Head of Service Delivery

Head of Service Delivery

Head of Service Delivery

Head of Service Delivery for HR Outsourcing Company

Personnel Search Services Pvt Ltd hiring for Lobo Staffing Solutions

 10 - 17 yrs  


Job Description



  • Overview of the Position 
    Lobo Staffing's business operations rely on smooth functioning and coordination between all stakeholders in the business, including our HR Operations Team, Recruitment Team, Payroll Team, Compliance Team and Accounts Team. The ultimate goal is to ensure a high level of satisfaction from clients and staffers, while addressing the interests of internal employees and Lobo Staffing itself.

    The Head of Delivery will play a key role in formulating, executing and monitoring key processes that shape how we deliver our services to our clients and staffers. This individual will play an important role in significantly improving certain SLAs and KPIs including:

    Overall satisfaction levels of the client measured by quarterly CSAT scores
    1. Overall satisfaction levels of staffers measured by quarterly CSAT scores
    2. Turn-around-time on client and staffer queries
    3. Error rate on HR processes, including payroll, invoicing and compliance
    4. Outstanding Days on Accounts Receivables
    In short, this individual will be the one responsible for ensuring that our processes and people are able to deliver the required output to clients, and ensure that our backend infrastructure scales appropriately on a Pan India basis.

    1. Designing and implementing scalable processes for all our backend HR operations
    2. Training team on to follow these processes
    3. Monitoring adherence to the set processes and overall performance of the team
    4. Working with the team to correct gaps and address these performance issues
    5. Track customer and employee satisfaction levels through surveys and other tools
    6. Meeting with customers to understand pain points and address those pain points through corrective action
    7. Undertake responsibility for man-power planning based on attrition, new clients and new initiatives
    8. Work with the HR Team to hire, train and develop new hires on board
    9. Ensure that all SLAs and KPIs are being adhered to across the board

Salary: INR 6,00,000 - 12,00,000 P.A.

Industry:Recruitment, Staffing

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Senior Management

Role:Service Delivery Leader

Employment Type:Permanent Job, Full Time

URL For Applying :https://www.naukri.com/job-listings-Head-of-Service-Delivery-for-HR-Outsourcing-Company-Personnel-Search-Services-Pvt-Ltd-Mumbai-Dadar-10-to-17-years-260619005529?src=rcntSrchWithCount&sid=15616945697342&xp=6&px=1