HRss Nam Stakeholder Services Relationship Manager

hace 10 horas

Heredia, Costa Rica Citi A tiempo completo

The role will have strategic and operating accountability for HRSS Relationship Management HR Shared Services (HRSS) for NAM. Areas of responsibility includes defining and executing business, function, and employee engagement models and developing strategic partnerships with the Regional and Global HRSS Services team. The role will also provide high-touch support to Senior Executives. Overall, the focus is to provide an excellent employee experience as employees and business engage with HRSS activities and promote effective partnership with HR through collaboration on strategies and initiatives. The Relationship Manager will also drive change through engagement in global/regional initiatives (platform conversions, implementations), identifying automation and efficiency opportunities in the process, and evolving the means by which HRSS delivers support.

This role reports to the Regional Head of HRSS Relationship Management, in close partnership with the HRSS Regional Operational Services, the Regional Head of Stakeholder Services, and Global Processes Leads.

**Key Responsibilities**:

- Provide recommendations for and monitor to completion of HR and HRSS process and policy improvements using operational metrics, survey results, and other key performance indicators.
- Support HRSS objectives through the effective use of HR systems such as Workday and Service Now.
- Discuss strategic topics, progress of initiatives and action plans, results and metrics with stakeholders including Country Senior Management.
- Steer global/regional priorities and projects in partnership with the operational services and global processes.
- Provides expert problem management support to difficult or complex issues and ensures root-cause analysis is conducted with any learning applied for future benefit.
- Develop and maintain highly effective relationships with HR Partners to ensure full engagement and open lines of communication.
- Liaise and collaborate with Regional Stakeholder Services Relationship Managers and representatives, Regional Office, CSC and local HR partners to execute business initiatives.
- Ensure effective delivery and execution of processes through collaborating with HR to translate policies into operational processes, identifying key controls, capacity planning, driving improvement and measuring performance.
- Manage process delivery escalations and partners with Regional Operational Services and Global Processes Leads to deliver resolutions including incident reporting. Ensure all stakeholders are kept regularly informed of progress to closure.
- Refine the HRSS operating model and seek process improvement by reducing effort and maximizing results.
- Play the role of an advisor/partner and build strategic relationship with Country, Regional, Product HR partners to identify sustainable actions, drive common practices and eliminate pain points.
- Exercise due diligence and proactively collect feedback through diverse channels to enhance level of service.
- Establish best practice of Service operations to effectively control cost and mitigate risk.
- Lead change management and standardization efforts.
- Create appropriate back-up systems that ensures continuity of operations plans are in place.
- Drive opportunities for operational efficiency and digitization of current processes.
- Drive HRSS communications and Customer/ Partner Engagement Strategy.
- Identify, escalate and follow up any compliance risk inherent in any situations.
- Participate in Audits kick off and coordinate within HRSS if needed.
- Provide concierge style support to Managing Directors for HR processes and HR systems support, pay inquiries (pay, taxes, equity comp), time off inquiries, etc.

**Knowledge / Experience / Skills**:

- Degree or postgraduate degree qualification
- 5-7 years’ experience working in an HR operational / HR Shared Services environment
- Experience of working in a virtual team, with appreciation of cultural diversity across the globe / region
- Working knowledge of HR systems (including Workday) highly desirable
- Exceptional communication and facilitation skills to handle conflict and negotiations
- Demonstrated success in identifying and resolving issues, with appropriate escalation
- Exceptional customer service skills
- Ability to challenge the status quo and implement process improvements to continually improve the customer and HR partner experience
- Ability to work in an environment where compliance with processes and procedures is of priority
- Proven change management and project management experience
- Demonstrates effective presentation skills. Strong oral and written communicating skills and articulation abilities. Articulates viewpoints precisely; adopts cognitive and behavioral skills to communicate to a specialist and non-specialist audience.
- MS Office Suite skills (Word, Advanced Excel, PowerPoint, Outlook)
- Demonstrated multi-tasking ability, effective time management, documentation, and organiz

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