What are the responsibilities and job description for the Global HR Service Delivery Manager position at Avacend Inc?
Technical • Previous HR Systems experience with SaaS solutions (Workday, Workday VNDLY, or other cloud contingent worker platforms). • Functional knowledge of contingent worker processes. • Advanced knowledge and experience with Microsoft Excel. • VNLDY configuration Non-technical • Previous HR Service Delivery and Contingent Worker Program experience.
The Global HR Service Delivery Staff Manager is responsible for successfully organizing the design and implementation of the HR Service Delivery Strategy. This position works closely with HR Departments, Regions/ Districts/Business Units, and GBS to align expectations and design and enhance processes that are efficient, meet HR Department needs and employee experience standards. He/She drives the design and implementation of HR processes, including employee self-service options. The Global HR Service Delivery Staff Manager is responsible for continuous oversight of the HR Roadmap. This position facilitates and promotes collaboration across GBS and HR to provide quality end-to-end service while addressing escalation concerns. He/She analyzes appropriate HR service delivery channels (e.g.,web portal, phone, online request chat and mobile.) This position monitors compliance issues, improves business results, and ensures consistency, accuracy, and optimization of processes. He/She maintains relationships with Corporate SMEs, GBS, and the field. The Global HR Service Delivery Staff Manager may manage others within the department. This resource may be required to travel as part of their assignment.
Job Duties: Manages the Employee Experience with the HR Service Center/Central Employment Office.
Acts as the employee advocate within HR and HRSC/CEO to ensure the employee's needs are met.
Oversees service exception requests to assess service issues and ensure corrective action is taken.
Ensures positive employee experience to increase effectiveness of the HR delivery strategy.
Reviews employee feedback obtained through research and internal analysis to create a prioritized list of employee issues.
Identifies process gaps and employee concerns to improve the employee experience.
Continually assesses and measures the employee experience, identifying gaps and solutions, and driving collaboration to implement solutions across HR and GBS
Collaborates with GBS on HR Service Delivery Performance
Facilitates ongoing communication between HR departments and GBS process teams to determine needs, identify and solve root causes of process design failures and compliance needs.
Monitors performance metrics to ensure expected business outcomes
Defines expected outcomes to determine end-to-end process performance.
Reviews business process documentation with GBS and HR departments to facilitate process improvements.
Collaborates with Cross-Functional Groups to Provide HR Service
Provides expertise to assist in identifying and mitigating compliance risks.
Collaborates with cross-functional groups and other departments to identify root causes of issues, determine solutions, and implement action plans.
Provides financial analysis and business rationalization of change processes to increase cost savings and efficiencies.
Collaborates and communicates with cross-functional groups on new processes, procedures, and policies to ensure group requirements are incorporated and consensus on changes is obtained.
Collaborates with other functions to ensure compliance to regulatory requirements and HR policies.
Other Duties
Design and implement communication plans
Identify and work with all affected groups and functions to support project impact
Research trends and best practices; develop industry knowledge and expertise
Makes decisions about prioritizing or planning own work
Technical Problem Solving and Analytical Processes
Maintains and applies specific knowledge of information systems elements
Resolution of incidents and problems throughout the information system lifecycle, including classification, prioritization, initiation of action, documentation of root causes, and implementation of remedies.
