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Human Resources
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WD30114475110 Requisition #

Primary Directive:

 

Responsible for managing and controlling a set of processes within the Workforce Administration Shared Service Center regional operation, serving +70,000 employees in 12 countries. This role distributes the workload, monitors and controls team’s performance, creates synergies among functional HRSSC areas, WFA teams and CoEs focused on improving customer’s experience and operational excellence and develops team members in alignment with operational goals and individual’s career aspirations. This role is responsible for accomplishing process performance as defined per the KPIs and the Call and Case Management Frameworks and maintaining compliance to SOX Matrix or any other legal requirement as applicable. WFA Supervisor proposes and implements Continuous Improvement initiatives within their scope but often considering, analyzing and discussing impacts and changes with teams outside of their scope, ensuring the End-to-End integrity of the process. Responsible for implementing Customer Satisfaction initiatives as a result of customer’s feedback. Actively participates in M&A projects and large projects implementation with a variety of customers in different organizations and countries. Identifies automation opportunities and execute Robotic Process Automation initiatives under the CoE Automation guide. Supports other Regional HRSSC sharing best business practices, fulfilling training needs and knowledge transfer initiatives.

 

The HRSSC WFA Supervisor main tasks/ responsibilities include, but are not limited to:

 

  • Provides guidance and expertise to front office Analysts to support employees, HR community or managers in the region. Manages a Tier 2 team and Process Owners who provide support services to Employees, HR and Managers across the region.
  • Overseas the following WFA core processes
    • Hires
    • Termination
    • Compensation Changes
    • Job Changes
    • LOA
    • International Assignments
    • Job Requisitions
    • Employee Data Changes
    • Move Worker
    • Tuition Reimbursement
    • Benefits
    • Audit WFA core transactions.
    • Resolution of complex transactions or cross functional transactions.

 

  • Maintains quality and SOX controls inside established parameters.
  • Keeps metrics controlled processes according to Case Management Framework and calls controlled according to Call Management Framework.
  • Responsible for building HR Service Center team performance and group commitments to goals and objectives and measures results to improve transactional efficiencies.
  • Ensures there is a positive internal and external working relationship within the team and with external customers by frequently communicating and soliciting feedback with both parties and by measuring customer satisfaction.
  • Ensures that service level agreements are met and develops process improvement activities to meet the goals.
  • Drives continuous improvement activities that will increase quality and service delivery effectiveness with input and guidance from the Continuous Improvement & Compliance team.
  • Advises external customers on best alternative to accomplish out of the ordinary requests.
  • Analyzes customer satisfaction feedback to drive initiatives for service improvement and best practice reinforcement with analysts.
  • Proactively engages other HRSSC teams when implementing and developing improvement initiatives and best practices, ensuring the integrity of the End-to-End process across HRSSC functions.
  • Participates in the Service Intake Model to analyze the addition of new services to the HRSSC Service Portfolio and provides expert opinion on the matter.
  • Generates and implements process and service evolution proposals and projects according to changing business needs. Manages independently process changes.
  • Participates with CoEs, HR Technology Enablement or Vendors in system enhancements, upgrades and fixes; and coordinates internal team as appropriate.
  • Participates in M&As and large projects with different external customers.
  • Identifies automation opportunities and execute Robotic Process Automation initiatives under the CoE Automation guide.
  • Supports other Regional HRSSC sharing best business practices, fulfilling training needs and knowledge transfer initiatives.

 

People & HR Activities

 

  • Manages the day to day operations and inquiries of the team. Ensure all hiring, performance reviews and performance management issues for department in accordance with HR practices and procedures.
  • Manages the workforce planning needs and career development for team members.
  • Manages actively team members’ work volume and investigates inefficiencies.
  • Achieves deadlines set by leadership and the business and proactively monitor and raise instances where deadlines cannot be met in a timely fashion.
  • Builds a climate that energizes team members, fosters employee engagement and drives accountability.
  • Assists with recruitment, hiring and retaining HRSSC staff.

Develops and implement improvement plans for those employees who are not performing up to the expectations and administer discipline actions when appropriate

Requirement:

  • Bachelors Degree 
  • 5 years of managerial experience within HR Service Center preferred.
  • High level of English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English. Other languages such as French, Portuguese are desirable.
  • Excellent management skills and ability to organize and plan effectively.
  • Excellent oral and written communication skills and interpersonal skills.
  • Ability to understand and develop successfully partnerships with customers and peers.
  • Ability to lead and motivate others.
  • Ability to manage multiple project plans successfully and simultaneously.
  • Ability to simplify complex HR processes and demonstrates value add to the business by improving metrics such as cost, productivity or quality.
  • High Analytical and Problem-Solving skills. Able to develop & apply reporting tools, ad-hoc queries to drive root cause analysis and mitigation actions as required.
  • Customer Service, Performance Measurement and Continuous Improvement orientated.
  • Experience in core HR operations processes.
  • Experience in Human Capital Management systems (Workday preferable) and Customer Relationship Management systems (Microsoft Dynamics preferable).
  • Experience in Microsoft Office suite applications.

 

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.

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