SBS Global Employee Services Support Hub Supervisor

JOB DESCRIPTION

The Support Hub Supervisor will build and lead a team that serves as the first point of contact for employees while also acting as an escalation layer between the analysts and the Tier 2 COEs for complex issues requiring knowledge of Hire to Retire (H2R) processes, integrations and systems. Systems include, but are not limited to, Dayforce, Oracle HCM and UKG, as well as case management platforms (ServiceNow) and related tools. This role will drive operational excellence through Service Level Agreement (SLA) compliance, knowledge base and article maintenance and continuous improvement initiatives, while also ensuring technical rigor in troubleshooting, testing and system stabilization. The Supervisor will establish scalable processes for global coverage across NOAM, EMEAI and APAC. This position requires a strong blend of service leadership, technical knowledge and process optimization skills to deliver a world-class support model and exceptional employee experience.

RESPONSIBILITIES

• Global Employee Service Hub Leadership

• Build and lead a global team responsible for Tier 0 and Tier 1 case intake, triage, and resolution across Employee Services functions

• Oversee multi-channel support (portal, chat, phone, email) ensuring SLA compliance, quality standards and exceptional employee experience

• Knowledge Management & Self-Service Optimization

• Develop and maintain a robust knowledge base and self-service content to reduce ticket volumes and improve first-contact resolution

• Implement strategies to empower employees in self-service and reduce dependency on live support[A1]

• Global Coverage & Process Standardization

• Implement a support model to ensure consistent service delivery across NOAM, EMEAI, and APAC

• Harmonize processes globally while adapting to regional compliance and requirements

• Operational Excellence & Reporting

• The Customer Success Director will define the teams' Key Performance Indicators (KPIs), but the Supervisor will be responsible in monitoring Service Level Agreement (SLA) attainment, first-contact resolution, customer satisfaction (CSAT), backlog, mean time to resolution (MTTR) and provide actionable insights to leadership

• Drive continuous improvement initiatives to enhance efficiency, reduce repeat contacts and improve the overall employee experience and adoption of case management tools and resources

• People Leadership & Development

• Recruit, coach, train and develop service hub team members on end-to-end hire to retire (E2E H2R) processes, encouraging knowledge sharing among the varying levels of experience

• Establish clear goals and career paths for all team members
• Foster a culture of accountability, customer service, collaboration and innovation

• Risk Management & Compliance

• Ensure adherence to data privacy, security standards, and regulatory requirements across all regions supported

• Support audits and maintain accurate documentation for compliance purposes

QUALIFICATIONS

• FORMAL EDUCATION:

• Required:

  • Bachelor's Degree in Human Resources, Business Administration, Information Systems, or related field.
  • KNOWLEDGE & EXPERIENCE:

• Required:

  • At least 4+ year(s) in working experience in Employee Services, Customer Service Desk, or IT/HRIT systems support
  • Experience leading a team directly or indirectly
  • Strong written and verbal English communication
  • Global Shared Services experience is a plus
  • Very good written and spoken English

Preferred:

1. Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation

1. Experience in help desk case / ticket management (e.g., ServiceNow HR Service Delivery, JIRA, Zendesk) and knowledge base administration
2. Working understanding of H2R processes, including Time to Pay, Workforce Management and HR Administration
3. Strong customer service orientation and empathy
4. Proven ability to analyze, troubleshoot, and resolve issues in high-volume, time-sensitive environments
5. Strong organization, prioritization, and follow-through; able to manage across time zones
6. Ability to teach and coach others; experience facilitating training and workshops
7. Demonstrated ability to influence cross-functionally with and without direct authority
8. Curiosity and initiative to learn new systems and processes quickly; embraces change

3.TECHNICAL/SKILL REQUIREMENTS:

Required:

• Microsoft Office products

Preferred:

i. Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation

ii. Experience in help desk case / ticket management (e.g., ServiceNow HR Service Delivery, JIRA, Zendesk) and knowledge base administration

EMPLOYER DESCRIPTION

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

Life … with rewards, benefits and the flexibility to enhance your health and well-being

Career … with opportunities to learn, develop new skills and grow your contribution

Connection … with an inclusive team and commitment to our own and broader communities

It's all here for you... let's Create Your Possible