The HR Data Management Manager position is responsible to manage, guide and organize the team and to lead the daily operations ensuring that service standards are met and HR customers are provided best-in class service.
It also identifies and provides feedback on service continuous improvement initiatives for driving better outcomes, more efficiency and accountability.
Major Responsibilities:
Build and maintain a strong team through effective recruiting, training, coaching, team building
Oversee the management of time schedules for the team managing resources around peaks/troughs, holidays etc.
Monitor incoming HR transaction requests and team activities and performance on a daily basis
Schedule and distribute tasks and projects within the team, plan the work including determining work techniques, equipment, tools and materials required to perform the work
Ensure strong quality and that HR service standards are delivered upon and that HR customers are provided best-in class service
Responsible for data collection and reporting metrics to monitor HR service operational excellence including quality and turnaround time
Coach and train team members to drive improvements and to ensure the highest level of service is delivered along with the efficient operation of the team
Build strong relationships with other departments within the company
Promote a service-led continuous improvement culture to achieve high levels of stakeholder service
Serve as an escalation point for the team and interact with various levels within the department for resolution
Identify and provide feedback on service continuous improvement initiatives and service enhancements based on KPIs, customer feedback and best practice sharing to foster standardization, automation and simplification
Continuously improve and extend our knowledgebase based on feedback from employees and other functional teams
Support and take part to special project and perform other duties as assigned
Job requirements:
Bachelor degree in Human Resources, Business or related fields or equivalent work experience
4-5 years of service center experience preferably in HR or related fields and 1-2 years in a leadership role
Excellent verbal and written communication skills and customer-oriented mind-set
Ability, competence and confidence to lead people
Ability to build strong, productive collaborative relationships
Ability to communicate at all levels in the organization including senior leaders
Ability to secure and maintain confidential information
Knowledge of best practices in shared services, leveraging new technologies
Continuous improvement mind-set and capable to identify opportunities for automation, efficiency or employee training and advancement
Comfortable with heavy use of technology, knowledge of HR systems (ServiceNow and/or Workday is a plus)