Senior Manager/Associate Director HR Shared Services

The Associate Director will lead the EMEA HR Service Center and will work closely with HR Business Partners, Finance, HR COE’s, and Country Heads to drive execution and provide a best-in-class HR experience for employees and managers. This role is strategic and will work with HR leaders to define and measure SLA and KPI metrics on a global scale. The Associate Director will manage the day-to-day operations and distribution of work amongst the EMEA HR Shared Services team to maximize efficiency.

HR Service Delivery Support:

Leads the strategy, implementation, and delivery of centralized HR services through the HR Service Center for EMEA

Define measurable SLAs and KPIs relevant to the EMEA region working with HR Business Partners, Centers of Excellence and Country Leaders to meet business needs

Manages a team of regional HR Specialists to deliver timely and high-quality first-level results within established SLAs and KPIs.

Establish and implement HR processes and policies in accordance with corporate guidelines and interact with other COE’s to ensure compliance with local legislation

Facilitate cross functional training of regional team members on relevant policies and procedures to ensure continuation of services 

Create and implement department SOPs for standardization of HR service center offerings

Foster a team environment to encourage continuous process improvement and standardization of service offerings to allow for scalable growth

Participate in global projects and cross-functional initiatives.

Lead/oversee key project  projects driven by Human Resources Shared Service Centre objectives or business need

Data Privacy, Data Management, Record Keeping:

Measures HR Service Center performance via data analysis; identifies trends and make recommendations for process/delivery improvements

Provides routine updates to stakeholders and senior leaders via reporting dashboards

Manage a team who generates difficult reports or customizes them for targeted audience as needed. Analyze report data and suggest recommendations, impacts, etc. Track and report out on various requirements.

Custodian of Record - responsible for maintaining accurate files and records in compliance with company and local/country requirements.

Communication:

Maintains and facilitates a professional level of communication within the team, across HR as needed, and with clients in general.

May create and manage broadcast communications related to available services and systems.

Skills:

Experience in leading a team of 8 or more HR professionals, including virtual employees.

Ability to work effectively across cultures

Working knowledge of the role HR plays in the overall HR service delivery process

Excellent written and oral communication and organizational skills

Demonstrates strong process and project management capabilities

Demonstrates exceptional customer service communications skills

Demonstrates strong organizational skills to include planning, organizing, multi-tasking, managing competing priorities, and development of programs.

Proficiency in Microsoft Office including Word, Excel, PowerPoint, 360, and Visio

Comfortable working with HR systems and applications

Ability to adjust and maintain a flexible schedule/calendar to operating as part of a global team across multiple time zones.

Working knowledge of Ticketing platform and Workday experience preferred.

Knowledge and Experience:

Experience with working in a Service Center environment

Appropriate level of experience in a Human Resources management position

Appropriate level of supervisory/coaching others experience (5 – 7 years)

Experience working/managing a global team a plus

Education:

Bachelor’s Degree or equivalent relevant experience in an area of Human Resources or similar discipline

A professional qualification/certification related to HR systems or administration a plus

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