The US HR Direct Team Lead will be spearheading a team providing comprehensive HR support to General Mills employees across Canada, the United States, Mexico, and Spain. This role encompasses the day-to-day management of the US HR Direct India - team, handling employee inquiries and overseeing key HR processes, including severance coordination. The US HR Direct Team Lead drives operational excellence, process improvement, and consistent application of HR policies and procedures.
KEY ACCOUNTABILITIES
80% of Time Team Leadership and Daily Operations Management (US HRD) :
- Provides day-to-day leadership and management to the HR Direct team, ensuring the delivery of service level agreements (SLAs), key performance indicators (KPIs), and overall business value.
- Manages workload distribution, performance, and development of team members.
- Fosters an employee self-service culture by promoting the utilization of the HR portal (G&Me) and Workday.
- Facilitates or conducts quality monitoring of representatives to ensure customer satisfaction.
- Partners with the Region Leader on HR Operations activities and escalations.
- Provides input on resource/staffing needs to manage day-to-day operations, considering language strategy, time zones, and hours of operation.
- Measures, tracks, and provides performance feedback, career counselling, and development to team members.
- Analyses and prioritizes daily incoming work, manages backlog, and oversees case load distribution.
Severance and HR Process Management:
- Oversees the execution of severance programs, ensuring compliance with company policies and legal requirements.
- Responsible for strong governance around the creation of severance packages, distribution to requestors, tracking of signed release agreements, and termination of employees in Workday.
- Audits inputs to be shared with payroll for accurate and timely severance payments.
- Reviews existing processes and develops improvement plans to streamline and create efficiencies.
- Collaborates with key stakeholders (Employee Relations, Total Rewards, Legal, Solutions Development) to align on policy and operational improvements.
- Develops measures of success for aligned processes and implements audits to track those measures.
- Identifies opportunities for expanding existing operations regionally or globally and works with local and international teams to develop transition plans.
- Develops systematic audits to ensure accurate and consistent application of processes and procedures.
- Maintains confidentiality and discretion with sensitive information.
Manages Service Level Agreements
- CSAT Scores
- Call Quality Assurance Score
- Response time of 24 hours (SLA Breach)
- Minimum Ring on and No Answer (RONA)
- Turn Around Time of 3 Days
- Any other SLAs laid down from time to time
20% of Time
Process Harmonization, System Support, Project Leadership and Compliance:
- Identifies, recommends, and implements process improvements and standardization with a global mindset.
- Ensures prioritization of significant operational performance improvement projects.
- Ensures adherence to global/regional/local process alignment.
- Provides input to ensure local documentation exists for processes, regional documentation is distributed and maintained, and global documentation is available in G&Me in necessary languages.
- Helps identify, coordinate, and track training needs and delivery for the HR Direct team.
- Leads special projects for the HR Specialist Operations team and Employee Services team.
- Partners with Region Lead on change management for the region while ensuring governance to regional and local laws.
MINIMUM QUALIFICATIONS
- Education Full time graduation from an accredited university (Mandatory- Note: This is the minimum education criteria which cannot be altered)
- Minimum years of related experience required: 1-3 years of people management experience
PREFERRED QUALIFICATIONS
- Preferred years of related experience- 3+ years of people management experience, preferably in a shared services environment
Specific Job Experience or Skills Needed
- Strong prioritization skills
- High level of collaboration
- Proven effectiveness at delivering outstanding results
- Drives results by building high-trust relationships at all levels
- Navigates the organization and understands the complexity of a global services group
- Strong communication skills to both a technical and non-technical audience
- Ability to lead technological change and process improvements
- Flexibility to handle changing work demands
- Strong business acumen and financial literacy
- Demonstrates a passion for and understanding of process and technology
- Change management skills and experience
- Experience working globally preferred; demonstrated success collaborating across functions, cultures, and geographies
- Experience handling confidential information preferred
- Exhibits a continuous improvement mindset; experience with process improvement tools & methodologies preferred
Competencies/Behaviors required for job
- Credible Influence Is friendly & approachable to different audiences. Utilizes effective listening skills.
- Navigates the organization - Knows how the organization works its structure, processes, systems, culture, and cross-boundary relationships. Designs, manages, implements, and adapts (as appropriate) key HR processes to improve organizational performance.
- Leadership: Ability to lead and motivate a team.
- Problem-solving: Ability to analyze complex issues and develop solutions.
- Communication: Excellent written and verbal communication skills.
- Adaptability: Ability to adapt to changing priorities and work demands.
