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HR Services (HRS) – Assistant Manager – HR Helpdesk - Deloitte Support Services India Private Limited.
The HR Services Assistant Manager is responsible for end-to-end HR Helpdesk service delivery across employee lifecycle transactions, with a strong focus on customer experience, quality, and meeting service level agreements (SLAs). This role leads an HR Admin team and partners closely with onshore stakeholders to ensure smooth operations, timely resolution of escalations, and continuous service improvement.
This is a great opportunity to join a fast-paced and growing team pivotal to the delivery of high quality, fast-paced HR services to our market-leading client-facing teams. We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibilities, please do discuss it with us.
Work you’ll do:
Operational Leadership & Service Delivery
• Workflow Management: Oversee daily ticket volumes within ServiceNow, ensuring tickets are triaged, assigned, and resolved within stipulated SLAs.
• Performance Monitoring: Track and report on Key Performance Indicators (KPIs) including First Contact Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) scores.
• Escalation Management: Function as the first point of contact for complex HR queries and escalations, providing expert guidance on UK HR policies and procedures.
• Quality Assurance: Conduct regular audits of team interactions (emails/calls) to ensure accuracy, compliance, and a "distinctive" customer experience.
Team Management (10–20 FTE)
• Lead, coach, and develop the team through daily guidance, 1:1s, training, and performance management.
• Manage staffing plans, shift coverage, resource planning, and hiring support to maintain service continuity.
• Oversee timekeeping, leave/PTO approvals, and scheduling to minimize service disruption.
• Promote a respectful, inclusive team culture; manage conflicts and resolve issues quickly.
• Ensure compliance activities (USI and UK) are completed within agreed timelines.
Stakeholder Management & Reporting
• Maintain proactive, transparent communication with onshore stakeholders on service performance, system issues, training plans, and operational updates.
• Build strong stakeholder relationships; assess downstream impacts of decisions and policy/process changes.
• Produce daily/weekly/monthly operational reporting on key performance indicators (KPIs), SLAs, volumes, and trends; share insights and actions.
• Drive Continuous service improvement and automation projects to reduce manual effort and improve the employee journey.
Escalation Management & Communication
• Handle escalations end-to-end; implement mitigation actions to prevent recurrence.
• Lead team briefings, knowledge sharing, and engagement activities.
• Present service improvement recommendations to leaders and stakeholders; support implementation through analysts/senior analysts.
About Deloitte
Deloitte refers to one or more of Deloitte Touché Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms,
and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”)
does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that
operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the
rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.
Copyright © 2020 Deloitte Development LLC. All rights reserved.
Compliance, Controls & Quality
• Ensure adherence to data protection, HR data privacy, information security, and quality principles.
• Execute first line of defense activities aligned to QRS
• Perform quality audits on representative samples across Helpdesk team services.
• Ensure new joiner requirements are in place prior to start date.
General:
• Demonstrate proactive behavior and lead by example
• Work with the USI management team to support with all technology changes/updates to enhance the overall
• Demonstrate and create a culture of open, proactive, transparent communication between the USI HRS teams/management and the onshore team. Proactively identify & raise potential issues to the Manager for discussion and lead workstreams to take the necessary agreed cascaded actions.
The key skills required:
• Experience in UK or any other international HR service delivery with 6–9 years of professional experience.
• Experience in people management (responsible for performance management) – minimum 2-3 years
• Have managed team size up to 10-20 FTE’s – minimum 2-3 years
• Advanced knowledge of ServiceNow, SAP SuccessFactors. High proficiency in MS Office (Excel & PowerPoint for reporting).
• Good operational experience or knowledge with HR processes and systems
• Extensive reporting experience including knowledge of process and data usage. Knowledge of standard metrics and key performance indicators
• Knowledge of HR data privacy laws, information security and quality principles.
• Strong relationship and communication skills across multiple countries and cultures
• Excellent teaming skills are required to work in a virtual work environment. A self-starter, self-motivated and able to work in specific but minimal direction.
Work Location: Hyderabad
Shift Timings: 2 PM to 11 PM
Qualifications Required:
• Graduate degree with 6 to 9 years of relevant HRS work experience in HR Shared Services / HR Administration & Customer centric domain. An MBA or Master’s in HR is highly preferred.
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