Business Support Team Lead - Global HR Services

The Role

Performance Objectives:

Client Focus:

• Oversee day-to-day GHRS operations, functions and duties ensuring adherence to service level standards and metrics serving as primary point of contact.
• Ensure ServiceCentral resolutions based on assigned access and other HR systems-related support
• Lead and/or participate in ad hoc projects pertains to Human Resources and/or office-wide issues
• Identify explicit and implied client needs by asking probing questions, understanding requirements and drive change along with detailed plan

People:

• Oversee adherence to defined processes in GHRS
• Lead process efficiency, monitoring of workload and the implementation of the improvement projects
• Identify the potential for better team efficiencies and agree with the leader on their implementation
• Proactively provides immediate and specific constructive feedback and recognition evenly across own team

Operational Excellence and Innovation:

• Facilitate professional excellence through quality delivery of GHRS tasks, expertise in the process mapping and the process designing
• Sharpen expertise and deep knowledge of the HR issues to gain credibility in different areas
• Enrich the processes, value-added services and keeping current on trends (power tools) for both internal and external customers

The Requirements

• Bachelor's degree required
• Strong experience in an HR Shared Service Centre is preferred
• Prior experience in using Oracle will be preferred
• Strong leadership skills
• Strong written and verbal communication skills
• Ability to plan and prioritise workload
• Ability to use own initiative but work under instruction as required
• Ability to work as part of a team and alone with a ‘can do’ attitude
• Maintain good working relationships with colleagues across HR
• Ability to provide a high standards of customer care
• Methodical and organised approach
• Quick Learner and self-motivated
• Flexible and Adaptable to Changes
• Working knowledge of Excel and Word will be preferred
• Willing to be assigned on rotating shift and in North America hours
• Open to hybrid work setup

WTW is an equal opportunities employer