As a critical member of the global HR Operations Support team, this role will lead a team of specialists providing governance and support to our HR shared service centers, ensuring all their staff members are fully trained, have up to date documentation and resources to perform their jobs effectively, and are enabled to collaborate and exchange their knowledge.

Collaborating with internal stakeholders and subject matter experts from HR Operations and other functions, the incumbent will identify and assess training needs of our HR operations teams, as well as requirements for collaboration, training and knowledge management tools and standards. Based on those requirements, he/she will drive and manage the development and continuous improvement of related processes, standards, tools, and reports.

The role will oversee and support the creation and maintenance of operational documentation required by our HR shared services centers, as well as content for our global employee service portal.

Leadership and Team Management

• Manage, support, and develop HR Operations Support team members to achieve set goals and long-term objectives as a well performing team.
• Set appropriate performance objectives for direct reports and their teams and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Make tactical decisions related to services provided by the team, implementing new programs, and supporting technical and operational processes.
• Manage initiatives and processes to continuously enhance quality, consistency, and reliability of HR Operations service delivery.
• Develop and maintain contact with internal stakeholders involving a high level of complexity, and ensure they are aligned with the stated business objectives, plans, and long-term strategy of Global HR Operations.
• Influence others to accept practices and approaches and communicate messages to the executive leadership.

HR Operations Training

• Collaborate with internal stakeholders and subject matter experts from HR Operations, HR CoEs and other functions to identify training needs for roles in our HR Operations organization.
• Guide and manage the team in identifying the best delivery methods for trainings and supplemental training materials to offer a good training experience and achieve sustainable knowledge transfer.
• Oversee and support the design, development, delivery and evaluation of job-related training for HR Operations staff members.
• Analyze and monitor performance and success of the training and prepare reports to enable continuous improvements.
• Use lessons-learned methodology to identify areas of improvement and define action items.

Collaboration & Knowledge Management

• Collaborate with stakeholders and subject matter experts from HR Operations and other functions to assess and define requirements for collaboration and case & knowledge management tools and related standards.
• Drive the development and continuous improvement of case & knowledge management tools, processes, standards, SLAs, metrics, reports, and dashboards. Guide team members in providing related support for our HR Operations teams.
• Guide the team in developing and applying appropriate methods to facilitate collaboration and knowledge exchange across HR operations teams (e.g. Mentoring, Communities of Practice)
• Provide knowledge management governance, ensuring that HR operational documentation is well-maintained in line with quality and accuracy standards and that the HR operations teams have complete and well-maintained SOPs for all items in the service catalog. Track, monitor and report to stakeholders to ensure quality and accuracy standards are followed.
• Oversee and support the creation and maintenance of operational documentation required by our HR shared services centers (like Standard Operating Procedures, User Guides, Frequently Asked Questions, etc.), as well as content on our employee service portal based on defined standards, processes, and SLAs.

• Make sure online content on the employee service portal is regularly reviewed and updated to ensure clarity, accuracy, and consistency of content. Implement and oversee processes to make sure content stays up-to-date and of high quality.

No information available.