Strong focus on the rescoping, redesigning, and optimizing the HR Shared Services support model with oversight of Tier 1, Tier 2, and Knowledgebase Support. Lead the team to ensure a consistent positive employee experience and operational excellence.

This position will use deep knowledge and experience of the HR ServiceNow platform to optimize HR content while identifying opportunities to improve the employee experience. Influence the design of change management plans by partnering with HR Program Leads, Functional Heads, and/or Policy Owners. Ensure Shared Services readiness to support HR programs, initiatives, and events. Build and sustain strong, collaborative partnership across multiple business lines. Develop presentations and reports to successfully evidence results of change initiatives, programs or projects; and to market the performance and value of Shared Services.

• Lead team that executes critical operational processes including policy guidance, complex inquiries, basic transactions, issues and escalations through the employee life cycle.
• Drive a high level of customer satisfaction through a culture focused on exceeding service levels, delivering quality, and self-identifying trends and opportunities to enhance the employee experience.
• Work with process owners and service providers to identify optimal service solutions, best practices, and opportunities to mature the overall Shared Services model and which will deliver a simplified, consistent employee experience while minimizing the administrative burden for key business partners.
• Lead the transition of new work to Shared Services to evolve and optimize processes that support moments that matter within the employee journey.
• Provide effective service delivery systems that are “easy to use” and identify administrative barriers that may impede service effectiveness of Shared Services.
• Drive continuous improvement and partner with other areas across the enterprise to identify and resolve issues, and to implement improved employee experience with tools, processes, and policies, for an optimal service delivery.
• Establish practices for creating and maintaining case management workflow and knowledge articles in ServiceNow.
• Provide guidance to key business partners to ensure HR content is designed and maintained in such a way as to effectively and efficiently support the needs of the global HR function and employees / managers.
• Integrate the reuse, improvement and creation of knowledge articles into the problem- solving process; evolve content based on demand and usage, develop knowledgebase of collective experience.
• Define, implement and modify HR ServiceNow workflow and knowledge articles to realize efficiencies and adoption by Shared Services.
• Influence stakeholders across the HR function to inform development of change management plans and provide insights and risks on the workforce.
• Market Shared Services by presenting data to further mature the model and improve the employee experience.
• Stay informed of key Human Resources issues/events and changes which will impact Shared Services and ensure relevant content is in the knowledge articles.
• Keep abreast of the latest employee announcements and ensure the team is well prepared to support HR and assist employees and managers during the optimize and sustain phases of key projects or initiatives.
• Ensure readiness of Shared Services to support employee queries and administrative activities relating to HR change initiatives, HR annual calendar of events, and/or increase in business as usual demands.
• Ensure Shared Services processes operate as designed through execution of process confirmations and that outputs are addressed timely.
• Analyze HR portal and ServiceNow trends to ensure adherence to the tiered service delivery model and assess performance of the team. Interpret and use metrics to drive a more positive employee experience.
• Measure telephonic, transactional and customer service satisfaction results, determine trends and communicate results and plans to HR management by measuring qualitative and quantitative results
• Identify and manage risk to minimize the outcome and escalating where appropriate.
• Manage external vendor relationships, service issues and SLAs with identified third party providers.
• Resolve and respond to all escalated service issues.
• Meet or exceed established SLAs.

• Bachelor’s degree in Human Resources, Business Administration or equivalent experience preferred.
• Minimum of 8 years’ experience in the field of Human Resources spanning across multiple disciplines (HR Planning, HR Shared Services, Staffing, Employee Development, Compensation, Employee Relations, HR Policy Development, EEO & Affirmative Action, Financial Planning/Analysis, etc.) or within a high volume operational environment.
• Ability to translate strategy into deep operational execution, leveraging process expertise and analytics skills.
• Experience in leveraging Service Center tools including telephony, ServiceNow, Workday, employee portal, and/or document management systems to enhance service delivery.
• Ability to implement and continuously improve and scale processes that are durable and relevant.
• Quantitative and qualitative analytic skills. Expertise in utilizing data to scale and improve services and experiences. Able to establish measures of success and analyze data to create business insights and improvements and measure the customer experience.
• Successful track record of creating solutions to meet the evolving needs of the business.
• Demonstrated ability to build and sustain excellent relationships at multiple levels.
• Able to use relationships and influencing skills to not only to gain a better understanding of the company’s needs, but also to strategically accomplish goals and execute across the organization.
• Excellent communication skills that build trust, create open channels of communication, create impact without direct authority and achieve collective buy-in.
• Works well in a fast-paced work environment; possesses strong fact- and data-based decision-making skills and demonstrates a bias for action and results.
• Highly collaborative, a true team player, coach and mentor, focused on the success of others. Proven ability to attract, lead, and develop a strong, customer-focused, data-driven team and provide appropriate leadership, structure, coaching, training and development.
• Proven success in creating customer-centric experiences in an efficient and culturally appropriate way.
• Demonstrated success in balancing the need for efficiency and scale with customer satisfaction and a sense of high touch for all employees.