People Shared Solutions; Maintain service catalogue; Deliver people lifecycle services; use case / knowledge management tools to manage cases/enquiries/work request; input to process improvement projects
Who we are
At FedEx, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's next. We are Team FedEx and we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to what's next.
This isn't a place to get just a job. Here, you get a career for life. Its a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results for our customers, for our people and for the planet.
Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.
Our Values
We take pride in being a people-first company, where our employees feel safe, valued and respected. Our culture values empower us to deliver great results.
With one FedEx culture, we:
Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what's next
Awards
FedEx has consistently ranked among the top 20 in the World’s Most Admired Companies” report, published in FORTUNE magazine, since 2001
Ethisphere named FedEx as one of World’s Most Ethical Companies® in 2023
What you will do:
The HR Shared Services Team Lead will be responsible for managing day-to-day HR service delivery, ensuring timely and accurate resolution of employee and HR queries, maintaining SLA performance, and supporting transactional HR activities for the region.
The role will act as a key point of coordination between the HR Shared Services team, PO’s, Talent Acquisition, Payroll, and other stakeholders. The Team Lead will also drive process improvements, manage special projects, and ensure a high-quality employee experience.
Key Responsibilities
1. PSSC Operations
Monitor daily HR service requests/ PG tickets and ensure timely allocation and resolution.
Review incoming tickets and assign them to the appropriate team members based on process, complexity, and workload.
Monitor ticket volumes, aging, turnaround time, and overall service performance.
Ensure all queries and transactions are handled accurately and within defined SLAs.
Act as an first escalation point for complex or sensitive employee/HR queries.
Conduct regular reviews of pending, aging, and overdue cases and drive timely closure.
Ensure proper documentation and adherence to defined HR processes and standard operating procedures.
Track key metrics such as ticket volumes, resolution time, SLA adherence, backlog, and customer feedback.
Identify trends, recurring issues, and service gaps and recommend corrective actions.
Drive accountability within the team for timely and accurate service delivery.
2. SSA Transaction Management & Exit Management
Oversee HR transactional activities for SSA markets, ensuring accuracy, compliance, and timely completion.
Ensure Payroll input for SSA is processed timely and accurately
Ensure transactions are processed in accordance with country-specific HR policies, procedures, and regulatory requirements.
Support the team in resolving complex transactional issues and coordinate with relevant country HR teams where required.
Identify opportunities to standardize and simplify transactional processes across markets.
Oversee exit process for MEISA, ensuring accuracy, compliance, and timely completion.
3. Team Coordination & Support
Allocate work effectively across the team based on workload, priority, skill, and SLA requirements.
Provide day-to-day guidance and support to team members on HR processes and complex cases.
Monitor individual and team performance and provide regular feedback and coaching.
Identify training and knowledge gaps and coordinate appropriate learning interventions.
Ensure appropriate backup and business continuity arrangements are in place for critical processes.
4. Special Projects & Process Improvement
Lead or support PSSC projects, process transitions, and transformation initiatives.
Identify opportunities for process standardization, automation, digitization, and simplification.
Participate in process mapping, requirement gathering, testing, implementation, and post-go-live stabilization.
Work closely with cross-functional stakeholders to deliver project milestones within agreed timelines.
Develop and maintain process documentation, SOPs, FAQs, and knowledge management content.
5. Stakeholder Management
Partner with PO’s, Payroll, Talent Acquisition, HRIS, and other stakeholders to ensure seamless service delivery.
Act as a key contact for operational escalations and service-related concerns.
Build strong relationships with stakeholders and proactively communicate service issues, risks, and improvement opportunities.
Ensure stakeholder feedback is captured and translated into service improvements.
6. Vendor Management
Partner with internal teams to ensure seamless onboarding of a vendor to support HR services -as and when needed.
Monitor vendor contract and ensure timely renewal whenever required
Ensure timely processing of invoices.
You will be a great fit if you
Master’s degree in human resources or related discipline is a must
7+ years of progressive experience in Human Resources
Exceptional understanding of HR operations, analytics and compliance framework.
Experience in managing HR transactions and employee service requests across multiple processes and/or countries.
Exceptional HR Analytical & data visualization skills
Strong Communication skills both Written & Verbal Communication
Process oriented mindset with attention to detail
Prior experience in a team lead or supervisory role is preferred.
Strong understanding of HR processes, service delivery models, SLA management, and HR operations.
Experience working with HR case management/ticketing systems and HRIS platforms - Workday, Service Now.
Experience in process improvement, transition, automation, or HR transformation projects is preferred.
What you can expect
Attractive remuneration package
Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
A supportive and inclusive work environment.
Mentorship and guidance from industry professionals.
Exposure to real-world projects and challenges in Marketing, Operations and other functions.
Valuable skills and experience to enhance your resume.
Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be.
Our Commitment to Equal Opportunities
Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.
We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.
Interested to join Team FedEx?
Everyone at FedEx has a part to play. It’s about coming up with smart solutions, remaining resilient in the face of setbacks, and going above and beyond to get the job done. And whether you’re a business leader or delivery driver, you’ll be empowered to take responsibility and overcome each challenge in your own way.
If this role and working environment sound like a place you can thrive in, apply today and let’s create what’s next together.
Judgement & Decision Making Skills; Presentation Skills; Written & Verbal Communication Skills; Accuracy & Attention to Detail; Influencing & Persuasion Skills
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.
All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.
