure seamless service delivery and identify optimal solutions for employee inquiries.
Collaborate with the IT & Digital Solutions team to enhance HR systems and technology, improve data accuracy, and streamline processes.
Continuously review and analyse HR data to identify trends, areas for improvement, and opportunities to enhance service delivery efficiency and effectiveness.
Lead the development and implementation of process improvements, leveraging technology and automation to streamline workflows and reduce manual effort.
Lead the development and maintenance of comprehensive knowledge management resources, including decision-making tools, FAQs, and process documentation, to empower employees and managers with self-service capabilities.
Grow:
Champion a culture of exceptional customer service within the HRSS team, ensuring a positive and supportive experience for all employees and stakeholders.
Actively seek feedback from employees and managers to identify areas for improvement and enhance service satisfaction.
Build and maintain strong relationships with HRBPs, CoEs, and other key stakeholders to understand their evolving needs and adapt HR service offerings accordingly.
Proactively communicate HRSS updates, process changes, and service enhancements to ensure transparency and alignment.
Foster a culture of continuous learning and development within the HRSS team, providing opportunities for growth, skill enhancement, and career progression.
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