Description
You will build and advance positive relationships across functional lines, which enable value creation.
- You will develop strategy to continue the transformation journey, and / or define business priorities for operations.
- You will lead teams to meet strategic objectives, develop individual team members, cultivate a healthy work environment.
Additional Description
Purpose
The Operations Manager for the GBS PS Shared Service Center in Ramos, Mexico is a crucial role in the GBS People Services organization and has a substantial impact on our ability to delight our internal customers in the delivery of services.
The Operations Manager has both operational and strategic responsibilities, in an effort to balance excellent service in the daily operations while continuing to transform the role the service centers play in the service delivery model and in growing the catalog of services to deliver more complex and value-added services.
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The Operations Manager partners with HR and key stakeholders across the enterprise to ensure excellent service daily, to identify new opportunities, and to continue to optimize the operations.
Position Tasks and Responsibilities
- Lead, co-lead, participate in transformation and migrations projects to continue to transform the service delivery model, expand the service catalog, leverage the service center and optimize the operations.
- Responsible for the day-to-day management of the Ramos Shared Services Center team, which is the single point of contact for employees, managers, and HR Business Partners and former employees for inquiries, issue resolution, and transactional support needs related to general HR, benefits, payroll, etc.
- Lead the service center team to meet or exceed customer expectations and operational metrics and targets.
- Lead and foster a culture of customer-centricity, service excellence, operational excellence and continuous improvement.
- Promote practices and policies that support a workplace of choice, prepare development plans for all team members, conduct performance reviews, provide coaching, identify training needs, and otherwise lead / participate in all HRM related activities and discussions as needed, locally, regionally and globally.
- Develops positive cross-functional relationships between Business Units, the HR Field, Information Technology, and other Service functions to ensure service levels are effectively managed.
- Partner with other teams to analyze trends in service, identify trigger events and design campaigns to anticipate employee needs and deflect volumes for the service center
Knowledge, Skills, Experience, and Competencies required
- Extended experience working in a shared services / contact center environment managing teams and / or client projects.
- Experience as an effective people leader of large and diverse teams.
- Bachelor's in Human Resources, Business Administration or a related field.
- Direct experience in customer service roles or supporting customer service roles that demonstrates a passion for service.
- Proven track record leading and delivering large transformation projects, with a sharp change agent mindset.
- Skilled at navigating strategy and operations seamlessly and effectively, adept at articulating complex topics and ideas in understandable and actionable messages.
- Strong analytical capabilities with proven success in creating / leading a culture of continuous improvement and integrative mindset to connect the dots and think holistically.
- Strong empathy and interpersonal skills. Outstanding at building effective partnerships based on trust across all organizational levels, including senior leadership and team members.
- Excellent organization, communication, analytical, problem solving, judgment and conflict resolution skills.
- Must be comfortable operating in rapidly changing environments with high levels of ambiguity, while collaborating across the enterprise in an influence model.
- Must be able to set priorities and organize his / her work and the priorities and work of the entire team, as well as be flexible to react to business needs and adapt as needed and frequently, while still achieving overall business results.
- Fluent in English and Spanish. Portuguese s strongly preferred.
Additional Preferred Experience and Knowledge
- Thorough knowledge of human resources practices, laws and regulations, and experience providing broad HR generalist / business process management support or an equivalent combination of education and experience. Specifically, in the following areas: general HR management, workforce administration, compensation & benefits, employee on-boarding and off-boarding, performance management, talent acquisition, talent management, and employee relations.
This position requires the ability to legally operate a motor vehicle on a regular basis. A company Vehicle will be provided for this role with successful completion of a Motor Vehicle Report review.
In case you need any reasonable adjustment to continue with your process, let your recruiter know.
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