Senior Team Manager HR Direct
THE POSITION
Looking for a role where you are leading the GBS Center HR Direct function and where the teams are responsible for the operation and continuous improvement of services in Digital Tier 0and Tier 1 for HR Direct. Help us building excellence in customer experience by the conceptual and independent development, implementation and continuous monitoring of processes. If you are passionate about working with people, always aiming for continuous improvements and by fostering the determination of optimization potential, development and implementation of solutions, then this is your place to be!
Tasks & responsibilities
• As Senior Team Manager HR Direct you are responsible for overall leading the entire HR Direct team for 7 European markets. You will lead a team of around 10 people – 2 HR Direct Team Manages and 8 Specialists – according to the company´s Our Behaviors and our Leadership principles, following internal and external compliance regulations
• You oversee and monitor the teams and overall customer satisfaction process execution for all service-receiving countries
• Together with your teams, you are ensuring a high quality in the support or advice on questions regarding personnel processes, HR IT systems as well as selected local and global specifics
• In your role you are responsible for designing and ensuring competent communication with all customer groups by ensuring a positive customer experience across all interactions with HR Direct and Digital Tier 0 and Tier 1; professional complaint management and communication to the various customer groups is an integral part of the function
• You ensure smooth running processes in the functional area as well as the conceptual development of "Operational Excellence" within the respective teams regarding Digital Tier 0 and HR Direct (Tier 1), including analysis and monitoring of the efficiency and stability of the services in line with the Group-wide HR Service Delivery Model
• You will work on projects and in the environment where we use targets to measure the service quality, ensuring process adherence and continuous improvements in run mode by using the global Key Performance Indicators (KPIs) and analytics
About future our employee:
You should have verified knowledge in operational excellence with a focus on customer services and Knowledge Management, Talent Management, Workforce Planning and Compensation & Benefits, speak English min. on C1 level and have min. 8 years of professional experience in Hire-to-Retire Shared Services environment. A minimum of 5 years Leadership experience is a must.
Additionally, we are looking for:
• A master’s degree in business administration, psychology or similar (preferably in HR field or related areas)
• Highly skilled people developer who provides training, guidance, and motivation in times of transformation and change that result in the retention of top performing professionals
• Strong background in HR disciplines including Talent Management, Workforce Planning and Compensation & Benefits and a proven ability to capture complex issues in a solution-oriented working style with a strong drive to achieve results
• Distinct empathy, team spirit, accountability, intrapreneurship, and a high service orientation with a continuous improvement mindset
• Proven problem-solving ability to manage complex and/or sensitive situations to successfully recommend, influence and implement solutions which may require engaging different levels within the organization
• Preferably working experience with ServiceNow, MS Office (advanced in Excel) and SuccessFactors
• Experience with Robotics and Process Automation is a plus