HR GBS Operations Manager
5 days ago
About the Job
We are seeking a highly skilled and experienced Employee Data Management & HR Reporting Supervisor Band 3 to join our team. The successful candidate will be responsible for managing the day-to-day operations of the Human Resources Regional Shared Services Tier 2 Employee Data Management (EDM) & HR Reporting team.
Responsibilities
- Supervise HR Tier 2 EDM/HR Reporting service delivery (including case management; transaction processing, data processing, data analytics/reporting and vendor management) for the Region.
- Manage and maintain HR Case Management technology and Employee Portal / Knowledge Management content for Tier 2 EDM/HR Reporting services.
- Partner with Regional GBS Lead to establish criteria for delivering Tier 2 EDM/HR Reporting services, including SLAs and KPIs, and monitor performance against these criteria.
- Ensure HR services provided are delivered in accordance with all internal policies and procedures, local, regional and national laws and regulations.
- Manage scope of data management and reporting across GBS services support, especially work related to implementation of new HR data and reporting programs.
- Ensure highest possible level of accuracy across delivery of Tier 2 data management and reporting services inquiry responses.
- Provide escalation point and subject matter expertise for complex data inquiries / employee reporting requirements (prior to Tier 3+ escalation).
- Monitor and review trends in data management inquiries and escalated challenges to improve data management processes, underlying data, etc. (in partnership with CoI).
- Manage performance of all data management systems and vendors and ensure efficiency and effectiveness of these relationships.
- Regularly review data reporting needs of managers across business to ensure customer needs are being met.
- Oversee a team of EDM / HR Reporting supervisors to resolve all escalated issues and inquiries on time with high degree of accuracy.
- Set strategy and priorities of HR Shared Services Tier 2 EDM / HR Reporting team to ensure team members have clear and achievable goals.
- Supervise, coach and evaluate Tier 2 EDM / HR Reporting analysts on their ongoing job responsibilities, including goal setting, development, and performance reviews.
- Lead employee engagement, talent acquisition and development, as well as leadership development to attract and retain best talent within Tier 2 EDM / HR Reporting team.
- Identify and recommend updates to Employee Data processing software, systems, and procedures.
- Oversee service quality, customer satisfaction, operational efficiency and continuous improvement of services delivered by Tier 2 EDM / Reporting resources.
- Stay current with trends and best practices in service center and service delivery industries, and continuously improve cost, quality and timeliness of EDM / Reporting services & vendors.
- Enhance and improve all Knowledge Management and Employee Portal content (articles, policy documentation, standard operating procedures, etc.) related to Tier 2 EDM / Reporting services.
- Manage results and data analytics for assessing progress and continuous improvement on an ongoing basis, recommending adjustments as needed.
- Collaborate with regional and global stakeholders teams to enhance process efficiency and drive process improvements.
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