Job Description

Roles and Responsibilities

• Manage program events and respond to employee and HR service ticket requests and management of level 1 escalations.
• Provides support towards building a catching organization during the transition, define immediate and future support needs and operational frameworks. 
• Services include HR operational service areas such as: employee transactional support, mass transactions, complex organization reorganizations, employee data management, employee lifecycle management, HR systems help desk, problem escalations, etc. 
• Manages execution, transitional planning and any accelerated ‘catching’:
  Service Performance - Monitor KPI performance, variance commentary and actions to improve through established LEAN routines (e.g. MOR)
  Quality Assurance - Lead key inputs/outputs to proactively identify and resolve issues
  Vendor Relationship Management - Strategically lead quarterly reviews with vendors to drive performance, strengthen collaborative efforts and delivery of shared success
  Events - Ensure event readiness (operations, technology, audience)
  Audit and compliance – Lead delivery of process changes in response to audit and compliance issues
  Direct and Indirect Team Leadership - Manage, coach and support teams in the execution and delivery of their operational services by modelling a culture of continuous improvement regarding HR Operational customer focus and process delivery.

Required Qualifications

• For roles outside of the USA- This role requires advanced experience in the Human Resources & HR Operations Service Delivery. Knowledge level is comparable to a bachelor’s degree from an accredited university or college (or a high school diploma with relevant experience).

• For roles in USA - Bachelors degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

Desired Characteristics

• Ability to document, plan, market, and execute programs
• Ability to work independently by leading, guiding, and/or coordinating others and operating within a defined budget.
• Ability to work under broad or limited supervision
• Articulate, adaptable, with excellent inter-personal and cross-cultural skills
• Can-do attitude with a strong sense of accountability as well as interdependence
• Demonstrated ability to analyse and resolve problems
• Demonstrated ability to lead people / teams
• Demonstrated ability to transfer knowledge and develop others through coaching and mentoring
• Detail and numerical orientated with good analytical and problem-solving skills.
• Established project management skills
• Experience in providing independent technical guidance and counsel to HR stakeholders at various level of experience and hierarchy in the organization. Ability to adapt advisory style and tailor final products to target audiences.
• Eye for detail, confidence to challenge and ask questions
• Good Excel, Word and PowerPoint; quick adaptability to systems, tools and processes
• Logical, structured and process-orientated thinking
• Strong consultative skills
• Strong leadership skills
• Strong oral and written communication skills
• Understanding of finance for business.

Additional Information