HR Shared Service Centre Leader

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Picture yourself as the hero who tackles challenges head-on and thrives on finding creative solutions. Join our team at Kyndryl as our European based HR Shared Service Centre Leader and play a pivotal role in supporting our employees, HR groups, and leadership teams – making a real difference in everyone’s work lives.

As an HR Services Centre Leader with a strategic, globally driven mindset, and an operational and transformative approach, you'll be the go-to person for transforming and solutioning our teams tiers of tickets.  Based in CEE, but building a robust, agile, effective service model, ensuring engagement, uplifting services, to ensure European and Global teams’ needs are met promptly and efficiently. You will navigate through a diverse range of HR-related transactions and employee services. From new-hire onboarding to performance evaluations, payroll, benefits: your teams will handle it all with finesse, enhancing overall positive experiences.

Key Responsibilities:

• Ability to collaborate, develop and execute HR service delivery strategies that align with our organizational objectives, driving efficiency and continuous improvement in HR operations, in partnership with regional and global HR service peers as input for change
• Change management: leading organizational change initiatives, particularly those related to the adoption and transformation of new HR technologies and self-service tools, ensuring smooth transitions and user across a multi-tier model
• Data analysis and continuous improvement: analysis of service centre metrics to identify trends, optimize processes, and enhance the employee experience through data-driven decisions, adhering to company policy, KPIs and SLAs. 
• Self-Service optimization: managing Tiers 2 and 3 whilst enhancing Tier 0 solutions, such as HR portals and knowledge bases, to empower employees and managers to resolve inquiries independently, with a focus on employee experience.
• Technology integration: collaborating with IT and other departments to implement and maintain HR service technologies, ensuring seamless integration and functionality. 
• International HR compliance knowledge, labour laws and regulations, ensuring HR service centre practices are compliant across multiple regions. 
• Team leadership and development of a diverse European team, fostering a culture of growth, innovation, and performance excellence: contributing towards overall employee engagement scores.
• Customer service: delivering high-quality HR services with a focus on enhancing the employee experience and satisfaction. 
• Project management overseeing the transformation and implementation of new processes and workflows across HR systems and operations. 

At Kyndryl, your contributions matter. We value your insights and ideas, and you'll play a pivotal role in shaping our HR services for the better. Get ready to make an impact, and together, let's revolutionize the way we deliver HR support.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and border less – naturally inclusive in how you work with others.

Required Skills, Experience and Circumstances:

Our joint goals together will be to improve employee satisfaction with faster response times and increased efficiency.

• 5+ years of leadership experience in the Human Resources field
• Specific, proven experience managing and operationalizing a large -scale HR Service Center which is global in nature
• Involvement in large-scale HR service transformations, involving multiple stakeholders, regions or business units with accelerated timelines

• Deep knowledge of HR service delivery processes and procedures across a multi-tier model
• Case management, governance and change management frameworks
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