Talent Shared Services (TSS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including recruitment support, onboarding support, people data administration, learning administration and performance management support to Ernst & Young member firms.
TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.
These services are delivered from our centers in Manila, Philippines; Dalian, China; Kerala, Bangalore and Trivandrum, India and Wroclaw, Poland.
leads a team that provides HR shared services operations support in accordance with the established policies, procedures and service level agreements. This position supervises service delivery in respect of specific or multiple HR functions (recruitment support, onboarding support, people data administration, learning administration and performance management support and/or other HR areas including contact center support) and oversees a team with up to 10+ staff. This role is responsible for ensuring service delivery and quality standards are consistently met by the team. Additionally,
the Supervisor is responsible for training, developing and motivating team members.
Essential Functions of the
Job:
Ø
Schedules, administers, and monitors the
day-to-day activities for their team in the GSS in accordance with established
policies, procedures and service level agreements
Ø
Develops and maintains a thorough understanding
of the functional process
Ø
Reviews work product and deliverables
(including MI reporting) as necessary to ensure service levels and quality
standards are consistently met by the team
Ø
Conducts quality checks and/or reviews select
work of team members; provides appropriate feedback on performance
Ø
Oversees team staffing, scheduling, holiday
& vacation management
Ø
Trains, develops and motivates team members;
provides
guidance, direction and
evaluation of team members
Ø
Participates in the staff recruitment process
Ø
Challenges existing processes and
approaches and provides innovative suggestions; implements opportunities that
improve operational efficiency, effectiveness, internal controls, and/or
customer service
Ø
Ensures process documents are reviewed and updated
on a regular basis
Ø
Serves as the escalation point for functional
issues; works with HR Services Manager, Customers or others to resolve as
necessary
Ø
Participates in leadership meetings and/or
customer calls to share feedback and operational results
Ø
Participates on service transitions projects as
needed
Ø
Participates in GDS initiatives and other
projects (as assigned)
Knowledge
and Skills Requirements:
Ø Has very good understanding of general TSS concept
Ø Has in-depth knowledge in the assigned processes
Ø Excellent communication skills (facilitation and presentation skills a
plus)
Ø Strong
verbal and written English
Ø
Demonstrated
supervisory skills such as teambuilding, training/coaching, providing
constructive feedback to staff, effective delegation, staffing and scheduling
Ø
Good
organization, analytical and problem-solving skills; logical flow of thought
and process orientation
Ø
Strong
interpersonal skills and customer orientation; positive outlook, open, honest
and ethical
Ø
Flexible
and dependable; willing to adjust work schedule as necessary to meet peak
demands and customer requirements
Ø
Proficiency
with HR specific technology (PeopleSoft and/or Taleo
a plus)
Ø
Proficiency with firm
standard technology such as Lotus Notes, IE, Windows, Excel, Word, PowerPoint
Supervision
Responsibilities:
Ø Acts as a counselor for Associates and
Senior Associates
Ø Leads
teams of ca. 10-15 people, it may involve people working on various
processes
Ø Assigns work, monitors completion, provides
timely feedback; recognizes outstanding individuals and team performance
Ø Sets performance
goals, conducts performance appraisal sessions with the counselees during year
end and mid year
Ø Set performance improvement plans and works
on their execution
Ø Solves people
related issues observing HR procedures / policies and legal requirements
Ø Plans training for the team
Ø Follows HR procedures related to people
management (e.g. reports sick leaves, plans working time and settles working
hours according to the legal requirements and the firm’s procedures, ensures
any changes in assignments are reported to people team (eg change of process,
team etc.))
Ø Ensures good communication within the team
(runs team meetings, 1-1 meetings, ensures the team participates in the firm
wide communication events
Other Requirements:
Ø Is employed in task based working time system
Ø May need to travel during transition, otherwise
travel time will be very limited.
Job
Requirements:
Education:
Ø
Bachelor’s Degree in HR/other studies,
postgraduate diploma in HR (or completed HR courses) a plus
Experience:
Ø
Minimum of 5+ years of progressive experience including at least 1-2
years of supervisory experience
Certification Requirements:
Ø
None specifically noted.
