Global People Services Manager

WHAT YOU WILL BE RESPONSIBLE FOR

Leadership and Team Management

• Manage and lead a team of Global Services professionals, fostering a culture of service excellence and continuous improvement o Set clear performance goals, provide regular feedback, and support team members' professional development
• Act as a subject matter expert for Service Delivery operations, Workday processes, and ticketing system
• Drive cross-functional collaboration between HR, IT, and business units to align operations with organizational objectives

Continuous Improvement and Change Management

• Identify opportunities for process optimization and implement solutions to improve efficiency and employee satisfaction (Process Excellence Framework & SOPs)
• Collaborate with global stakeholders to standardize processes and ensure compliance across regions
• Promote the adoption of Workday self-service functionalities through training, communication, and support materials taking over the Ambassador role, fostering development of the team in that direction
• Act as a sparring partner to the People Service Delivery Management, People Business Partners, P&C stakeholders & project resources within the team in all process transformation matters

Stakeholder collaboration

• Act as the primary point of contact for HR service delivery queries from business leaders, HR partners, and employees in all Global Services related matters
• Partner with P&C SPOC, Global People Service Delivery Team, IT and project management teams to support system upgrades and new feature implementations

Operational Excellence and Workday administration

• Ensure accurate and efficient execution of recurring and ad hoc Workday changes & processes
• Manage Workday operations supporting the team in creating effective & efficient processes
• Coordinate with HR Department stakeholders & IT teams for escalations and projects
• Maintain awareness of process metrics and usage of systems & tolls in the team in order to achieve best-inclass solutions
• Provide regular updates to the team to strengthen our operational practices - gather insights and intelligence about trends and developments in OpEx practices from the external marketplace, and make recommendations and proposals where necessary to ensure that our GSD strategy is aligned and supports the OpEx in SimCorp

Ticketing System Management JIRA

• Support the team to ensure timely resolution of employee queries and operational requests
• Support the Global People Service Delivery Director in setting up and managing ticketing queues, categories, and configurations to maintain service level agreements & KPIs
• Analyze ticketing data to identify trends and improve response times and service quality (reporting & analytics)

Data reporting and analytics

• Ensure timely and accurate delivery of recurring reports for leadership, including monthly, quarterly, and annual metrics as part of the Administration Team responsibility
• Lead initiatives to enhance data quality in the team & organization, and promote self-service reporting within Workday

WHAT WE VALUE

• Minimum 3 years of experience in a managerial role, preferably within HR operations or shared services
• Strong knowledge of Workday HCM, including configuration, reporting, and troubleshooting
• Experience with ticketing systems, such as Jira, for query and request management
• Exceptional organizational skills with the ability to handle multiple priorities and meet tight deadlines
• Strong analytical skills and attention to detail, with the ability to interpret complex data
• Excellent interpersonal and communication skills, with experience in stakeholder management
• Proven ability to lead and develop teams in a fast-paced, dynamic environment
• Understanding of global HR processes and compliance requirements
• Experience in creating and delivering training content to diverse audiences
• Proficiency in English