Description
The P&C; Lead, Human Resources oversees a team of P&C; Coordinators to deliver high-quality, centralized HR services across multiple global regions. This role ensures smooth resolution of employee queries, upholds service quality standards, and drives operational excellence through continuous improvement. Partnering with P&C; Business Partners, Centers of Expertise (COEs), and global stakeholders, the Lead delivers scalable HR solutions while fostering a positive and consistent employee experience. The role requires extensive use of Oracle HRMS and ServiceNow ticketing tools to manage employee data, streamline case resolution, generate insights, and support efficient service delivery.
Responsibilities
Job Responsibilities:
Team Leadership & Supervision
• Lead and manage a team of P&C; Coordinators to ensure effective HR service delivery.
• Distribute workload, set priorities, and monitor performance against SLAs and quality standards.
• Foster a team-oriented, high-performing, and motivated team culture.
HR Operations & Service Delivery
• Drive accountability for service excellence by monitoring query resolution, case closure, and escalation handling.
• Maintain and update team process documents and SOPs to ensure consistent service delivery, without impacting stakeholder-owned materials.
Continuous Improvement & Compliance
• Ensure compliance with global/local policies, legal requirements, and audit standards through updated procedures and workflows.
• Champion best practices in data security, privacy, and risk management.
• Produce regular dashboards and reports, track KPIs, and use insights to drive continuous improvement.
Reporting & Metrics
• Produce daily, weekly, monthly, quarterly, and annual dashboards for leadership to monitor operational health, trends, and compliance.
• Track KPIs such as SLA adherence, case turnaround time, customer satisfaction, and error rates.
• Use data insights to recommend process improvements and enhance employee experie
📌 Sr Analyst, Human Resources (New Delhi)
🏢 KFC
📍 New Delhi