Lead, Global People Services

Respond to Customer Requests and Inquiries

* Receive request from customer through inquiry tool or other communication method
* Enter request into tracking program, as appropriate
* Utilize the knowledge base or research or troubleshoot request as needed to provide answers and clarifications to improve first call resolution
* Provide requestor with information, or refer or escalate to the appropriate resource

Manage and maintain personnel and organizational records
* Receive notification and enter request into tracking program
* Refer to the Standard Operating Procedure and policy for the applicable process
* Escalate issues to service managers or other appropriate party, as needed
* Notify applicable parties of required forms, timelines, questions, etc
* Update the relevant HR system of record with applicable information
* Validate data changes in the HR system of record
* Notify applicable parties of data changes, as needed

Implement, Review, and Monitor Services

* Receive training from service manager or appropriate party for new or changed services
* Receive certification on team readiness
* Monitor and review process effectiveness and ensure Service Level Agreements criteria are met
* Provide input to service manager regarding changes, gaps, or improvements, as needed
* Maintain standard operating procedures and knowledge base which includes Identifying repetitive questions or requests that can be addressed through the self-service model
* Manage and perform the user acceptance testing of HR systems, applications and macros
* Lead and/or support HR projects, as assigned, which includes driving improvement projects to enhance HR team s accuracy and efficiency in delivering HR services

Support HR System Transactions and Programs Across the Employee Lifecycle

* Administer changes to worker data, such as insurance change forms, marital status, LOA, separation (for defined groups), and termination of benefits
* Administer the employment verification process and employment data tracking, including work authorization
* Facilitate position management and new-hire processing in the HRIS tool
* Hire and maintain non-employee workers
* Provide support and coordinate work across HR functions

Maintain Company and Worker Data Processes
* Administer organization management
* Administer position management
* Facilitate hiring actions in HRIS tool
* Support and process personnel changes in HRIS tools
* Administer billing for benefits / insurance, criminal background checks, drug testing, work verification, etc, as appropriate for the service
* Update and maintain personnel and organizational records
* Coordinate interfaces to vendors
* Carry out other relative tasks assigned according to business needs

Requirements: Minimum - Workday knowledge 3-5 years, ServiceNow: 1-2 years
Qualification: Degree holder