Job Description

Key Responsibilities:

• Oversee and refine policies and procedures related to the management and governance of Workforce Administration data. Manage the work of HRS WFA team members, provide leadership, evaluate performance, and drive a high level of customer service. Define and develop team member capabilities, subject matter expertise, and maintain skill levels as required for exceptional service delivery. Monitor and act on available employee feedback and insights to maintain focus on exceptional employee experience.
• Partner with COE Practice Leaders, COE Program Owners to design relevant reports, dashboards, and analyses to support achievement of HR and COE strategies. Align with HR and COE strategic goals to lead an organization of deep subject-matter expertise and innovative solutions to consult on relevant programs, processes, and people, delivering a scalable best-in-class employee experience. Provide data-backed insights to support and refine HR and COE strategies based upon WFA reports, dashboards, and analyses.
• Drive day-to-day performance of their HRS WFA team by monitoring, tracking and interpreting SLA metrics, and achieve operational excellence as measured internally and against external benchmarks to drive improvement. Monitor and manage staffing needs for the HRS WFA team in the assigned region.
• Oversee WFA service delivery operations, responding to escalated service demands as needed (e.g., job data, employee data, etc.). Review/approve transactions, as applicable.
• Influence colleagues, customers, and collaborators to ensure acceptance of new processes and tools. Manage adoption of new scope of work, including knowledge development to support consultation.
• Identify ways to innovate, improve, standardize, scale, and leverage E2E WFA delivery capabilities, including the integration of enabling technology.
• Collaborate with other HR Solutions locations/hubs to provide a consistent application of the HR portfolio of services.
• Other incidental duties.

• Bachelor's Degree or Equivalent in in Human Resources, Business, Management, Organization Development, or related field, minimum 10 years years experience of relevant experience in managing HR processes for Talent Management and Learning Required or
• Master's Degree or equivalent minimum 8 years years experience relevant experience Preferred
• Experience with Learning Management Systems.
• Experience leading teams within a similar organization and matrixed structure Preferred.

• Experience leading and mentoring virtual teams and helping to foster/create a "great place to work".
• Experience and understanding of HR enabling technologies (e.g., case management, employee and manager self-service) within a customer service environment (ServiceNow preferred).
• HR and Talent Management and Learning Development domain expertise.
• Experience with an ERP system (Workday preferred).
• Experience working collaboratively to facilitate the delivery of HR services across numerous locations.
• Experience with Microsoft tools and applications required.
• Strong knowledge of Talent Management and Learning & Development processes and services administered within HR Solutions
• Knowledge of HR enabling technologies within a customer service environment
• Knowledge of standard business practices and professionalism in a customer service environment
• Specialized knowledge of end-to-end HR solutions in Talent Management and Learning
• Exceptional customer service orientation.
• Detail-oriented and high work standards in support of seamless execution.
• Strong analytical and problem-solving skills required.
• Solid knowledge of the TML industry and technology trends and applicable regulatory requirements.
• Ability to interact with all levels of employees.
• Proven relationship management experience with the ability to develop trust and influence positive outcomes.
• Ability to drive issues to resolution while maintaining an atmosphere of collaboration.
• Strong team collaboration and ability to support and motivate others to achieve goals/targets.
• Successful record of improving and executing programs as scale.
• Ability to lead a diverse team and foster inclusiveness.
• Capable of acting decisively while thinking strategically.
• Ability to balance workload and competing priorities.
• Excellent verbal and written communication skills, fluent in English and any additional required language.
• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.