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Senior Manager, HRSSC, Dalian Center

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Human Resources
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WD30132290322 Requisition #

 

Senior HRSSC Manager – APAC 

 

The Senior HRSSC Manager is responsible for providing leadership, direction and prioritization of services within the Workforce Administration team operations across Asia Pacific regions.  Is responsible for aligning initiatives and service offerings from the group to support Managers, Employees and HRs.   Ensures the support to managers and employees and provides exceptional customer experience, meets service level agreements and is aligned with the organization's objectives to continuously improve processes.

 

The HRSSC Manager is responsible for the management of the HR advisory team, front-office calls and back-office processing, with overall responsibility of the core HR processes like New Hires, Employee Movements, Terminations, Salary Increases, Leave of Absence, etc managed within the center.

 

The HRSSC Manager will interact with the Centers of Excellence (Talent Acquisition, Benefits, Compensation, etc.) and Field Solutions to resolve complex issues and to work on continuous improvement projects.

 

The HRSSC Manager will maintain and build a strong multi-disciplined team who will be responsible for managing significant aspects and processes associated with the employee lifecycle from initial hire through termination. Also responsible for Leading and influencing the delivery of HR operational activities and maintaining a strong knowledge of HR Operational best practices. 

 

Partnering with the HRSSC Manager India, the HRSSC manager is responsible for providing leadership, direction and prioritization of services within the Workforce Administration team operations across Asia Pacific regions.  Is responsible for aligning initiatives and service offerings from the group to support Managers, Employees and HRs.   Ensures the support to managers and employees and provides exceptional customer experience, meets service level agreements and is aligned with the organization's objectives to continuously improve processes.

 

 

Roles and Responsibilities 

  • Lead a team of approximately 35 experienced HR professionals
  • Envisions, directs, and is accountable for the consistent delivery of HR operations across the shared service model. Responsible for operational strategies, HR financial management and budgets, internal controls, and customer relationship management.  
  • Provides operational thought leadership by initiating, leading and/or participating in a broad range of major projects and initiatives to support regional expansion and enhance operational excellence. This also includes mergers, divestitures and acquisition projects.
  • Provides support on identifying, building, changing, and implementing efforts related to the consistent delivery of HR services.
  • Works with leadership to proactively identify gaps in delivery and devises practical, scalable solutions, negotiate service level objectives, and identifying opportunities for additional service offerings.
  • Partners with IT and HRE on continuous improvement projects related on improving process efficiency and customer experience on the transactions and tools used by the HRSSC team.
  • Understands all supporting systems including: Time and attendance interfaces, security, upgrades, the associate data warehouse and corresponding third party vendor relationships.  Drives initiatives to maintain and improve the HR Case Management, Knowledge Management and Telephony applications.
  • Understands audit processes and responsible for compliance (internal and external) ensuring that all processes are in place and appropriate controls are in effect for the transactions that are managed by the  team.
  • Oversees the management and training of HRSSC analyst in customer services skills, general company human resources policies, benefit plans and country requirements.
  • Promotes and markets the HR Shared Services offerings, driving case volume, adopting and incremental growth, moving up the value chain in terms of scope and complexity of work brought into the delivery model.

Customer

  • Utilizes HR metrics/reports and other data needed to deliver an outcome of informed business insights to support user experience, and increased effectiveness and efficiency of programs and tools.
  • Skilled at using effective listening, probing and investigatory skills to handle complex, sensitive escalated inquiries and conversations with discretion, composure and compassion; leverages established credibility to remove roadblocks for the team. 
  • Strong customer service orientation, proactive and solution focused with an ability to deal effectively with difficult interactions and tough issues.
  • Seeks ongoing feedback from customers to identify improvement opportunities and serves as a role model for high quality customer service.

 

Service

  • Drives continuous improvement efforts through defined SLAs and tracking mechanisms.
  • Provides effective/efficient services with an optimal balance among cost, efficiency, and service delivery. Assesses, on an ongoing basis, team’s performance against benchmark service levels and responds as appropriate
  • Validates new requirements that could be delivered through HRSSC, in alignment with the work that the team executes.

 

Analytics

  • Monitors the team’s analytics & team productivity (e.g. reports, dashboards, service levels) implementing continuous improvement solutions, streamlining processes, and identifying common people/performance issues.
  • Creates and provides business intelligence to the organization through analytics and reporting gathered from employee and management feedback, inquiries, and transactions. Recommends and implements remediation and intervention at appropriate levels to influence change, mitigate risk, and optimize HR services and programs

 

Team building

  • Responsible for leading a team of HR professionals to deliver an exceptional employee experience across a broad range of HR activities, processes and programs.
  • Builds, coaches, and directs a leadership team of direct reports into a highly responsive team that meets the required published performance standards.
  • Partners closely with HRSSC colleagues globally to escalate issues, sharing knowledge and agreeing on global processes where appropriate.
  • Reinforces the organization's core values and behavioral expectations through modeling, communication and coaching.
  • Models and actively champions the importance of knowing, supporting, and adhering to organizational policies and procedures, including confidentiality.
  • Responsible for maintaining quality and compliance requirements on all services offered. Understands and communicate the Key Performance indicators that the team and individuals are responsible for delivering.
  • Responsible of fostering a work environment of engaged team members that collaborate between each of the functional areas, identifying opportunities for process or customer experience improvement.

 

Legislative

  • Working functional knowledge and understanding of employment, data privacy and fiscal legislation, its interpretation and implementation and of employment practices specific to APAC and Country compliance.
  • Stays abreast of changing regulations to be able to provide guidance and direction to teams and develops strategies to mitigate risk exposure.

Qualifications

  • Bachelor’s Degree in HR, Business or related field required
  • 8+ years of managerial experience within HR Service Center required
  • English Proficient (written and spoken)
  • Minimum of 7 - 10 years of HR and Operations experience, or HR Service Center experience and minimum of 5 – 7 years of experience on an HR Generalists or Employee Services role
  • Excellent management skills and ability to organize and plan effectively
  • Excellent oral and written communication skills and interpersonal skills
  • Metrics management orientation – ability to translate how metrics indicate performance and are to be used to manage and focus the team, but are not to be the goal in themselves
  • Ability to lead and motivate others
  • Ability to manage multiple project plans successfully and simultaneously
  • Strong process and technical aptitude
  • Strong internal controls and SOX compliance mindset
  • Expertise on core HR transactions (Hiring, transfers, promotions, leaves, terminations)
  • HRIS, HRIM and/or Business Processes expertise
  • Experience on Knowledge Management processes
  • Expertise with Case Management, Data Management, Telephony and Reporting expertise

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