Manager, HR Shared Services - Waterloo, Canada - opentext

opentext

Verified Company

Waterloo, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.

Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity
The
Manager, HR Shared Services is a key contributor within OpenText HR Shared Services (HRSS) Delivery team.

This role will partner with the Director, HRSS to set up and maintain a newly created department within the current Shared Service Model, the
Specialist Center.

You Are Great At
Service Excellence

Lead the regional HR Shared Services Specialist Center Team across multiple countries across the Americas region with a focus in various areas such as HiretoRetire HR Shared Services Processes, Benefits.
Responsible for developing the Specialist Center strategy with support from the Director, HRSS; including leading and coaching individual contributors towards achieving the strategy and KPI's
Track incoming volume and partners with HRSS Support Centers and leadership to align appropriate resourcing
Serve as a primary point of contact for COEs, incountry and regional HRBPs for escalations, manage coordination efforts with key departments (e.g., HR COEs, HR partners, etc.)
Responsible for delivering a highquality employee experience, cultivating a culture of customer service, and building relationships with key stakeholders across HR and the business
Drive towards regional efficiency, harmonization, and simplification with a strong focus on continuous process improvement and following up with SOPs, FAQs and technology tools to support team effectiveness

Business Engagement

Collaborate effectively with other team members within HRSS to execute tasks and fulfill key deliverables within the service delivery support function.
Acts as primary departmental liaison by working in partnership with the crossfunctional HR teams, oversees the development, documentation, and enhancement of the Specialist Center procedures and processes to ensure timely and accurate processing
Accountable for building and maintaining specific vendor relationships
Proactively briefs the COE's, HRBP's and payroll on the KPI's, local legislative updates and suggests improvements to all processes

Operational Excellence

Conducts regular risk assessments to determine resource allocation and prioritization. Oversees departmental compliance to regulatory audits and requirements. Conducts regular case audits and quality monitoring of frontline team to ensure adherence to customer service expectations
In partnership with the Shared Services leadership team, plays a leadership role in driving initiatives team performance against define service level agreements, measure operational Key Performance Indicators (KPIs), including elevation resolution, ensure all complaints are promptly resolved to meet compliance requirements, and utilize the ITSM reporting capabilities to make continuous improvements
Deliver metrics and analytics on team performance, ensuring service delivery agreements are met/exceeded and managing team members to provide the highest level of customer service for our employees and managers

What It Takes

5+ years' directly related work experience in a HR environment capacity, providing direct support to frontline employees and people leaders
Leadership experience within Americas HR Shared Services organizations is required, providing direct support to frontline employees and people leaders is an asset
Bachelor's degree or equivalent in Business, Human Resources, Organizational Behavior, related field, or related work experience. HR professional accreditation preferred
Experience working with continuous improvement
Ability to work in high growth, fastpaced environment requiring agility to meet changes in business demand
Excellent organizational, planning and time management skills. Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, and organize time and resources to deliver consistent results
Strong leadership capabilities with proven ability to foster an environment of positive employee engagement and trust
Demonstrated vendor relationship management and client relations skills
Strong analytical skills and solid decisionmaking capabilities to provide practical recommendations
Experience with Americas HR transactions and benefits administration with a focus on process improvements, employment laws and regulations