The position will be accountable of the team delivering services for NA, which consist of around 35 HC (initially) with 2 supervisors who will be leading their respective teams consisting of HRSS representatives responsible of providing services such as I9s, Background Verifications, Unemployment, Leave of Absence and immigration.

• Oversee and streamline HR processes, ensuring efficiency and compliance; Identify opportunities for process improvement and implement best practices.
• Manage and optimize HR information systems (HRIS) and other technology platforms.
• Ensure HR policies and practices comply with applicable employment laws and regulations including LOAs, time off.
• Oversee the maintenance and accuracy of employee records, ensuring data security and privacy.
• Oversee the resolution of employee inquiries related to HR policies, procedures, and general HR information.
• Extreme focus on Centre’s performance & SL metrics and makes all efforts possible in driving the team on a daily basis to achieve those metrics
• Stakeholder management by setting clear expectations and ensuring delivery
• Understanding and delivery of the analytics and insights need of various stakeholders
• Leads, guides, mentors the HRSS supervisors to achieve greater heights Primary point of contact for all leadership stakeholders.
• Organizes and leads one-on-one performance/ coaching meetings with HRSS Supervisors at least twice a month and drive the same culture amongst their teams
• Prepare and execute Career pathing and development plan for entire HRSS
• Be able to take ad-hoc decisions in terms of HRSS Reps tasks
• Oversees all aspects of HR practices and processes
• Provides regular & upon need feedback and conducts team meetings and huddles
• Reporting and analysis on people-related metrics
• Ensuring case management and daily backlog management inclusive of all support channels
• Data analysis to understand business need, building these into strategic plans for development;
• Responsible guiding the HRSS NA Operation through the interpretation of NA HR policies, best practices, resources and tools, to provide innovative, creative, and proactive Human Resources solutions in alignment with the organization’s overall strategies.
• Comprehend, analyze, and interpret data trends to build action plans for improvement
• Coordinate and execute additional tasks, related to the company’s activities
• Act in responsible manner and take ownership of the success of the HRSS.
• Ensure service levels and defined goals of center are met
• Ensuring daily Monitoring of call, chat, e-mail and ticketing volumes.
• Provide ad hoc reporting as requested.
• Act as second level escalation tier and SME to employee calls as needed.
• Assess individual training needs of HRSS staff and ensure they are met.
• Monitor and ensure a supportive working environment conducive to high job satisfaction and morale
• Ensuring HRSS data and records are audit ready and compliant

• +5 years of experience on HR
• +3 Experience managing HR Shared Services / Call Centre or HR Operations Processes
• United States HR knowledge is a must – must understand NA regulations
• Operations mindset
• Successful experience implementing Process Improvement Initiatives. Six Sigma experience is a plus
• Proven ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment
• Strong communicator with the ability to influence, persuade and drive action.
• A collaborative management style and a strong customer / client service orientation.
• Demonstrated ability to manage performance, coach and provide direction in a team environment
• Experience in the areas of human resources, payroll, program management
• Demonstrated ability to comprehend, analyze, and interpret data
• Understanding of business operations in the industry. Knowledgeable of emerging trends and industry practices
• Advanced Microsoft Office Skills