Global Service Manager - HR Administration

Responsibilities:

• Create Project Plans, onboarding/transition plans, RAIDS logs, and SteerCo reports.
• Forecast onboarding and Go Live dates to ensure services are launched on time and within budget.
• Liaise with local HSP experts and service providers, maintaining strong relationships and open communication.
• Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.
• Provide excellent customer-centric service.
• Act as an ‘Account Manager to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.
• Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.
• Adhere to SLAs in terms of responsiveness and quality where applicable.
• Update and maintain BAU related systems ensuring data accuracy and timeliness.
• Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).
• Monitor Calendars to ensure Customers and LSPs meet all deadlines.
• Update a regional and/or service line-specific knowledge base.
• Provide feedback on team processes and other business improvement initiatives.
• Actively train and onboard team members on Implementation or BAU related activities.
• Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.
• Track and forecast pre-defined key account metrics.
• Support operational projects and contribute to the ongoing development and scaling of the HR Administration function.
• Perform additional duties as assigned

Qualifications:

• 4-6 years minimum experience HR Administration, HR Operations, People Operations, EOR, or related operational service delivery environments.
• Experience managing onboarding and employee lifecycle administration activities across multiple countries or regions.
• Strong project coordination and stakeholder management experience.
• Experience working directly with customers and external partners in a service delivery environment.
• Very strong English communication skills, both written and verbal.
• Proficiency in a second language is a plus.
• Experience in flexible working/work from home.
• Excellent analytical and problem-solving skills.
• Project management experience, mainly with Payroll implementations.
• Account Management experience.
• Proficiency in Microsoft suite – Word, Excel, PowerPoint, Visio, etc.
• Experience with a HRIS, CRM system (Microsoft 365, Salesforce) is a plus

Requirements:

• Strong project coordination and organizational skills with the ability to manage multiple priorities simultaneously.
• Customer-focused mindset with excellent relationship management skills.
• Dependable, consistent performer with a positive attitude and an ability to listen and work collaboratively across an organization.
• Drive and guide pool of assigned GSAs.
• Self-motivated, detail orientated and driven with the ability to meet deadlines
• Ability to communicate effectively with senior personnel, both internally and on the customer side
• Ability to adapt happily in an evolving, fast-paced environment
• Works well in a team environment, enthusiastically being a proactive contributor to the overall success of the team
• Assertive but tactful, and adept at managing multiple business relationships
• Ability to identify opportunities for process improvement and operational efficiencies.
• Strong ownership mentality with the ability to drive tasks through to completion.
• Capable of supporting and guiding colleagues within the HR Administration function.
• Adaptable, resilient, and comfortable managing change and ambiguity.

If you would like to be part of a fast-paced, client first environment; where we focus on solutions rather than challenges, come and join our#HSPGlobalSolutionTeam!