Job Purpose
• Provide operational coverage to WH and EH where needed, having oversight over the operations of the internal WFRD Helpdesk team, supervising quality, capability and capacity planning and management, SLAs and KPIs.
• Have joint oversight (with WH and EH Leads) over the operations led by Helpdesk vendors (TCS and Accenture), with focus on evaluating vendor QC processes, quality of SOPs, vendor knowledge management processes etc. and drive continuous improvement via monitoring corrective and preventive action implementations and supporting automation initiatives.
• Support initiatives to migrate new activities into shared services.

Responsibilities

Operations Management

• Be the point of contact for WFRD WSC Director (Finance & Accounting) who oversees the WFRD Contract with TCS, providing HRSS Delivery inputs, SLA reports and leverage central tools and capabilities for continuous improvement
• Monitor and report Helpdesk Service Level Agreements to WFRD WSC Director (monthly, QBR reports) and lead any reviews of SLAs as needed.
• Provide covering support to EH and WH leads in executing their operational responsibilities including:
  • Ensure operations are compliant with internal controls and auditing standards. Follow the established internal auditing and proper separation-of-duties procedures.
  • Manage priorities of helpdesk operations to ensure consistent support and efficiency of services.
  • Evaluate the month-on-month workload and team utilization (internal and external helpdesk teams) and drive maximum utilization, addressing capacity issues or workload imbalance.
  • Manage any agent quality issues with Helpdesk vendors.
• Support migration of new work, working with internal and external stakeholders to establish new services
• Lead the implementation of continuous improvement projects, working with vendors to ensure corrective and preventive actions identified in monthly SLA reviews are properly implemented and closed.
• Lead or support helpdesk automation / AI projects projects, providing benefits realization such as time & cost savings (capacity release)
• Lead knowledge management initiatives, developing knowledge articles for helpdesk services, partnering with WFRD CoEs and HRBPs to enhance knowledge articles for employees and managers
• Establish and maintain a strong operating rhythm with the Helpdesk teams (internal and external), HR stakeholders, vendors and WFRD team responsible for maintaining TCS contract.

Migration of New Work to Helpdesk

• Support migration of new work, working with internal and external stakeholders to establish new services
• Lead the implementation of continuous improvement projects, working with vendors to ensure corrective and preventive actions identified in monthly SLA reviews are properly implemented and closed.
• Lead or support helpdesk automation / AI projects projects, providing benefits realization such as time & cost savings (capacity release)
• Lead knowledge management initiatives, developing knowledge articles for helpdesk services, partnering with WFRD CoEs and HRBPs to enhance knowledge articles for employees and managers
• Establish and maintain a strong operating rhythm with the Helpdesk teams (internal and external), HR stakeholders, vendors and WFRD team responsible for maintaining TCS contract.

Continuous Improvement & Knowledge Management

• Lead the implementation of continuous improvement projects, working with vendors to ensure corrective and preventive actions identified in monthly SLA reviews are properly implemented and closed.
• Lead or support helpdesk automation / AI projects projects, providing benefits realization such as time & cost savings (capacity release)
• Lead knowledge management initiatives, developing knowledge articles for helpdesk services, partnering with WFRD CoEs and HRBPs to enhance knowledge articles for employees and managers

Stakeholder Management:

• Establish and maintain a strong operating rhythm with the Helpdesk teams (internal and external), HR stakeholders, vendors and WFRD team responsible for maintaining TCS contract.

Qualifications

• Bachelor's degree in business administration or similar social disciplines.
• Minimum 10 years of managerial experience in HR Service Delivery Management roles. Alternatively, have strong HR Operations and Business Partnering experience across employee life cycle.
• Ability to identify and drive process improvements and well as the day-to-day operations.
• Effectively work with various levels of stakeholders and leaders.
• Demonstrated experience of managing through change.
• Proficiency in HR Information Systems, particularly Oracle HCM or similar platforms, with a focus on leveraging technology to enhance service delivery.

Skills

• Service mindset with demonstrated ability to leverage strong consultative and partnering skills
• Ability to build trust and strong partnerships with the HR and Business Leaders, and employees at various levels.
• Adaptive to change- readily adapts to change and motivates employees to take responsibility for adapting to and executing change across multiple locations
• Strong analytical & technical ability to solve problems
• Planned and organized decision making- makes empowered decision within their area with the best interest of the Company in mind
• Delivering Results - maintains a high level of commitment to personally getting things done per expectations
• Outstanding verbal, written, and presentation skills
• Must maintain a strong sense of integrity, personal judgment, confidentiality & honesty.