Job Description
Position Objective
As part of the Colleague Services team the role holder will be expected to deliver the provision of regional HR services such as Benefits, HR policies & procedures via a Case Management Solution (ServiceNow). The primary focus is on the Colleague Experience through the timely and accurate resolution of HR Cases!
The supervisor is focused on overseeing the day-to-day activities of a complex group of countries within the Colleague Services EMEA Shared Service Centre and ensuring that the cluster meets its strategic goals!
They will ensure quality of service and operational performance by analysing the metric dashboards in addition to providing support on escalated service issues.
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Key Responsibilities
• Delivers Colleague Services support to assigned countries
• 1st escalation point for all complex operational issues within area of accountability
• Deputize for CS Manager as appropriate
• Monitors case management activity levels, call volumes and Workday Inbox activity to ensure that KPI standards are delivered
• Ensures team achieves stated performance measures and adheres to established standard operating procedures
• Effectively analyses, evaluates, and resolves complex issues escalated by team members and manages each case through quick and accurate resolution
• Offers team members ongoing mentoring, coaching and other feedback for professional development, completes monthly scorecards as part of 1:1 meetings; completes quarterly, semi-annual, and year-end reviews
• Supports and enables the personal development of team members
• Monitors and leverages metrics and trends to determine where process improvement options exist to improve
• Stays abreast of company policies, plans, and programs, providing regular team updates
• Ensures process documentation is current and teams receive adequate training on changes
• Performs special projects as needed. As a subject matter expert, influences project decisions to improve the customer experience and/or improve efficiency.
Minimum Requirements/Qualifications
• Prior experience working in a HR Shared Service or HR Case Management role
• 2+ years previous supervisory experience
• Experience working in a performance driven environment advantageous
• Critical thinking, problem solving and the ability to work with ambiguity
• Service-oriented attitude
• Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment
• Resilience; high energy with the ability to organize/prioritize workload and maintain a positive attitude
• Ability to work independently with minimal supervision and be able to work collaboratively with a wide range of customers
• Sense of accountability, owning one's work and taking pride in it; commitment to quality and continuous improvement
• Experience leading team members who are remote