Supervisor HRssc Talent Acquisition

**Job Details**

This role is accountable for the service performance and control indicators, following the Call and Case Management Frameworks. As a people leader, the TA Supervisor is a role model on LEM behaviors for the TA Analysts team and is highly involved on its career development, providing constant guidance and feedback at a personal level.

Active participation on Continuous Improvement and Service Evolution initiatives is required.

**The EHRO TA Supervisor main tasks/ responsibilities include, but are not limited to**:

- Oversees the service delivery of the TA Processes:

- Interview schedule
- Collaborates with the Knowledge team and Process Owner to establish and execute training programs based on specific needs and validates TA Analysts are technically certified prior to service delivery commencement.
- Through the constant analysis of metrics and reports, makes sure the TA Analysts teams adhere to the Call Management Framework and Case Management Framework and comply with their requirements.
- Continuously monitors and audits TA team performance both from timeliness and accuracy perspectives and validates that the targets established on the correspondent KPI, SLA, SOX Matrix are met.
- Implements corrective and improvement actions for identified service defects and also seeks preemptive solutions for potential future service issues and trends.
- Guides the TA Analysts to the resolution of complex, cross functional or exception cases or transactions; involves Process Owner.
- Supports Talent Manager on the positive resolution of client escalations and urgent customer requests.
- Analyzes workload distribution among Analysts is aligned with operational needs and well balanced. Investigates potential inefficiencies and adjust as needed.
- Ensures there is a positive internal and external working relationship within the team and with external customers by frequently communicating and soliciting feedback with both parties and by measuring customer satisfaction.
- Drives continuous improvement activities that will increase quality and service delivery effectiveness with input and guidance from the Quality, Knowledge and Training team.
- Partners and works with multiple entities for supporting and resolving both client and internal needs: CoE, HR Technology Enablement, etc.
- Participates in system enhancements, upgrades and fixes; Coordinates TA Analysts in such activities as appropriate.
- Supports the Service Intake process by actively participating in the analysis of requirements, consolidation of information and presentation of facts and findings to management team for final decision.
- Supports Talent Manager in working with process stakeholders for validating that the TA service offering is aligned with the Organization's current and future requirements and identifying potential opportunities for Service Evolution.
- Implements, executes and monitors cross-training plan and defines contingency plan for guaranteeing operative continuity.
- Actively participates in multiple EHRO initiatives and assignations that focus on achieving improvement on diverse domains such as practices standardization, employee engagement, innovation, etc.

**People & HR Activities**
- Measures and communicates TA Analysts individual performance to Manager, developing improvement plans for those employees who are not performing up to the expectations
- Responsible for building HR Service Center team performance and group commitments to goals and objectives and measures results to improve transactional efficiencies.
- Ensures all performance reviews and performance issues of Talent Acquisition are in accordance with HR practices and procedures.
- Manages the workforce planning needs and career development for the team.
- Meets deadlines set by leadership and the business, proactively monitors and raises instances where deadlines cannot be met on a timely fashion.
- Builds a climate that energizes team members, fosters employee engagement and drives accountability.
- Encourages team members to generate potential process improvement ideas and supports them in creating proposals.
- Dedicates time and effort to analyst’s development, including frequent one on one sessions with team members for providing relevant feedback, plan actions accordingly and measure progress.
- Assists Talent Manager with recruitment, hiring and retaining EHRO staff.

**Requirements**:

- Bachelor’s Degree in HR, Finance, Business or related field required.
- 4+ years of managerial experience within HR Service Center or Talent acquisition preferred.
- Experience working with SOX audit requirements on the Human Resources domain desirable.
- High English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English.
- Excellent management skills and ability to organize and plan effectively.
- Excellent oral and written communication skills and interpersonal skills.
- Ability to lead and motivate