Global People Services Operations Manager

11 - 15 years experience  • 

Salary depends on experience
Posted on 05/24/18
New York, NY
11 - 15 years experience
Salary depends on experience
Posted on 05/24/18

We are currently looking for an Operations Manager with an acute eye for detail to join our Global People Services team based in New York. You'll lead the team who handles our training, documentation and quality control including implementing and executing governance procedures to ensure documentation is up to date. You know what it takes to make us outstanding in providing customer service but also ensure we adhere the appropriate levels of compliance and integrity.

This position will report to the Global Head of GPS and interact regularly with cross-functional leaders across the globe as well as vendors and third-party providers. You'll be frequently involved in matters that require complex judgments and solutions based on sophisticated analytical thought. You’re a confident speaker with the ability to clearly articulate ideas in user-friendly language to non-technical staff and end users.

We'll trust you to:

  • Liaise with HR centers of excellence to lead and implement training on new programs and policies as needed
  • Understand processes end to end and represent GPS in communicating and coordinating configuration changes to improve workflow
  • Own testing configuration for GPS and partner with the HRTechnology team to ensure resources are planned accordingly
  • Be accountable for measuring and monitoring global performance including using data, tracking and analyzing service delivery metrics such as quality assurance, and workflow management
  • Create solutions to reduce contacts through process improvement and root cause analysis
  • See opportunity to enhance and improve the service proposition and work with management and other teams to implement appropriate changes
  • Collaborate with regional teams to ensure global consistency across all processes, identifying trends and implementing changes where needed
  • Set the strategy, plan, execute and conduct audits of all global processes to ensure compliance with key controls and lead remediation efforts as needed
  • Monitor assigned audits to ensure adherence and compliance with controls local legislation
  • Respond to inquiries, critical issues, and establish partnerships with key internal business areas
  • Liaise with systems owners to implement changes to Workday as needed
  • Be responsible for small to mid-size implementation of technology solutions to drive process improvement
  • Develop and coach your team to build strong and positive relationships with internal stakeholders
  • Be empowered to innovate and challenge traditional thinking on how to best tackle client issues
  • Think strategically, but stay on top of day-to-day tasks and responsibilities

You’ll need to have:

  • 10+ years of experience in HR operations, ideally at a major global company
  • Current knowledge of current HR protocols, regulation and standards
  • Experience building and maintaining process documentation and optimizing business processes
  • Experience collaborating with teams in different regions - understanding regional needs and nuances
  • Experience with controls auditing and remediation
  • Demonstrable track record of delivering process optimization in a shared services environment
  • Experience leading with data analysis to make decisions on process or system changes
  • Team leadership experience working in a dynamic fast-paced support environment
  • Strong communication skills especially as it relates to supporting ongoing HR transformation effort
  • The ability to work both independently and as part of a team, follow-through on both verbal and written instructions, and flexibility to multitask, prioritize, and organize multiple projects/tasks concurrently while meeting requireddeadlines

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