Curran Daly & Associates
February 13, 2020
Work Experience
5 years


General Responsibilities:
• The jobholder will lead the Delivery Center and be responsible for overall Service Delivery within the HRSSC
• The main purpose of the role is to help develop a long-term, strategic relationship with our Client by delivering and driving forward high-quality services within the area of Employee Contact Center and HR Administration
• Ensure seamless transitions of all the processes being transitioned into the Delivery Center. Closely work with the Transition team & Key client stakeholders to timely address and resolve any transition issues
• The role involves managing the contract effectively on a daily basis including operations, transition, finance and providing leadership in order to provide the Client with a high-quality service
• Ensure that all targets and deadlines described in KPIs and SLAs are met according to contract & Client’s expectations
• Drive transformation initiatives in collaboration with the key stakeholders with a special focus towards end user Customer Satisfaction
• Develop strong working relationship with key client stakeholders at the Regional/Global level and proactively address their needs
• Drive best practices sharing sessions amongst the teams to augment delivery
• Develop a strong BCP & DR plan to minimize any business disruption
• Manage employee retention, turnover and recruitment processes for the delivery center
• Accurately forecasts and manages costs & profitability for the project.

Key Qualifications

• Bachelor degree
• Very good command of spoken and written English
• Should have 10+ years of experience in managing delivery in HRO scope including contact center (phone, email, chat), currently handling a team size of over 50 FTEs preferably for a global client
• Workday HCM knowledge (very high advantage)
• Advanced knowledge of service delivery and people management
• Process management and improvements skills
• Able to work on multiple tasks in demanding environment
• Project management skills
• Should possess strong analytical skills
• Experience in transition of HRO projects
• Applicants must be flexible to work in shifts
Please give us a link to your LinkedIn profile, if you have one.
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