Director, HR Operations

Whirlpool Corp   •  

Benton Harbor, MI

Industry: Retail & Consumer Goods


5 - 7 years

Posted 24 days ago

This job is no longer available.

We are always looking for new opportunities to grow. We collaborate with purpose,

delivering innovation that expands boundaries for new categories, services and

businesses. We continually adapt the latest consumer insights and technology to design

and build innovative products that influence trends. And it pays off—the employees in

our 70 manufacturing, research and design centers spark ideas that lead to more than

70 million products sold every year. You might think it's enough for us to be the world's

leading manufacturer of major home appliances, but at Whirlpool Corporation, we never

stop finding new ways to create demand and earn trust.

Whirlpool Corporation is also consistently ranked as one of the top 25 most reputable

companies and as one of Fortune Magazine's most admired companies. Our vision is to

offer the Best Branded Consumer Every Home Around the World through

our mission: Create Demand and Earn Trust Every day. At Whirlpool, prudent

risk-taking, innovation and empowerment are fostered. Furthermore, each employee is

additive and brings to the organization unique skills and attributes which impact the

business we share. We collectively embrace and deliver focused on our enduring

values: Respect, Integrity, Diversity & Inclusion, Teamwork and Spirit of Winning; we

help our employees, consumers, shareholders and communities accomplish their goals

so they can make the most of moments that matter. Additional information about the

company can be found at , or find us on Twitter at @WhirlpoolCorp .

Currently, we are seeking qualified candidates for a HR Operations Director, Specialists in Benton Harbor, MI to join our Global Human Resources organization. This position oversees the day to day activities of the HR Specialists who handle customer escalations, vendor relationship management & administration, and rolling out Center of Excellence (COE) projects and programs within the HR Operations Center across multiple HR disciplines (e.g. Talent Acquisition, Talent Management, Learning, Global Mobility, Employee Relations, Compensation, etc.) The position will lead, direct, and evaluate the work of a large global team of HR professionals across multiple practice areas..

What You Will Do

  • Develop and own the ongoing org design work to continue to globalize and stabilize a relatively new functional team
  • Conduct talent management duties for a global team of at least 45 individuals, inclusive of talent assessment, development and career planning
  • Own the Vendor Management process for (US???) based HR vendors, inclusive of defining & developing standards, leading the Vendor Management steering committee, and improving overall ROI of our top 40 HR vendors
  • Supervise and work with HR specialists to manage ongoing work activities across multiple HR disciplines (e.g. Talent Acquisition, Talent Management, Learning, Global Mobility, Employee Relations, Compensation, etc.)
  • Primary interface to COE, Business HR and Non-HR functional departments to appropriately escalate inquiries/concerns
  • Acts in a consultative and project management role to COE to define and implement program delivery
  • Monitors case management and timely closure with all specialists to ensure quality customer service
  • Identifies and recommends methods to update, simplify and enhance processes, procedures and technologies
  • Provides staff with technical support and guidance on multiple HR processes
  • Interpret, communicate, and apply objectives, policies, and procedures
  • Use general understanding of procedures, policies, knowledge database, other reference materials and judgment to assist in resolving complex issues
  • Handles complex or escalated inquiries or transactions
  • Leads continuous improvement initiatives to ensure services are effectively delivered
  • Oversee team performance and manage communication and information flow to increase efficiency
  • Coach and develop specialist staff; approve and may lead training and development activities
  • Periodically monitor case responses to identify opportunities for process/quality improvements and team member training
  • Analyze operational performance against established metrics
  • Recognize and communicate unusual events affecting customer service
  • Makes adjustments to process and resource allocation in consultation with service center leaders, where necessary, to ensure client needs are being met
  • Other duties as assigned

What You Need to Succeed

  • Bachelor's or Master's Degree in Human Resources, Business Administration, Finance, or Related Field
  • Minimum five to seven (5-7) years professional experience in Human Resources
  • Minimum three (3) years in a supervisory position or operational management
  • Minimum two (2) years experience in a contact center preferred
  • Strong knowledge of Human Resources policies, practices, and procedures, legal and regulatory requirements
  • Experience developing and implementing customer service strategies
  • Experience working with customer service technology is preferred (e.g., case management system, knowledge management system)
  • Experience developing/managing teams
  • Ability to consistently deliver high quality customer service in a professional manner
  • Excellent verbal and written communication; ability to develop and deliver verbal and written communications which convey complex information in a simple, easily understandable manner
  • Strong analytical skills, attention to detail
  • Ability to multi-task in a fast-paced environment
  • Strong problem-solving and troubleshooting abilities
  • Ability to navigate computerized data entry system or other relevant applications
  • Acts honestly and professionally; ability to handle confidential and sensitive information
  • Leader; ability to manage others and exert influence
  • Ability to maintain effectiveness amid distractions and general noise
  • Ability to identify and analyze issues based on data or available information
  • Ability to maintain patience, commitment, and effectiveness when challenged by difficult situation
  • Ability to understand and appreciate the concerns, interests, and feelings of others
  • Ability to maintain objectivity under pressure