AMER HRSC Supervisor

Key Accountabilities​

• Provide coaching to team of HR Shared Services Representatives providing first line HR support for employees, managers and HR for different aspects of HR administration activities. Ensure that team members are working in accordance to established guidelines and business process and service level agreements. Set day to day operational objectives of the team​
• Identify process related issues and concerns and escalate to Manager in a timely manner. ​
• Review every day metric reports to see the performance of the team members. Identify the gaps and take corrective actions in a timely manner​
• Manage the team resource as appropriate to ensure all key tasks are covered during absence and holiday & there is adequate backup plan​
• Ensure process documents and guidelines are reviewed and updated where needed on a quarterly basis. Works on driving process improvements and process efficiency in the ways of working. Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders​
• Ensures all escalation of incidents that could become high priority, business risk or exceed SLA are flagged off well in time​
• Recruit, train, motivate and develop the team members. Conduct regular Process knowledge assessment to team members ​
• Participate in projects and rollout calls and meetings and ensuring delivery of tasks related to projects in a timely and efficient manner​

Required Education, Experience, Technical Skills and Knowledge

Education:​

• Bachelor’s degree or equivalent combination of education and work-related experience​

Critical Expertise & Experience:​

• Minimum 2-3 years in HR Shared Services experience with 1 year in a team lead/supervisor role​

Technical Skills and Knowledge:​

• Demonstrated strong PC skills including proficiency in a variety of software packages (i.e. Excel, Microsoft Word, PowerPoint, Outlook, e-mail, etc.). ​
• Demonstrated effective oral and written communication skills for the purpose of conveying information to internal and external customers, or providing information via written reports or correspondence. ​
• Demonstrated ability to analyze basic database information for the purpose of accurately tracking/retrieving/maintaining/storing data and reporting trends or inconsistencies.​
• Demonstrated ability to follow protocols and service level agreements​
• Demonstrated problem-solving skills for the purpose of maintaining the daily flow of work, answering questions, resolving issues and producing reports. ​