Mgr, HR Shared Services

6 months ago

Kirkland, Canada IQVIA Full time

**Job Overview**
Manage and direct the activities of a region's data entry administrators and customer service representatives within the Human Resources Professional Services Center (HR PSC).

**Essential Functions**
- Direct the activities of the region's Work Force Administration (WFA) group responsible for managing employee and non-employee information within the human resources information system (HRIS). Work Force Administration group is responsible for the duties related to processing information for new hire/rehires, terminations and other employee/non-employee level changes within the human resources information system (HRIS).
- Direct the activities of the region's Customer Service group responsible for providing customer support via call center and internet to all business lines, HR community and external clients in relation to issues or questions on Human Resources information.
- Manage the activities of the region's HR PSC quality assurance function responsible for the integrity and accuracy of the information in the HRIS system and the review of their processes and procedures.
- Insure WFA and Customer Service process and procedures are in compliance with regulatory requirements by periodical review of Standard Operating Procedures (SOP's). Provide training to staff on compliance requirements and ensure that processes are being followed.
- Review audit reports to ensure the integrity and accuracy of the information in the HRIS system.
- Manage staff in accordance with the organization's policies and applicable laws. Responsibilities include hire, firing and coaching employees; planning, assigning and directing work; appraising performance and guiding professional development; addressing employee relations issues.
- Ensure that all intranet and internet tools used for customer service are appropriately supported and consistently available to users.
- Partner with business lines and other functions to identify service support improvements and increase efficiencies while reducing costs. Identify, initiate and implement continuous process improvement projects for WFA and Customer Service, while leveraging available process improvement resources within the PSC. Participate as an active member of the region's Human Resources Leadership Team.
- Work in tandem with PSC management teams in other regions to ensure consistency in processes and reporting amongst the HR PSC site offices.
- Motivate employees to meet operational objectives by fostering an environment of teamwork and cooperation.
- Keep informed about the latest HRIS tools and technologies and make process improvement recommendations to manager.
- Participate with various special projects within the company representing the PSC.

**Qualifications**
- Bachelor's Degree Req
- 6 years HR/share services center experience Req
- 3 years in a management role Req
- Equivalent combination of education, training and experience Req
- Excellent verbal and written communicaiton skills
- Strong organizational skills and ability to cope with a high workload
- Ability to analyze data and recommend/implement solutions to operational problems
- Ability to identify process improvement opportunities and implement change smoothly
- Ability to work well independently and within a team
- Ability to establish and maintain effective working relationships with coworkers, managers and clients

**Aperçu du poste**
Gérer et diriger les activités des administrateurs de saisie de données et des représentants du service à la clientèle d’une région au sein du Centre de services professionnels des Ressources humaines (CSP RH).

**Responsabilités principales**
- Diriger les activités du groupe d’administration de la main-d’œuvre de la région responsable de la gestion des informations sur les employés et les non-employés au sein du système d’information sur les ressources humaines (SIRH). Le groupe d’administration de la main-d’œuvre est responsable des tâches liées au traitement des informations sur les embauches/réembauches, les licenciements et les autres changements au niveau des employés/non employés au sein du système d’information sur les ressources humaines (SIRH).
- Diriger les activités du groupe du service à la clientèle de la région chargé d’offrir un soutien client via le centre d’appels et Internet à tous les secteurs d’activités, à la communauté des RH et aux clients externes concernant les problèmes ou les questions sur les informations relatives aux ressources humaines.
- Gérer les activités de la fonction d’assurance qualité du CSP RH de la région qui est responsable de l’intégrité et de l’exactitude des informations contenues dans le SIRH et de l’examen de leurs processus et procédures.
- S’assurer que les processus et procédures d’administration de la main-d’œuvre et de service à la clientèle sont conformes aux exigences réglementaires en révisant périodiquement les procédures

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