Operational Lead(Workday Global Manager)
hace 3 días
**Location/Division Specific Information**
**At our corporate offices in Tijuana BC.**
**How will you make an impact? (Objective)**
The Manager, HR Technology Services - Operational Excellence will be focused on overseeing the day-to-day activities and ensuring that the team meets service level agreements. The role will manage process improvements and maintain collaborative partnerships with all stakeholders including Colleague Services, Talent Acquisition, Payroll, Compensation, HR Business Partners and the PMO Team on all the matters related to HRTS support.
The role will ensure quality service and operational performance by analyzing metric dashboards, being proficient in process analysis and optimization experience, and providing support on any escalations. The manager will effectively coach and develop Operational team members to ensure a steady pipeline of new and promotable talent.
**What will you do? (Responsibilities)**
- Monitors day-to-day ticket volume; assigning tickets and reviewing overdue tickets
- Review with real-time, daily, weekly, and monthly metrics dashboards; Monitors and leverages metrics and trends to determine where process improvement options exist to improve the customer experience, optimize services, and gain efficiencies through technology or other means; incorporates these into process improvement proposals
- Liaise with HR team members to receive and provide feedback and continuously improve the customer service
- Adjusts team activities and flexes staffing where necessary to ensure service level agreements are maintained
- Ensures team achieves stated performance measures and adheres to established customer service standards
- Effectively analyzes, evaluates, and resolves complex issues escalated by HR
- Reviews customer satisfaction feedback provided by employees following case closure; analyzes root cause, addresses dissatisfied employees, and provides coaching to Operational team where appropriate
Offers to team ongoing mentoring, coaching, and other feedback for professional development
- Ensures work instructions are current and teams receive adequate training on changes and knowledge transfer sessions are delivered where requires
- **How will you get here?**
**Basic Qualifications**:
- Bachelor’s Degree
- 5+ years of HR Technology, and/or Operations experience within a global organization.
**Preferred Qualifications**:
- Experience working with ERP HR systems (e.g. Workday, SAP etc). Strong Workday experience is preferred.
- Experience working with Service Now and/or related technologies. Experience with SAAS solutions to enable HR productivity is preferred.
- Experience Lead operations team. Achieve operation excellence by continuously improving on operation quality, efficiency, and ticket reduction
- Convey strong customer service focus. Works with discretion and confidentiality. Strong relationship-building skills in order to acquire the trust of business partners
- Good interpersonal and organizational skills and an ability to communicate effectively with both technical and non-technical stakeholders.
Good mix of technical and business background. Positive, collaborative and solution-oriented attitude.
At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
- Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status._
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