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Manager HRssc Integrated Talent Management

hace 4 meses

Saltillo, México Johnson Controls A tiempo completo

**Job Details**

Responsible for providing leadership, direction and prioritization of services within the Talent Acquisition & Onboarding and Talent Management team operations.

Ensures exceptional customer experience, meets service level agreements and is aligned with the organization's objectives to continuously improve processes. Creates, supports and promotes a strong relationship with ITM CoE leaders working collaboratively to increase value to the business and accomplish business objectives; resolving complex issues and in continuous improvement projects.

**Roles and Responsibilities**
- Lead a team of approximately 40+ experienced HR professionals (Supervisors, Process owners, Tier 2 and Tier 1) supporting Americas Region (55,000+employees) and globally for some specific Talent Management processes.
- Envisions, directs, and is accountable for the consistent delivery of TAO and TM operations across the shared service model. Responsible for operational strategies, HR financial management and budgets, internal controls, and customer relationship management.
- Provides operational leadership by initiating, leading and/or participating in a broad range of major projects and initiatives to support regional expansion and enhance operational excellence. This also includes mergers, divestitures and acquisition projects.
- Seeks for opportunities to partner with Center of Expertise leaders to improve their overall customer experience and make processes more efficient.
- Provides support on identifying, building, changing, and implementing efforts related to the consistent delivery of services of TAO and TM.
- Partners with TA CoE and TM CoE leaders to maintain and improve service delivery, promotes continuous improvement initiatives between CoE and HRSSC.
- Understands audit processes and is responsible for compliance (internal and external) ensuring that all processes are in place and appropriate controls are in effect for the transactions that are managed by the TAO and TM teams.
- Oversees the management, development and training of analyst in customer services skills and process related.

**Customer**
- Creates metrics/reports and other data needed to deliver an outcome of informed business insights to support user experience, and increased effectiveness and efficiency of programs and tools.
- Skilled at using effective listening, probing and investigatory skills to handle complex, sensitive escalated inquiries and conversations with discretion, composure and compassion; leverages established credibility to remove roadblocks for the team.
- Strong customer service orientation, proactive and solution focused with an ability to deal effectively with difficult interactions and tough issues.
- Seeks ongoing feedback from customers to identify improvement opportunities and serves as a role model for high quality customer service.

**Service**
- Drives continuous improvement efforts through defined SLAs and tracking mechanisms.
- Provides effective/efficient services with an optimal balance among cost, efficiency, and service delivery. Assesses, on an ongoing basis, teams’ performance against benchmark service levels and responds as appropriate
- Validates new requirements that could be delivered through TAO or TM, in alignment with the work that the team executes.

**Analytics**
- Monitors the team’s analytics & team productivity (e.g. reports, dashboards, service levels) implementing continuous improvement solutions, streamlining processes, and identifying common people/performance issues.
- Creates and provides business intelligence to the organization through analytics and reporting gathered from employee and management feedback, inquiries, and transactions. Recommends and implements remediation and intervention at appropriate levels to influence change, mitigate risk, and optimize Talent services.

**Team building**
- Responsible for leading a team of HR professionals to deliver an exceptional employee experience across a broad range of HR activities, processes and programs.
- Builds, coaches, and directs a leadership team of direct reports into a highly responsive team that meets the required published performance standards.
- Promotes a close productive relationship between ITM CoE and HRSSC.
- Partners closely with HRSSC colleagues globally to escalate issues, sharing knowledge and agreeing on global processes where appropriate.
- Reinforces the organization's core values and behavioral expectations through modeling, communication and coaching.
- Models and actively champions the importance of knowing, supporting, and adhering to organizational policies and procedures, including confidentiality.
- Responsible of fostering a work environment of engaged team members that collaborate between each of the functional areas, identifying opportunities for process or customer experience improvement.

**Requirements**:

- Bachelor Degree in HR, Finance, Business or related field required.
- Minimum of **7 -