Alcon HR Help Center Manager, Warsaw

Job Description
The HR Help Center Manager will assist in the creation of our HR Help Center in Warsaw, Poland. This role will lead a team of diverse, multi-lingual HR professionals accountable for timely and accurate support of Alcon associates in all aspects of the HR employee lifecycle including management and adherence to Alcon policies and procedures, HR administration, various HR system navigational support and escalation of issues.

• Lead the migration of HR processes to the newly created HR Service Center in Warsaw, Poland
• Establish the HR Help Center team to support the EMEA Region
• Accountable for the HR Help Center and successful execution of day-to-day activities in the center.
• Provide prioritization of work assignments and serve as an escalation point for issues for the team
• Deploy and monitor global standard operational processes for HR to ensure the center is effectively gaining from economies of scale, utilizing technologies and operating systems to support agreed Service Delivery Model (SDM) SDM model for Alcon HR
• Accountable to measure, track , ensure compliance and report standard Service Levels (SLAs) and key process and operational metrics (KPIs) including high customer service expectations for associatates.
• Deploy training programs for on boarding new employees and maintaining required certifications, based on Global Standard training programs, and incorporating Alcon specifics requirements, where applicable
• Drive Alcon services compliance on HR processes and procedures, Self Service, and Data Analytics & Reporting requirements
• Monitor service delivery performance for the Shared Service Center and address service gaps as needed, to ensure Alcon is consistently meeting agreed SLAs and performing at designed ratios
• Deploy, train and qualify delivery teams on standard solutions, standard delivery models, and improvement initiatives, to ensure global and consistent service delivery for Alcon
• Ensure maintenance of Alcon's PI & SPI information, and that contents are timely updated and current
• Manage in center, as well as global and cross-functional projects, to drive process improvement, improve customer service and implement new HR solutions for Alcon
• Provide leadership in support of organizational direction and culture. Manage employee performance using established company tools/methodology and set an example for team members
• Proactively stay up-to-date on trends and developments within assigned functional area of expertise, constantly researching and implementing best practices as appropriate Work to enhance the capability of self and team

We are keen to speak to candidates with the following experience;

• Strong understanding of HR operations and Contact Center management
• Experience with Migration of HR processes to a Centralized HR Service Center
• Experience in using Service Center technologies (e.g. ticket management, knowledge management, telephony / chat, email, document management, etc.), ServiceNow a plus
• Strong collaborative partnership skills to ensure the effective execution of shared services solutions across the stakeholders
• Ability to work effectively in an environment subject to changing priorities and short deadlines
• Self-starter with a proactive and inquisitive nature who can anticipate and pre-empt problems
• Strong planning, organization, delegation, problem solving, and decision-making abilities
• Skilled in effective leadership, people management, and development
• HR Information System experience preferred, Workday a plus
• Can be trusted to maintain confidential information
• Strong process-orientation and process improvement mindset
• Excellent Communication and Customer Service orientation
• Shifting work schedule might be required depending on the critical deliverables and the urgent requirements of countries supported

Minimum requirements • Bachelor's degree in business, HR, or related discipline required
• 5+ years HR Shared Services / Customer Service experience
• 3+ years managing medium size teams
• Previous experience in process migration/transition (participate/lead)
• Previous experience in managing teams of different cultures and languages preferred
• Previous experience supporting HR policies and processes in EMEA

The ability to fluently read, write, understand and communicate in English (Proficiency level CB2/C1).
Other European languages are a plus (German, French, Russian, Italian, Danish and/or Polish)

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