Director, HR Service Center

4 weeks ago

Petaling Jaya, Malaysia Abbott Full time

Summary

Lead the Global HR Service Center in regional area assigned and is a key member of the leadership team of Global HR Services (GHRS) organization. Build and execute strategy to bring harmonized fulfillment activities into the Service Center. Primary point contact for business leaders in the area and his/her staff for matters related to Service Center delivery. Act as key contact for the HR community along with the regional client management team, for matters and escalations related to Service Center. Meet HR Service Center operational KPIs, deliver on operational excellence and established customer service standards in alignment with concierge approach. Build and maintain effective partnerships with BHR (division, region, country), Practice Center leaders, other key stakeholders (BTS, payroll, legal, finance, ER). Leverage the GHRS matrix to exceed objectives. This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. Take ownership of the customer experience and must maintain composure in difficult situations. This role advocates by providing enhancement and development opportunities for all team members. Overall, this role is a GHRS Vision Ambassador.

Essential Job Functions/Core Job Responsibilities

GHRS Vision Ambassador : Support a culture of excellence anchored on the GHRS vision and focused on surpassing expectations. Identify areas of engagement to include but not limited to collaboration, recognition, client management, concierge service, and full-service lifecycle thinking. Business Acumen : Demonstrate business savvy and works 100% aligned with internal standards of compliance and ethical rigor, through servant leadership by doing “what is right” for Abbott, our stakeholders, and the team which he/she leads. Acts as a steward of company financial assets for its area. GHRS Projects: Active support and participation in GHRS Transformation Projects, Scope Expansion and Merger & Acquisitions. Operational Excellence : Lead the ongoing operations of the Global HR service center team. In charge of and ensure all service levels are met via anticipatory problem solving, decisiveness, and judgment competencies. Also, monitors workforce management and Key Performance Indicators (KPIs) adapting with agility to business demand ensuring the best service delivery and user experience. That includes managing a robust quality observation process for calls, emails, and all other workflows. Stakeholder Management : Create and maintain strong relationships company-wide and navigate numerous stakeholders and complex organization with a constant focus on driving to resolution for the customer. Is an active sponsor on the different collaboration regional instances and Workshops. Also represents the GHRS at the Regional Annual HR Excellence meeting and provides service center insights obtained through experience and available data, including employee experience insights, service ticket categorization efforts, and customer satisfaction surveys to HR Community. Talent Management:
Work in partnership with TA colleagues to assure a strong talent pipeline of suitable candidates and co-lead the social media campaigns with communications team.
: Guarantee Onboarding processes implementation, (GHRS, SC), while providing developmental experiences aligned to the Abbott learning model 70/20/10 that focuses the biggest portion on the Job Experience, the 20% through coaching, mentoring and quality feedback and the remaining 10% on formal training.
: Build and leads the engagement plan execution across their team making sure the best environment is provided. Also promotes diversity, encourage individuals to drive their careers, recognizing and rewarding their teams for their contributions. Work in partnership with C&B to apply periodically SC&PA local market salary analysis. Continuous Improvement : Challenge de Status Quo of current processes to enhance or optimize our service offering by partnering with our Divisional or in affiliate BHR´s or Pc´s ensuring business continuity. Identify system changes to improve quality and service levels, and to meet local regulatory requirements. Risk Management: Proactive assessment of the SC work environment to minimize risks, identify root causes, process improvements opportunities to address service gaps, roadblocks to quality customer service. Ensure the team compliance mindset aligned with business rules and governance. Participates in the Annual staffing planning review.

Position Accountability / Scope

Report to the Global HR Service Center Director Manage budget for their service center region Provide strategic focus on providing superior delivery of HR Services to all employees and managers Represent the SC in Regional HR Forums Is key member of the Regional Client Management Team This role interacts: At the local level: with HRSC, PA (team members), BHR, PC and BAC country leaders (OUS SC). At a Regional Level: With all HR senior leaders, Director levels (Affiliate and Divisional HR and members of the Practice Centers: C&B, TA, ATD, HR Communications, Talent Management & HR Finance). At the Global Level: With all GHRS Colleagues, and eventually DVP´s level.

Requirements

Bachelors’ Degree in business or related field Masters or MBA degree preferred 10+ years in HR or related field and minimum 7 year at a people manager level with experience in HR or shared services Experience working in a global company, with matrix organizations and multiple cultures Experience with contact center technologies, CRM or Service Ticket applications, and Workday System of Record or similar Languages: Proficiency in English (spoken and written) Competencies Needed: Strategic thinking, inspiring leadership, influencing, Drive to Resolution, Insightful, Empathy, Problem Solving, Anticipation, Prioritization, Relationship Builder, Collaboration, Stakeholder Management, Emotional Intelligence, Cultural Awareness, Coaching, Mentorship, Leading with ambiguity and Resourcefulness.

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