HR Service Delivery Supervisor TA and L&D, Metlen Group

Metlen Group

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Category:
Human Resources

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Responsible for the successful implementation and operational delivery of HR programs in collaboration with the Centers of Excellence (CoEs) of Talent Acquisition and Learning & Development. Oversee service execution, ensure alignment with HR policies, and manage the resolution of employee queries through ticketing systems. The ideal candidate will be proactive in identifying areas for process improvement and ensuring a consistent and high-quality employee experience.

Job Responsibility:

Oversee execution of TA and L&D CoE programs and recurring HR activities, including onboarding, performance management cycles, and leadership development initiatives
Supervise daily HR operations to ensure data accuracy, compliance with policies, and timely delivery of services across assigned HR areas
Act as Tier 2 support for escalated employee queries, manage ticketing systems to meet SLAs, and maintain high service standards
Serve as the link between People Services and TA and L&D CoEs, relaying insights, identifying trends, and recommending improvements to HR processes
Provide training and support on HR systems, maintain updated SOPs and knowledge resources, and lead your team through performance monitoring and continuous improvement
Talent Acquisition Support: Oversee candidate data collection, scheduling, and contract issuance
collaborates with TA Coordinators to ensure a smooth and competitive onboarding experience
Candidate & Manager Experience: Partners with TA and the broader team to enhance candidate and people manager experience through quality processes and continuous improvement
Learning Administration: Ensures accurate tracking and reporting of learning activities while maintaining data integrity across systems
Training Coordination: Ensures optimum learning delivery through his team by organizing face-to-face trainings, tracking attendance, collecting feedback, and managing related logistics and communications
Vendor & Budget Management: Coordinates with vendors, handles training budgets, processes invoices, and collaborates with L&D CoE and My Learning Admin team to enhance learner experience

Requirements:

Strong experience in HR service delivery, ideally within a shared services or CoE-driven HR model
In-depth understanding of HR processes and lifecycle events, with particular knowledge of CoE programs
Proven ability to manage employee queries, resolve escalations, and uphold service quality standards
Proficiency in using HR systems, ticketing platforms, and tools for data entry, issue tracking, and reporting
Analytical mindset with the ability to identify process gaps and drive improvement initiatives
Excellent interpersonal and communication skills, capable of explaining policies clearly and diplomatically
Strong organizational and multitasking abilities to manage competing priorities and deliver timely results
Experience leading and mentoring teams, supporting development and performance goals

Additional Information:

Job Posted:
October 30, 2025

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HR Service Delivery Supervisor TA and L&D