What you'll do:
The Global HRSS Team Lead is responsible to manage a group of highly skilled HR Analysts, partner with the business to support business growth and support more complex processes, within the defined Service Level Agreement. He/she should be strategic and flexible with working in a fast-paced shared services environment, with excellent project and operations management skills to support new process deployments and business stabilization. He/she will leverage the talent of a team of professionals and manage the day-to-day activities to ensure successful delivery of services to our internal clients and contributing to the long-term development of HR Services organization.
- Acts as supportive leader and coach to a team of professionals to help deliver high levels of service to internal clients.
- Supports process deployments and project implementations, showcasing expertise on process mapping and process design.
- Proactively identifies opportunities to improve processes across in-scope activities.
- Responsible for supervising the daily activities and workload of the team, including oversight of the accuracy and timely resolution of all incoming inquiries.
- Serves as an escalation point for the HRS HRSS and interacts with various levels and departments within the organization for problem resolution as needed
- Trains and leads the team through issue resolution processes, including root cause analysis as well as issue and workload prioritization
- Drives and supports the Global HRSS team to meet and exceed service level agreements (SLAs)
- Responsible for the performance and professional development of the team through ongoing coaching, annual reviews and timely operations status updates
- Promotes process adherence and business compliance and maintains high integrity in protecting Sensitive Personal Information (SPI)
- Participates in the selection and training of new and existing team members
- Manages multiple priorities simultaneously
- Performs other duties as assigned
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Qualifications:
- Bachelor's degree.
- 3 to 5 years of supervisory experience, preferably in HR/BPO Operations.
- Relative experience in Shared Services/BPO, preferred. Experience with Oracle or any other HRMS applications.
- Highly skilled in stakeholder management and relationship building
- Strong Project Management Skills
- Strong Internal and External Customer Focus
- Excellent Oral and Written Communications Skills
- Risk and Issue Management
- Detail-oriented
- Strong analytical and problem solving skills
- Passionate about quality and efficiency
- Able to work well with people across multiple functions and cultures
- Advanced PC skills (Microsoft Excel, Outlook, Word and databases)
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