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Process Owner HRSSC Workforce Admin

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Human Resources
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WD300613673 Requisition #
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  • Ensures quality controls are properly documented and executed by WFA Analysts, sharing findings with Supervisor when necessary.
  • Performs regular process audits to maintain quality control inside established parameters.
  • Working in close collaboration with WFA Supervisor keeps processes controlled according to KPIs defined in Case Management Framework and SOX Matrix by monitoring process and WFA Analyst's individual performance; identifies trends and opportunity areas and provides advisory to Management team.
  • Collects, consolidates and analyzes customer satisfaction feedback to drive initiatives for service improvement and best practice reinforcement.
  • Proactively engages other teams to achieve process End-to-End perspective for making decisions and developing best practices.
  • Maintains a positive working relationship within the team and with external customers.
  • Drives continuous improvement activities that will increase quality and service delivery efficiency.
  • Participates in the Service Intake Model to analyze the addition of new services to the EHRO Service Portfolio and provide expert opinion on the matter.
  • Generates and implements process and service evolution proposals and projects according to changing business needs.
  • Participates with CoEs, HR Technology Enablement or Vendors in system enhancements, upgrades and fixes; and coordinates Tier 2 analysts in such activities as appropriate.
Serves as main point of contact for Internal / External audit requests and follow-up.
Requirements :
  • 5 years of working experience in Shared Service Centers or HR Operations.
  • 2 years of working with SOX audit requirements on the Human Resources domain.
  • Ability to lead and motivate others without formal authority.
  • High English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English.
  • Fluent writing and speaking skills in Portuguese
  • Excellent oral and written communication skills and interpersonal skills.
  • Ability to work in multiple projects successfully and simultaneously.
  • Ability to understand and develop successfully partnerships with customers and peers.
  • High Analytical and Problem-Solving skills.
  • High Customer Service orientation.
  • High Performance Measurement orientation.
  • High Continuous Improvement orientation

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