ER Team Manager
hace 2 meses
As the Tier 2 Team Lead of the Employee and Manager Support Services and part of our Employee Experience Services section of our Global Business Centre, you will be responsible for leading a team of highly skilled Specialists on a journey to be a world class service delivery team, ensuring a right first time approach through innovative ways of working and the elimination of waste all the while delivering standardised, customer-centric services and solutions to our Employees and our People Managers across the globe.
Key responsibilities• Providing true expert knowledge and guidance to all Tier 2 Specialists in the Employee & Manager Support section of the Global Business Centre, on the future/emerging strategy for HR case management, HR Support and administration on our journey to become a “Best in Class” service centre continuously improving employee experience and making it easier for our People.
• Analysing leading practice, market trends and benchmarking to bring innovative thinking to the delivery of Employee Relations & Manager Support services to the countries under your domain.
• Analysing relevant internal metrics to provide insight in to current and future team performance; adapting and improving the service in an agile and responsive way, aligned to the Kerry GBS framework.
• Owning the Business Continuity Plan and Disaster Recovery Plan for the continued operation of all HR support services and Tier 2 contact levels in countries under your domain in case of unforeseen emergencies
• Creating and leading a high performing team to achieve KPI/SLA targets and deliver outstanding operational results.
• Being able to drive talent and performance through setting clear objectives, managing performance and creating opportunities for the team
• Demonstrate a deep knowledge of the Kerry GBS framework and service model, and associated tools and systems (such as self-service Knowledge base and virtual Agent functionality, online document repositories etc.) and use this knowledge to ensure excellent cross functional working and collaboration with all relevant COEs and partner functions..
• Create and maintain a culture of Continuous Excellence across your team by enabling an environment of continued growth and development, implementing continuous excellence tools and routines and ensuring representation of the Tier 2 section in Continuous Excellence Pillar groups.
• Lead the simplification and standardisation of ways of working and processes based on industry leading practices.
• Own the relevant process documentation, training material, measures definition, and ensure they are up-to-date and applied by Tier 2 Teams across the organization.
• Champion a customer focused, efficient and cost-effective function with quick turnaround through optimal use of technology, automation and lean processes.
Qualifications and skillsProven track record in delivering high quality, compliant Employee Services
• Proven track records of successfully managing Employee Relations cases in a large, multinational and culturally diverse environment
• A passion and interest in emerging trends in HR and Global Business services and how this can enhance business performance and customer experience, including opportunities for synergies across regions
• Experience of working in a multi-national and multi-lingual environment, both locally and remotely serviced
• Knowledge of case management practices
Technology Enablement
• Advanced use of MS office and other key business tools;
- PowerPoint to tell a story and make a case for change
- Word to build template documents, business plans and branded GBS materials
• Previous experience with SAP Successfactors HRIS and ServiceNow HR Service Delivery suite would be a significant advantage
• Expert knowledge of relevant employment law, and local regulations and confident on training and advising others of the same - both within and outside of the GBS.
• Expert knowledge of GDPR and data privacy laws, Immigration and visa requirements, Working time practices and limits, Employee relations case law, disciplinary, grievance and long-term absence best practises, Statutory / Health and Safety / Ethical best practise and audit requirements
Development of self and others
• Comfortable ensuring all stakeholders are fully trained on correct/relevant user processes to ensure a 'right first time' way of working.
• Confident giving both targeted feedback to individuals and small groups and widespread feedback to larger communities where education and strategic improvements are required to ensure processes continue to be effective and efficient
• Proactively use problem solving skills to help drive the GBS development agenda and roll out large scale education and training programs
• High level of English language proficiency as this is Kerry's most widely spoken language.
• Confidently able to successfully deliver services and have high quality interactions with Business Partners and Customer groups.
Qualifications/
Experience
• 5+ Years Experience, Bachelors Degree
Key Stakeholders
• Employees, Managers, Global Experience & Soltuion Lead – Employee & Manager Support Services, relevant CoE’s, HR Business Partners, Operations, Finance, 3rd party vendors & Regulatory bodies
Manager/Non Manager
• Manager
Health and Safety responsibilities
• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and /or via your applicable incident reporting system;
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