Lead HR Shared Services Analyst

3 weeks ago

Manila, National Capital Region, Philippines Zendesk Full time

Job Description

This role is responsible for streamlining how Zendesk takes care of its employees. We have thousands of employees across the globe that need answers to payroll, onboarding, benefits, and leave questions quickly. We want to give them the best experience possible by making the process to get their answers frustration free. You'll build the process and automation that tracks employee interactions and tickets to reduce friction. You'll be the single threaded leader responsible for continuous improvement within the People Services org that is always thinking about how to optimize this process.

What you'll be doing
  • A thought leader that challenges, supports and helps determine the overall direction of the People Services team, including but not limited to growth, engagement, and business opportunities.
  • Partner with the People Services Leadership team to drive business development for People Services by continually analyzing the current operational procedures and identify, recommend, and execute areas of improvement within the organization.
  • Regularly holds organizational business reviews and works with leadership and analysts to identify root causes and solutions impacting team metrics (SLA, CSAT and QA).
  • Map the entire "supply chain" of tickets for the People Services organization and identifying metrics that measure accountability and customer satisfaction.
  • Partner with the analytics team to bring insights and information to support decisions in workforce planning, staff scheduling, and effective resource allocation for projects.
  • Proactively identifies potential process issues and/or escalations and initiates collaborations with involved parties to resolve it.
  • Serve as a liaison between People Services leaders to make sure all are aware of initiatives, projects, and task migrations. Minimize potential friction with processes and resources as a result of the work.
  • Serve as a change champion and lead change management activities within People Services and build the plan that drives adoption of new process flows.
  • Engage stakeholders to manage issues and influence them to sponsor and support policies and initiatives that promote our internal controls, compliance and operational efficiency.
  • Interacts with leaders and peers, customers or vendors to share information and improve cross-departmental processes.
  • Develop and oversee the implementation of departmental training programs, including orientation materials and standard operating procedures (SOPs).
  • Assist with the implementation of systems upgrades and other systematic improvements.
  • Drive data-informed service decisions on capacity planning, identifying process gaps, and operational efficiency.
  • Work with the Business Continuity team to ensure BCP requirements are met for People Services.
  • Perform all other related duties as assigned.
What you bring to the role
  • Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify solutions.
  • Extensive background in reviewing various processes for automation, simplification, standardization, elimination, or migration to Shared Services Center.
  • Ability to manage multiple initiatives optimally in an environment subject to changing priorities and short deadlines with minimal supervision.
  • Experience in using Service Center technologies (e.g. ticket management, knowledge management, telephony/chat, email, document management, etc.).
  • Have wide-ranging experiences and People Services/ HR knowledge, operations process, systems and internal controls.
  • Uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
  • Is a recognized subject matter expert in People Service typically obtained through advanced education and work experience.
  • Validated ability to influence and motivate others to get results in a multi-location and matrixed environment.
  • Proven verbal and written communication skills and ability to present complex topics in a clear and concise manner to audiences at various levels of the business.
  • Ability to meet deadlines, handle varying workloads and work in a fast-paced environment.
  • Strong organizational and analytical skills to build partnerships with internal and external partners.
  • Embodies the Zendesk values in all interactions within the organization.
Basic Qualifications:
  • BS/BA degree preferred with demonstrated at least 6+ years of professional HR Shared Services or operations work experience, proficient functional knowledge.
  • Outstanding verbal and written communication skills; comfortable with giving and receiving open, constructive feedback in a way that fosters trust and respect.
  • Detail-oriented and excellent organizational skills; accuracy is essential.
  • Inventive, proactive and able to independently manage shifting workloads in a high-paced and ever-changing environment. You know how to prioritize and deliver on opportunities.
  • Outstanding judgment and ability to balance the needs of the company, managers, and employees.
  • Strong attitude for continuous improvement and exceeding client expectations.
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