Team Lead, PE Shared Services

The Fulfillment Team Lead, PE Shared Services is responsible for overseeing a range of PE Shared Services activities across multiple geographies, ensuring the seamless execution of critical transactions while maintaining high standards of accuracy, compliance, and service delivery.

Responsibilities:

• Lead a team of PE Shared Services professionals ensuring they are focused on end-to-end service delivery across multiple geographies, ensuring compliance with local regulations and policies
• Drive adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Act as a custodian of all in-scope transactions to ensure accurate and timely processing in PE and/or Finance systems, e.g., Workday, ServiceNow, Oracle, etc.
• Ensure high levels of employee experience through effective communication and resolution
• Oversee workload distribution to ensure optimal team coverage
• Monitor ticket queues and ensure timely resolution of queries and requests including (re-)assigning tickets to ensure SLA compliance when necessary
• Coach and guide team members on ticket escalation pathways and protocols
• Review ticket trends to identify root causes and propose corrective actions
• Conduct regular performance reviews and feedback sessions; support development planning and facilitate coaching of team members
• Identify and deploy opportunities to streamline processes, eliminate duplication, and improve efficiency
• Actively contribute to automation and digitalization initiatives across PE Shared Services
• Partner with People Services Leadership and People Partners to enhance employee experience
• Conduct timely reviews of key documentation such SOPs, process flows, etc. as required
• Act as a primary point of contact for PE Shared Services-related queries
• Collaborate with global stakeholders across PP, Payroll, IT, Finance
• Provide regular reporting and insights on operational metrics and performance
• Manage PE Shared Services Projects and transitions as required to ensure timely delivery

Qualifications:

• Bachelor’s degree in HR Management or Business Administration
• 10-12 years of experience in HR administration
• Strong technology skills, including Workday, ServiceNow and G-Suite
• Experience in managing teams that support multi-geo HR organizations

Other Skills:

• Strong understanding of HR operations, Shared Service delivery model
• Experience managing global HR Shared Services environments
• Proficiency in HRIS and ticketing tools (e.g., Workday, ServiceNow)
• Strong analytical and problem-solving skills
• Excellent stakeholder management and communication skills
• Ability to manage teams across shifts and geographies
• Continuous improvement mindset (Lean / Six Sigma knowledge is a plus)
• Knowledge about transition methodology and framework.