Key Responsibilities

• Leadership: Lead global and US operations of the employee support center, ensuring data quality in Workday in collaboration with the Advisory Partner and P&C systems team.
• Employee Experience: Optimize employee experience by driving Workday Help adoption and enriching the knowledge base with analytics.
• Service Monitoring: Monitor and analyze service quality through Workday Help data.
• Global Mobility: Ensure global mobility services (relocation and immigration) meet agreed standards.
• Vendor Management: Manage vendor relationships, ensuring compliance with agreements and SLAs.
• Budget Management: Oversee the employee support budget and ensure accurate cost allocations for suppliers.
• Policy Maintenance: Update global and local policies, aligning the Workday help knowledge base.
• Process Improvement: Drive continuous process improvements in the employee support center.
• Collaboration: Work with payroll and finance teams to ensure timely payroll data management, audit compliance, and GDPR compliance.
• Team Management: Build and foster a team culture aligned with organization values, managing a team of 8, including 4 direct reports, to deliver critical activities and explore improvement opportunities.

Key Metrics

• Service provider performance
• Employee satisfaction score
• Budget vs. actual contract variance
• Process improvement benefits

Key Relationships

• Internal: Employee Support Center staff, Finance, Compensation and Benefits Team
• External: Payroll Providers, Benefits Providers

Person Specification

Qualifications

• Degree in a related area
• Professional qualification in Human Resources

Experience

• Leadership in managing employee operations
• Experience with US benefits administration and payroll requirements
• Ability to work efficiently in a fast-paced environment, troubleshooting and following initiatives to completion with strict deadlines, attention to detail, and budget reporting
• Experience with continuous process improvement techniques
• Knowledge of benefits and payroll
• Experience in customer service-oriented workplaces
• Process improvement experience with Lean, Six Sigma, or similar accreditation

Competencies

• Understanding of employee operations processes
• Payroll management principles
• Data management and governance principles
• Vendor management
• Internal process audits and corrective actions
• Process improvement techniques
• Analyzing big data sets for management insights