Deloitte | India Offices of the US

HR Services Learning & Talent Support Services Assistant Manager – Deloitte Support Services India Private Limited Do you enjoy learning administration? Then this may be the perfect opportunity for you!

In the HR Services Learning & Talent Support Services Assistant Manager role, you will provide support to the team in the delivery of an excellent level of service to the North-South Europe (NSE) firm. This role requires a high degree of engagement with the USI Learning & Talent Support Services team members, effective team management, people management skills and builds strong relationships with the stakeholders/Business Process Owners (BPO’s), and end user customers. The right candidate will be responsible for leading a HR Services Learning & Talent Support Services team providing training admin support, working closely with a UK based team to manage all training administration, dealing with escalations and managing staff to deliver training needs and requirements to ensure service level agreements are met. In addition, the Assistant Manager will be required to identify opportunities to improve services through Continuous Service Improvement (CSI) and/or Robotic Process Automation (RPA).

The emphasis is to provide a consistently high level of customer service to deliver solutions that meet the needs of our users and the Shared Services objectives.

Work you’ll do

The key responsibilities include the following:

Service Delivery:

• Demonstrates strong knowledge of the service offered, supported and the functional capabilities of the team being managed

• Ensure that all the work deliverables are dealt with in line with the agreed terms and SLA’s

• Evaluation, development and implementation of productivity metrics for the business clearly outlining the individual and team utilisation.

• Provide resource forecast assessments and forward planning of schedules to the management team on a timely basis. Proactively discuss with the stakeholders of the highs and lows of the productivity cycle and provide suggestions to effectively manage them

• Responsible for the quality of the deliverables. Works very closely with the UK stakeholders and USI EDC service delivery manager to deliver high quality deliverables

• Demonstrates ability to make decisions for the efficient delivery of daily operations

• Reporting and management of potential key issues for our stakeholders and customers including identification of risks and making relevant recommendations to address the risks

• Managing attrition and planning for contingencies

• Responsible for gaining a thorough understanding of the customer requirements and all operational service delivery processes relating to the USI HR Services Learning & Talent Support Services Team.

• Interact with key stakeholders including ECD teams and HR Helpdesk, IT Services, HR and other clients

• Work with the relevant areas to implement agreed improvements to prevent recurrence of issues. Be responsible for escalation management or trends in performance and actively work with the BPO’s to identify and agree resolutions.

• Identify process issues/ opportunities for improvement and consult with the USI EDC Service Delivery Manager to gain agreement from the BPO’s to implement solutions utilising CSI methodology. Create a team culture of continuous service improvement.

• Supporting the USI Line Manager for ensuring that the required service levels are monitored and achieved by the USI HR Services Learning & Talent Support Services team.

People Management:

• Responsible for coaching, mentoring and development of the USI HR Services Learning & Talent Support Services team members.

• Identify training needs for team members related to Technical Professional and Leadership competencies.

• Manage the team to live the PSS Vision and Values.

Performance Management:

• Will be the team leader/coach for the assigned team members and will own the performance coaching responsibilities for the team.

• Track, review the performance on a weekly/monthly basis and provide feedback to the team members.

• Produce and maintain performance and productivity results for the team members and be responsible for highlighting performance concerns if they arise.

• Complete regular check-ins/reviews with the team members in line with the Firms performance management programme.

Team Management:

• Responsible for the day to day management activities and the queue management of the USI HR Services Learning & Talent Support Services team.

• Responsible to ensure that the relevant USI and UK compliance training is completed within agreed timelines.

• Provide guidance and support to team members to work in a cohesive manner. Guide and ensure that the team members enter their time accurately in DTE and record expenses correctly.

• Comply with the USI R&R policy, processes, procedures, support in timely recognition of USI team members and coordinate with the USI line manager.

• Manage and support the team members on a day-to-day basis including providing one to one coaching, identify training and development opportunities, management of timekeeping, PTO, organisation of shift patterns, resource planning whilst ensuring service level agreements and targets are met at all times. Effectively manage and resolve conflict and cultivate a culture built upon respect and inclusion.

Client Management:

• Proactively communicate in a transparent manner with the UK stakeholders regularly regarding business as usual activity, system issues, people issues, trainings schedules, etc.

• Work with UK team to understand and align local strategy with USI HR Services Learning & Talent Support Services, PSS & overall Deloitte strategy.

• Advise the UK Stakeholders about USI policies and procedures. Be responsible for building relationships with stakeholders in USI and UK.

Communication:

• Demonstrate and create a culture of open, proactive, transparent communication between the USI and the UK teams.

• Proactively identify & raise potential issues to the EDC Service Delivery Manager for discussion with the UK Service Delivery Manager and lead team to take the necessary agreed cascaded actions.

• Co-ordinate and chair team briefings and teambuilding activities.

• Mastery level – Communication Excellence – email and voice.

Other Responsibilities:

• Assist the USI Service Delivery Manager / BPO with recruitment. Work with the recruitment team for logistics related to conducting interviews.

• Coordinating for logistics i.e. seating, VOIP, IT, etc. Take responsibility for keeping up-to-date with relevant policy, legislative and process developments ensuring that knowledge and experience is shared with the team to increase their knowledge, skill and competence within the role.

The key skills required

• Strong team management, people management and performance management skills

• Strong relationship building skills

• Strong communication skills and the ability to interact with professionals at all levels

• Experience of handling large number of direct reports from different work streams and coordinating with various teams to deliver exceptional results

• Proven success as a high-performing team leader with ability to manage multiple activities simultaneously

• Strong mentoring and coaching skills

• Ability to understand client and customer issues and needs and react to issues

• Experience of working in highly effective service delivery model in a customer services arena

• Conflict resolution

Work Location: Hyderabad

Shift Timings: 2 PM to 11 PM

The team

The Internal Client Services team at Hyderabad supports the Deloitte organization in the UK with a wide variety of capabilities like financial reporting, HR and financial transaction processing, administrative service and helpdesk support, marketing and IT services.

Qualifications

Required:

• Graduate degree

• Overall 6-8 years of work experience in learning administration

• 2-4 years of experience managing large teams – 10-20 FTE’s

Preferred:

• Diploma in Learning/Training & Development

• Prior experience in learning and development domain

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.