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HR Operations Support Manager - Front Office

Company: Jobleads
Location: Plano
Posted on: May 3, 2021

Job Description:

* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are a European Economic Resident, please click here . If you are a resident of U.S., please click here . If you are a resident of Korea click here . * Please visit Samsung_Jobs to see job posting in Samsung Manufacturing subsidiaries. * If you would like to be notified of new opportunities when they are posted, please click here . You will be asked to create an account first if you do not already have one. HR Operations Support Manager - Front Office Position SummaryHR Operations Support Manager (Front Office)Position Objective: We are looking for a forward thinker with deep HR experience who has managed an HR help desk or call center. Demonstrates a high level of leadership, strategic and creative thinking, problem solving, individual initiative and the following abilities: Leading teams to generate a vision and creating an atmosphere of trust, leveraging diverse views and encouraging improvement and innovation. Building productive and collaborative relationships with team members, proactively providing, and seeking guidance, clarification and feedback. Leading a team to a successful project conclusion through problem solving complex operation issues. Managing the planning, organizing and delivery of operation tasks and projects, overseeing independent analyses and ensuring the quality of client deliverable. Leading the development and improvement of various frameworks and methodologies within operations. Identifying and addressing client needs: relations, communication effectively in an organized and knowledgeable manner in written and verbal formats. Leveraging quantitative analysis to construct analytical frameworks and synthesize complex data into meaningful insights.This leader will be instrumental in developing an innovative culture and shaping the direction for customer experiences as the first point of contact for HR Support Operations with emphasis on the Front-Office team of an established regional HR Shared Service Center. The leader will build relationships with subsidiary HR Centers of Excellence (COEs), gaining their trust for the Front-Office team to provide guidance to managers and employees on policies and programs - expanding our scope to provide more services to our client-base. This team is also responsible for HR system data integrity, validation and completion of business processes that may require HR review. You will be responsible for leading a team of service-oriented Representatives; this manager is responsible for the efficient operational delivery of centralized HR services for North America employees. The successful candidate will be responsible for deploying and optimizing call center/case management technology, continuous process improvement, training/development and coaching of staff, effective resource management, ensuring SLAs meet targets, communication with key stakeholders, and adoption services. In this role, you will collaborate with other leaders in the continuous development of agile and effective solutions that provide a seamless experience for managers and employees while keeping pace with changing business needs. Role and Responsibilities Manages a team of contractors that are HR Generalists responsible:Work Day data changes, Employment and Unemployment Verification, voluntary and involuntary terminations inquires, template creation, tracking and processing LTIPS.SME's for Workday and DocuSign.Create ad-hoc reports for the HR leaders for North American subsidiaries.Manage employee enquires in regards to their time cards, shift premiums, holiday pay and PTO. Ensure the successful deployment of phone systems including chat.Monitoring the time in queue and changing staffing schedules as needed to ensuring service levels.Deployment and maintenance of Zen Desk the knowledge based management system.Responsible for onboarding new services to SSC.Key Responsibilities: Maintain and build a strong functional team through effective recruiting, training, coaching and team building.Provides HR support to HR Centers of Excellence and Business Partners across the North America subsidiaries.Set goals and objectives for the team and oversee performance, ensuring service delivery and processes are managed as efficiently as possible while adhering to all compliance requirementsPartner with leadership on best practices.Define and create processes to mitigate operational inefficiencies and deliver a seamless experience by implementing and driving process improvements and system automationEnsure data quality within HCM system.Vendor Manager for Unemployment/Employment Verifications.Conflict resolution between subsidiary employees and SSC- taking a hands on approach when necessary.Supports ad hoc projects and activities related to HR department.Daily management for a team of 5+ contractors.Project manages onboarding of new and temporary services (like COVID collection and reporting for the region).Collect and analyze call center metrics; Ensuring service levels and KPIs are met.Create, score and coach team using Quality Scorecards evaluations (monthly).Audit and submit invoicing for tools used by department such as Equifax.Lead subsidiary HR meetings and be the face/contact of the shared service center.Lead internal SSC cross team SME meetings to insure the SSC is informed of the subs needs. Skills and Qualifications Knowledge, Skills and Education:4-year degree in Business Administration, Psychology, or Human Resources (or equivalent) or 5-7 years of demonstrated Multi-channel Contact Center experience with a focus in Human Resources or a combination of the 2.3+ years previous leadership/people management experience.Previous span of control of 8+ direct reports.Leadership /Project Management Certification (6 sigma) preferred.Excellent organizational and leadership skills with a problem solving ability.Change Adoption Experience such as; ADKAR, EOM, and Kaizen a plus.Experience with leading the development and training for new process roll outs.Knowledge of government regulations, professional "best practices", and industry trends as they apply to all HR related functions and responsibilities.Must be positive, patient, confident, flexible and adaptable.Ability to diffuse difficult situations and remain calm and professional.Must exercise considerable tact and courtesy in dealing with employees and managers on a daily basis.Ability to prioritize, handle multiple priorities and maintain the highest level of confidentialityLeadership and workforce management in a high volume, fast paced shared services/call center environment.Knowledge of Recruitment/Onboarding, Talent Management, Workforce Administration, Benefits and Payroll functions. * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here .* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. Job Alerts: If you would like to be notified of new opportunities when they are posted, please click here . You will be asked to create an account first if you do not already have one. Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world's leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at ( ).

Keywords: Jobleads, Plano , HR Operations Support Manager - Front Office, Other , Plano, Texas

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