Medtronic HR Shared Service Operations Manager - APAC in Singapore, Singapore
HR Shared Service Operations Manager - APAC
Mar 13, 2017
We are currently looking for an experienced Manager to help us continue building a high quality, service oriented HR Contact Center, known as AskHR for our APAC region.
In this role, the Manager leads a team of approximately 15 HR employees that will support the APAC region consisting of 15+ countries supporting multiple languages. Overall responsibilities include leadership of the regional support model, management of daily operations and driving the consistent delivery of standard AskHR services for the region.
The AskHR Manager is expected to be located in our Singapore regional office.
The Primary Responsibilities of the AskHR Manager – APAC include:
·Manage daily operations of AskHR call center to ensure service level agreements are met with high quality customer service results
·Lead and develop a team of AskHR representatives
·Ensure appropriate training of team Representatives and functional specialists on HR applications and processes; develop, support and assign team Representatives to ad hoc HR activities global projects in consultation with global AskHR team leaders.
·Consult, advise and collaborate with the management teams and Centers of Expertise to ensure optimum operation of Global HR standard service catalog and Regional service catalog
·Consult and collaborate with regional HR teams to shepherd new support requests aligned to the Shared Services model
·Implement and harmonize processes to manage demand and build efficiency of services
·Develop and maintain global and regional knowledge database and process documentation to support accuracy of information and provide high quality customer service and support
·Produce weekly, monthly, quarterly and annually reports of standard global and regional metrics. Shares with appropriate stakeholders to drive adoption of shared services and continuous improvement efforts.
·Partners with Global HR Operations teams to continually evolve and improve services supporting the HR function.
·Seek to reduce wastes in organization processes and is committed to continuous improvement through empowerment and management by data
·5 or more years of experience leading a customer service or HR operations team;
·BA/BS degree required
·Fluency in English, other APAC languages will be an advantage
·Demonstrated leadership skills: building and developing teams; motivating teams and hiring and staffing
·Demonstrated ability to collaborate across the organization to gain trust and develop solutions rapidly to meet urgent business needs
·Problem solving and decision making abilities
·Ability to determine root causes of data issues and changes to develop improvement based on findings
·Ability to quickly learn new technologies to provide guidance to others in a fast paced environment
·Excellent judgment, written/interpersonal communication skills and ability to coordinate multiple tasks
·Experience with high visibility and/or global programs/projects
·Ability to anticipate and meet deadlines; attention to details, ability to be discreet and to retain confidential information
·Solid software proficiency in: MS Office, including PowerPoint, Excel and Word
·Ability to effectively perform at a highly matrix environment
·Lean / Six Sigma process experience highly desirable