*job details*
the *workforce administration manager *is responsible for providing leadership, direction and prioritization of services within the workforce administration team operations. Is responsible for aligning initiatives and service offerings from the wfa group to support managers, employees and hrbps. Ensures the support to managers and employees and provides exceptional customer experience, meets service level agreements and is aligned with the organization's objectives to continuously improve processes.
The *hrssc wfa manager *is responsible for the management of the front-office calls and back-office processing, with overall responsibility of the core hr processes like new hires, employee movements, terminations, salary increases, leave of absence, etc.
The *hrssc wfa manager *will interact with the centers of excellence (talent acquisition, benefits, compensation, etc.) and hr business partners to resolve complex issues and to work on continuous improvement projects.
The *hrssc wfa manager *will maintain and build a strong multi-disciplined team who will be responsible for managing significant aspects and processes associated with the employee lifecycle from initial hire through termination. Also responsible for leading and influencing the delivery of hr operational activities and maintaining a strong knowledge of hr operational best practices.
*roles and responsibilities*:
- *lead a team of approximately 40+ experienced hr professionals *(supervisors, process owners, tier 2 and tier 1) supporting 12 countries across the americas (us, mexico, canada, puerto rico, argentina, brazil, chile, colombia, panama, costa rica, uruguay and peru) and will service approximately 60,000 employees.
- envisions, directs, and is accountable for the consistent delivery of *wfa hr operations *across the shared service model. Responsible for operational strategies, hr financial management and budgets, internal controls, and customer relationship management.
- provides operational thought 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.
- provides support on identifying, building, changing, and implementing efforts related to the consistent delivery of hr services of workforce administration.
- partners with it and hr technology teams on continuous improvement projects related on improving process efficiency and customer experience on the transactions and tools used by the workforce administration team.
- understands audit processes and 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 wfa team.
- oversees the management and training of wfa analyst in customer services skills, general company human resources policies, benefit plans and country requirements.
*customer*:
- utilizes hr 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 hrssc, in alignment with the work that the team executes.
*analytics*:
- monitors the team’s analytics & team productivity (i.e. 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 hr services and programs.
*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, a