Senior Account Lead

We’re AtkinsRéalis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors such as Engineering Services, Nuclear, Operations & Maintenance and Capital.

News and information are available at www.atkinsrealis.com or follow us on LinkedIn.

Our teams are proud to deliver on some of the most prestigious projects across the world. It's thanks to our talented people and their diverse thinking, expertise, and knowledge. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise. When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer’. “We are 270+ talents operating under one Hub; diversified into different process groups - Recruitment, Lifecyle, Offboarding, Service Excellence and Contact Management.

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. We welcome you to bring your authentic self and create a better tomorrow with us. The future focussed HR organisation largely possess a strong Onshore Partnering Team and the Centre of Excellence, complimented by a robust Service Delivery Team offering top class services to employees from the HR People Hub, Bangalore.”

Objective:

You will lead and effectively manage the HR Shared Services team on a day-to-day basis, providing an excellent first point of contact advisory service for managers and employees requiring advice, your knowledge and experience will also ensure that the team provides a quality support and guidance service for queries and procedures.

The role ideally requires someone who has previously managed a team within a Shared Services environment in HR domain expertise for North America region.

Key accountabilities:

• Lead the team who manage Offer letter roll out / Onboarding and Background Verification for US and Canada employees.
• Manage and provide resolution of complex employee inquires through different channels such as ServiceNow tickets, or Via Contact management team.
• Management of efficient and timely administrative support for all HR, & Recruitment activities, ensuring SLAs are adhered to.
• Lead a regionally focused transactions delivery team of less than 10 individuals – coaching and mentoring the team.
• Monitor, manage transaction and report on case volume, workload, customer service on all service delivery activity through the HRSS Service delivery meetings with stakeholders.
• Manage coordination efforts with key departments within/outside of the HR function.
• Responsible for maintenance and adherence of departmental Standard Operating Procedures (SOPs) and Process Maps.
• Develop and monitor performance of team against KPI's and SLAs in agreement with HR and business leaders to improve administrative practices, HR service levels and business performance.
• Presenting trend on regular agreed reporting on performance.
• Administer quality checks and audits to verify data accuracy.
• Provide ongoing support and feedback to the team.
• Serve as a primary point of contact for all HR Stakeholders, building relationships to ensure effective communications.
• Ensure all escalations are promptly resolved to meet compliance requirements, monitored, and regular trend analysed to ensure continuous improvement.
• Work on larger HR projects as required.
• Develop and maintain consistent ways of working and processes.

Key skills and experience:

• Bachelor's and/or master’s degree in business administration, Human resources, or related discipline (preferred.)
• Considerable experience in a HR Shared Services or HR Operations function.
• Proficiency in data entry and maintenance in HR systems (ServiceNow & Workday).
• Experience of reviewing and improving processes and developing, implementing, and monitoring performance against SLAs within the People’s Hub.
• Experience, preferably in a HR Shared Services function supporting North America Region.
• Preference will be given to candidates with experience and knowledge on Workday and Service Now Applications.
• Ability to handle confidential HR information and execute complex requests.
• 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.
• High degree of influencing skills across peer group and more senior levels.
• Experience in Transitioning projects from Onsite to Offshore.
• Excellent organizational skills, process oriented and a strong attention to detail.
• High energy, ability to work independently and work effectively within a team.
• Should be willing to work in shifts (3pm to 12 30 Am).
• Graduate or Postgraduate with minimum 10 years of experience in HR shared services or similar environment.
• Working with teams that managed job data changes, Audits / Quality, and reports. Ability to understand Workday reports and SNOW report to effectively build story boards, learn the process health and ability to lead corrections if required.

The Individual:

• Self-starter, motivated with strong delivery focus; leads by example.
• Demonstrate the ability to drive continuous improvement working collaboratively with the wider HR community across different regions.
• A high expectation of performance for themselves and other members of the team.
• Excellent interpersonal, organizational and communication skills both in writing/verbally.
• Confidentiality – ability to handle sensitive data in line with data protection regulations.
• Flexible attitude to work.
• International HR Shared Service experience desirable.

Key Measures:

• SLA/KPI delivery targets – immediate and long term to be defined.
• Delivery of professional and cost-effective service.
• Additional Information – HR Behaviours.
• Drive to deliver.
• Demonstrates a consistent and strong bias to action, taking accountability for delivery of results both personally and/or with others. Actively plans, priorities and monitors performance, holding others accountable for delivery.
• Decisive thinker, Demonstrates the ability to investigate and understand data and information quickly. Can use information, insights and knowledge in a structured way using judgement wisely to identify options and make robust and defendable decisions.
• Role model consistently leads by example. Acts with integrity, impartiality, and freedom, applying sound personal judgement in all interactions.
• Personally credible Builds a track record of reliable and valued delivery using relevant technical expertise and experience and does so with integrity and in an aim manner.
• Collaborative works effectively and inclusively with colleagues, clients, stakeholders, customers, teams, and individuals both within and outside of the organization.
• Skilled influence demonstrates the ability to influence across a complex environment, to gain the necessary commitment, consensus, and support from a wide range of diverse stakeholders in pursuit of organization benefit.
• Curious shows a dynamic interest in the internal and external environment and in the continuous development and improvement of self and others at both organization and individual levels. Is open-minded with a bias and willingness to learn and enquire.
• Courage to question shows bravery and confidence to speak up, challenge others even when confronted with resistance or unfamiliar circumstances.

What We Can Offer You

Varied, interesting and meaningful work.

A hybrid working environment with flexibility and great opportunities.

Opportunities for training and, as the team grows, career progression or sideways moves.

An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.

Why work for AtkinsRéalis?

We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual’s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.

Meeting Your Needs

To help you get the most out of life in and outside of work, we offer employees ‘Total Reward’. Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we’ll discuss any adjustments you might need. Additional Information We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.

We care about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

Link: Equality, diversity & inclusion | Atkins India (atkinsrealis.com).