Job Description

Job Category: HR
:
The Support Hub Supervisor will build and lead a team that serves as the first point of contact for employees while also acting as an escalation layer between the analysts and the Tier 2 COEs for complex issues requiring knowledge of Hire to Retire (H2R) processes, integrations and systems. Systems include, but are not limited to, Dayforce, Oracle HCM and UKG, as well as case management platforms (ServiceNow) and related tools. This role will drive operational excellence through Service Level Agreement (SLA) compliance, knowledge base and article maintenance and continuous improvement initiatives, while also ensuring technical rigor in troubleshooting, testing and system stabilization. The Supervisor will establish scalable processes for global coverage across NOAM, EMEAI and APAC. This position requires a strong blend of service leadership, technical knowledge and process optimization skills to deliver a world-class support model and exceptional employee experience.
Responsibilities:
Global Employee Service Hub Leadership
Build and lead a global team responsible for Tier 0 and Tier 1 case intake, triage, and resolution across Employee Services functions
Oversee multi-channel support (portal, chat, phone, email) ensuring SLA compliance, quality standards and exceptional employee experience
Knowledge Management & Self-Service Optimization
Develop and maintain a robust knowledge base and self-service content to reduce ticket volumes and improve first-contact resolution
Global Coverage & Process Standardization
Implement a support model to ensure consistent service delivery across NOAM, EMEAI, and APAC
Harmonize processes globally while adapting to regional compliance and requirements
Operational Excellence & Reporting
The Customer Success Director will define the teams' Key Performance Indicators (KPIs), but the Supervisor will be responsible in monitoring Service Level Agreement (SLA) attainment, first-contact resolution, customer satisfaction (CSAT), backlog, mean time to resolution (MTTR) and provide actionable insights to leadership
Drive continuous improvement initiatives to enhance efficiency, reduce repeat contacts and improve the overall employee experience and adoption of case management tools and resources
People Leadership & Development
Recruit, coach, train and develop service hub team members on end-to-end hire to retire (E2E H2R) processes, encouraging knowledge sharing among the varying levels of experience
Establish clear goals and career paths for all team members
Foster a culture of accountability, customer service, collaboration and innovation
Risk Management & Compliance
Ensure adherence to data privacy, security standards, and regulatory requirements across all regions supported
Support audits and maintain accurate documentation for compliance purposes
Qualifications:
Required:
Bachelor's Degree in Human Resources, Business Administration, Information Systems, or related field.
KNOWLEDGE & EXPERIENCE:
Required:
At least 4+ year(s) in working experience in Employee Services, Customer Service Desk, or IT/HRIT systems support
Experience leading a team directly or indirectly
Strong written and verbal English communication
Global Shared Services experience is a plus
Very good written and spoken English
Preferred:
1. Experience working with UKG, Dayforce, and/or HR Systems(Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation
2. Experience in help desk case / ticket management (e.g., ServiceNow HR Service Delivery, JIRA, Zendesk) and knowledge base administration
Working understanding of H2R processes, including Time to Pay, Workforce Management and HR Administration
Strong customer service orientation and empathy
Proven ability to analyze, troubleshoot, and resolve issues in high-volume, time-sensitive environments
Strong organization, prioritization, and follow-through; able to manage across time zones
Ability to teach and coach others; experience facilitating training and workshops
Demonstrated ability to influence cross-functionally with and without direct authority
Curiosity and initiative to learn new systems and processes quickly; embraces change
3.TECHNICAL/SKILL REQUIREMENTS:
Required:
Microsoft Office products
Preferred:
i. Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation
ii. Experience in help desk case / ticket management (e.g., ServiceNow HR Service Delivery, JIRA, Zendesk) and knowledge base administration
About Us:
At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:
Life ... with rewards, benefits and the flexibility to enhance your health and well-being
Career ... with opportunities to learn, develop new skills and grow your contribution
Connection ... with an inclusive team and commitment to our own and broader communities
It's all here for you... let's Create Your Possible

Skills Required