hr operation excellence leader in shanghai

posted
job type
contract
salary
CNY 50,000 per year
apply now

job details

posted
location
shanghai
job category
Geosciences
job type
contract
salary
CNY 50,000 per year
reference number
29395
apply now

job description

An exciting opportunity for a Knowledge Team Leader, within Human Resources (HR). Our HR organization is in the process of transforming to a leading-edge operating model. This role would be located within the “APAC HR Solutions” arm of this operating model. The HR Solutions organization will be responsible for the design and delivery of innovative solutions to all employees and leaders. HR Solutions roles will contain deep subject-matter expertise in order to consult on programs, processes and people. The top priority of HR Solutions is to deliver the best Employee Experience through exceptional delivery of a portfolio of solutions. We are looking for people who: ? Have a passion for learning ? Are never satisfied with the status quo ? Build successful relationships and thrive in diverse networks and working teams ? Are willing to try “new ways” of doing things ? Desire to understand the business and external customers ? Enjoy using data to tell a story or make a case for change Job Overview: The Knowledge Team Leader provides operational leadership and drives service expertise across all functional disciplines to enable a best in class employee experience. Ongoing monitoring of HR inquiries and associated performance metrics. Takes immediate action to drive exceptional service delivery and consultation. The role also includes responsibility to ensure effective implementation and delivery. Accountabilities: ? Leads a large team focused on front line consultation; ensures personal and career development of team members ? Manage service operations, responding to service demand as they arise (e.g., volume of calls, staff absence, e-mail queries, etc.) ? Drive day to day management of the Knowledge Team across all functional areas in HR Solutions ? Work with cross-functional disciplines to provide appropriate service delivery and consultation to resolve cases ? Monitor and manage staffing needs for the Knowledge Team based on volume (e.g., adjust resource pool to handle anticipated influx of calls in a certain discipline) ? Monitor, track and report on Knowledge Team service level agreement metrics ? Define and develop staff capabilities through coaching and maintain skill levels as required for exceptional service delivery ? Identifies and acts on immediate improvement needs (e.g., to reduce inquiry volume) ? Provide input into overall continuous improvement process (e.g., to reduce call volume) ? Monitor staffing analysis and make joint recommendations on staff development, progression and succession planning ? Promote collaborative culture (works across and with all discipline teams) ? Manages team members movement between front line knowledge consultation and run the business discipline activities ? Consistent application of the portfolio to drive repeatable effective and efficient resources management and cost efficiencies Qualifications: ? Experience leading and coaching teams within a similar organization and setup, preferred ? Experience and understanding of enabling technologies and how they work within a customer service business environment ? Thrives on working in a team and supporting others to achieve HR goals/targets. ? Capable of leading diverse team, fostering inclusiveness and promoting team spirit. ? Ability to interact with all levels of employees addressing difficult issues ? Ability to manage high workloads and conflicting priorities ? Able to operate effectively and proactively with an employee centric mindset ? Attention to detail and high work standards in support of seamless execution ? Exhibits passion for Customer Solutions ? Acts decisively while thinking strategically ? Drives issues to resolution while maintaining an atmosphere of collaboration ? Proven ability to develop trust despite pressures and urgency ? Solid knowledge of HR processes administered within HR Solutions ? Experience: Minimum of 6-7+ years of relevant work experience Direct reports: None Reports directly to the APAC HR Solutions Center Leader