HR Service Desk Team Lead

Industry Category	Admin / Human Resources	Position	Human Resources
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	College Diploma	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-21	Valid Until	Long-term validity

We are looking for an HR Service Desk Team Lead who will play a key role in supervising the delivery of efficient first contact resolution and advisory support for all HR-related matters across Macquarie’s global employee base.

In this role, you will be responsible for ensuring that the team and the company’s goals are met by effective:

Operational Efficiency

Manage workload in mailbox, Avaya phone and ServiceNow case management tool to ensure all inquiries from all channels are attended to, for effective workload distribution and appropriate prioritization meeting the defined service level agreementsServe as Subject Matter Expert and assist staff members with handling Cases and CallsEnsure timely and accurate update of the Solutions Library and effective dissemination of information to the rest of the teamServe as main contact for high profile, high impact and sensitive inquiries, requests and concernsManage the release of HR related Staff Internal Communications to Macquarie employees

Transactions Post Review

Conduct audits to make sure agreed case handling process is followed, correct resolution is provided, company policies are met, and customer satisfaction is achieved

Complaint Management

Ensure timely resolution of staff, stakeholders and clients issues and concernsProvide coaching to staff and raise necessary incident report to Risk Team in line with incidentEscalate high profile complaints and feedback to immediate manager

Process Improvement

Develop, recommend, and provide support to Projects Team Lead on change initiatives aimed towards continuous excellent delivery of servicesConduct meetings, focused group discussions, trainings, and refreshers with staff and other HR teams to eliminate process gaps and identify items for improvement

Workforce Planning

Review, assign and adjust team’s schedule to maintain sufficient coverage and support, continuity of services 24x5 and equal opportunity across the teamImplement effective case handling strategy to meet anticipated demands

People Management

Manage daily operations and activities of teamConduct regular wellbeing and performance check-ins & discussions with direct reportsEnsure staff comply with company policies and requirements

Stakeholders Partnership

Collaborate with process owners in different groups on anticipated inquiries and identified opportunities for effective partnershipContribute to the implementation of change initiatives to for continuous process improvementsopenness to shifts & willing to stretch, where required to meet deadlinesproven record of excellent customer support and process improvement mindsethigh level of attention to detail and accuracya collaborative and team-based work stylestrong risk mindsetability to adapt quickly and develop new knowledgeability to work autonomously on allocated tasks with the ability to escalate issues clearly and concisely where necessary

To be successful for this role, you have at least minimum of 2 years people management experience in a service-oriented role:

strong communication skills – written and verbal (in English)problem solving and analytical skills

about the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

Our commitment to Diversity, Equity and Inclusion 

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

At Macquarie, we value diversity of thought from people with different backgrounds. We’re always looking for people who share our drive for innovation, ideas and excellence.A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.Our size and international presence mean your work can take you anywhere—across business groups, disciplines, sectors and borders. With employees and offices in 31 markets around the world, we’re a truly global organisation.Joining our team, you’ll be empowered to address unmet needs in our communities as we advise and invest alongside our clients and partners. You’ll also be encouraged to give back through the Macquarie Group Foundation which provides support to hundreds of community organisations each year through financial support, volunteering and skills sharing. Working with us, you’ll have the opportunity to make a difference.Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.Own your careerIt’s up to you to drive your career – whether that means raising your hand for new opportunities or finding new business pursuits, we let our people decide which direction they want to take.Take on a new project; progress within your division; explore an opportunity in a different team; or relocate globally. You can choose a career route that’s as unique as you are.With our non-hierarchical, flat structure, your ideas are heard – whether you’re the most junior person or the most senior. Our teams are empowered to identify new approaches that allow us to grow our business.Learning and developmentWith both on-the-job learning and formal development programs, you’ll find ways to grow your knowledge and skills to develop your expertise. Our programs provide a range of options at all points in your career. This includes supporting employees wishing to further their education by providing financial assistance for further study.Flexible workingMacquarie offers a variety of flexible working options. We empower our staff to manage their professional commitments to suit their own personal situation, and equip our people managers to lead a versatile workforce.