Service Level Manager - HR

The SLM acts as a bridge between HR, employees, and other stakeholders to ensure seamless service delivery.

Key Responsibilities:

1. Service Delivery & Performance Management

• Define, monitor, and manage HR service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure HR services, including recruitment, onboarding, payroll, benefits administration, and employee relations, meet agreed service standards.
• Identify service gaps, propose improvements, and implement best practices to enhance efficiency.

1. Process Improvement & Compliance

• Evaluate HR service processes and recommend automation or system enhancements.
• Ensure HR services comply with company policies, labor laws, and industry best practices.
• Collaborate with HR teams to streamline processes and improve employee experience.

1. Stakeholder & Employee Engagement

• Serve as the primary point of contact for HR service escalations, addressing concerns effectively.
• Communicate HR service expectations and performance updates to leadership and employees.
• Conduct regular meetings with HR teams, business units, and vendors to ensure smooth service delivery.

1. Data Analysis & Reporting

• Analyze HR service data to track trends, identify bottlenecks, and develop solutions.
• Generate reports on SLA performance, employee satisfaction, and HR service efficiency.
• Provide insights and recommendations based on service performance data.

1. Vendor & Technology Management

• Work with HR technology providers (HRIS, payroll systems, etc.) to ensure optimal system performance.
• Manage external HR service vendors, ensuring contract compliance and high service quality.
• Drive digital transformation efforts to enhance HR service capabilities.