Lead, HRSS Operations ( US Hire To Retire process)

Role

Location

This role will lead a large team of HR Operations advisors who support various US based functions in a highly matrixed reporting structure. The Supervisor will be responsible for the day-to-day supervision and monitoring of work activities to ensure that the team is performing efficiently and within quality standards. The Supervisor will provide coaching, facilitate training, and manage the performance of staff, while ensuring outstanding customer service and issue resolution.

Duties and Responsibilities:

• Direct daily operations of the department, including monitoring of case management system, for various US based HR functions including Benefits, Preboarding, Employee Lifecycle, and support teams.
• Direct and monitor workflow and department performance to meet Service Level Agreements and attain department objectives and metrics.
• Provide escalation support to advisors, and resolves/determines appropriate action for complex escalated issues that require independent judgment and problem solving.
• Participate in the interview and candidate selection process.
• Contribute to the modification of existing and/or development of new procedures and processes.
• Manage team scheduling and contingency planning for anticipated volume, planned events, as well as scheduled and unscheduled absences.
• Be present on-site 3 days per week to support their team.
• Perform performance monitoring for quality, audit and coaching purposes.
• Ensure compliance with all HRSC policies and procedures.
• Maintain privacy and confidentiality of information, protects the assets of the Company, reports non-compliance to the appropriate area.
• Effectively communicates with peers, managers, employees and other staff to enable consistent and timely flow of information
• Provide support for special project work as needed.
• Demonstrate the ability to prioritize work effectively.
• Foster teamwork to ensure positive morale and effective communication.
• Collaborate with other teams to ensure thorough issue resolution.
• Perform other duties as assigned or requested.

Qualifications:

Required Work

7+ years of US-based Human Resource experience

2+ years of direct people leadership experience, supporting a team supporting various administrative functions

Preferred Work Experience:

2 years of HR Shared Services experience