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Equinix is the world's digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
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Manager, HR Services Helpdesk
Job Summary
This opportunity is an instrumental role leading the new HR Manager Support Helpdesk, our mission is to deliver elite HR support to people leaders throughout Equinix. This role leading a globally distributed team is pivotal in our mission to provide exceptional experiences by focusing on the Manager Persona and tailoring the team's services to their specific HR needs. The Manager will be responsible for, ensuring exceptional service standards are met, whilst managing quality, compliance, and processes. This new role requires the ability to build lasting links across our HR community and leadership team, establishing a trust to support this growing operation. This role necessitates a proven background in HR, processes, training development, quality assurance, data analysis, and continuous improvement.
Responsibilities
Team Management & Leadership
- Lead, run, and mentor a team of HR Services Specialists/Associates to provide world-class experiences through digital and live HR channels
- Nurture the team with clear goals and performance evaluation, providing developmental feedback and frequent coaching to high-quality standards.
- Responsible for the development and engagement of the team
- Create an empowered culture of continuous improvement focused on experience and efficiency
- Coach and ensure the team delivers against important metrics. Drive mitigation plans for critical metrics that are not trending as expected
- Make decisions guided by policies, procedures, and business plans agreed upon by upper management
Strategy
- Contribute to the delivery and evolution of the One HR Strategy, representing the department's capabilities and needs in projects, actively seeking new work to be brought into the operation
- Provide guidance and direction on HR programs, processes, and procedures to employees and managers within a defined SLA timeframe
- Implement and administer complex human resources programs, policies, and processes throughout the employee life cycle
- Utilize data from our core platforms to identify trends and improvement opportunities to enhance services and improve the efficiency of the operation
Operational Management
- Establish an experience-led culture with high standards, delivering within transparent operational metrics and SLAs
- Ensure business continuity through skill analysis and development, providing consistent support for standard processes across the team by reinforcing documented work instructions and ways of working guidelines
- Lead through Operational Excellence standards, role modeling the tools, and coaching the team's understanding and application
- Investigate trends, provide insights, and make data-driven decisions and recommendations to improve and maintain performance
- Understand and ensure the team drives compliance requirements, reports, and tasks for SOX, Employee Data Governance, and other policy requirements
- Define quality control and audit functions within HR processes, analyzing audit findings through to solution improvements
- Define goals and measurement standards to guarantee adherence, optimizing service, quality, and productivity
Customer & Partner Engagement
- Establish lasting connections across functions to better understand service needs and operationalize changes
- Provide expert care support as the critical partner for sophisticated, sensitive scenarios
- Ensure the effectiveness of HR function by championing HR Service Delivery model and collaboration across all HR & Lifecycle teams
- Drive continuous improvement through the lens of our customers and partners
Vendor Management
- Collaborate and represent Equinix with relevant external HR vendors
- Craft and maintain partnerships by actively supervising and recommending improvements in quality, service, and delivery
Continuous Improvement
- Work with a range of partners to improve processes and drive process improvements within the team
- Design global solutions and adjust as locally required
- Optimize user feedback to redefine processes to ensure continuous process improvement, driving process quality and efficiency
- Facilitate process improvement workshops and initiatives
- Exhibit a high level of curiosity, growth mindset, and stay on top of the latest trends & technologies to "Find a Better Way" and "Keep Growing"
- Pioneer change
Qualifications
- Extensive years of related experience or equivalent work experience
- Experience in leading HR teams is required
- Experience of working in an international or global business organization is helpful
- Strong organizational, analytical, leadership, and collaboration skills
- Adaptable, flexible, pragmatic and outcome focused, you must be motivated to work and collaborate with the business in a fast paced and high-reaching business unit
- Ability and drive to take initiative and ownership of projects and tasks
- Strong communication and relationship building skills, and experience
- Experience with Workday and ServiceNow is desirable
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.