Leads a globally distributed Oracle HCM managed services team, overseeing support delivery, ticket queues, SLA compliance, KPIs, customer escalations, service risks, and continuous improvement. The role includes people leadership, stakeholder communication, process enhancement, knowledge sharing, and maintaining Oracle HCM expertise and certifications.
Inoapps Limited is seeking a dynamic Managed Services HCM Lead to head a distributed team responsible for delivering high‑quality HCM support and continuous improvement. The role combines people leadership, KPI management, customer escalation handling, and the development of deep Oracle HCM expertise to ensure service excellence and strategic growth.
Responsibilities
- Set clear priorities, conduct regular one‑to‑ones, and support team development and performance.
- Review weekly risks, workload, and KPI trends; produce monthly KPI reports for stakeholders.
- Provide timely updates to customers and resolve escalations swiftly and effectively.
- Drive internal improvement initiatives, including knowledge sharing, learning programs, and process enhancements.
- Develop and maintain Oracle HCM capability, achieving and renewing Oracle certifications.
- Manage a globally distributed team across multiple time zones, ensuring coverage and collaboration.
- Oversee ticket queues and SLA compliance, balancing workload and service delivery.
- Identify and mitigate service risks, implementing corrective actions as needed.
- Foster a culture of continuous learning and professional growth within the team.
- Collaborate with cross‑functional teams to align managed services with broader business objectives.
- Minimum 5 years of experience in managed services, preferably within HCM.
- Thorough knowledge of Oracle HCM modules and related integrations.
- Current Oracle HCM certification (or ability to obtain within 12 months).
- Proven leadership experience managing remote, multi‑timezone teams.
- Strong analytical skills with a track record of KPI monitoring and reporting.
- Excellent communication and stakeholder management abilities.
- Demonstrated ability to handle high‑severity escalations and resolve issues quickly.
- Experience driving process improvement and knowledge‑sharing initiatives.
- Bachelor's degree in Business, IT, Human Resources, or related field (or equivalent experience).
- Customer‑focused mindset with a commitment to service excellence.
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