HRss Operations Analyst Manager

3 weeks ago

Waterloo, Canada opentext Full time

**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.

OpenText HR is undergoing an exciting period of transformation. Work is underway to modernize our employee experience, streamline our existing processes, and align our service delivery on a global scale while retaining the ability to provide personalized support during the moments that matter to employees. HRSS Service Excellence is a key business excellence enabler role within OpenText HR Shared Services Delivery. This position will provide project delivery oversight into HR Shared Services cyclical and ad-hoc projects and can support/represent regional HR Shared Services organizations on a continuous journey of sustained improvement. _The role holder will work closely with HR Shared Services Support Centre Managers (Response, Processing, and Specialist), HR CoEs, and HR partners to drive project execution, process design, process re-engineering, process optimization, and process standardization to enable centers to provide a best-in-class HR experience. This role will also assist leadership in the project management and operationalization of work to maximize operational efficiency. _The HRSS Service Excellence is an individual contributor role driving strategic transformation aligned with client & business expectations at the strategic, tactical & operational levels.

This is an exceptional opportunity to partner with inter-regional HRSS Service Excellence Managers to shape and influence how we provide excellent services to all OpenText employees

**KEY RESPONSIBILITIES**
- Responsible for producing periodic metrics (i.e. monthly, quarterly etc.) across AMS and EMEA - analytics
- Aligning OTC and HR Knowledgebase metrics with TC/Ollie Workflows and ITSM - ticket volumes, measure/track against SLA’s, employee survey results (when available)
- Make informed recommendations for content update and new content on OTC and HR Knowledgebase based on metrics & SLA’s
- Represent AMS & EMEA in partnership with India/APJ service excellence in aligning on decisions impacting HRSS
- Create and maintain dashboards for AMS and EMEA
- Ensure Categories and Sub-Categories accurately reflect the inquiries received and make recommendations for changes/additions to ensure a positive customer experience
- Produce and maintain roadmap/calendar for metrics in conjunction with Service Excellence counter-part in APJ/India
- Work in close partnership with Service Excellence counter-part in APJ/India to ensure consistency in the metrics produced across all Regions, leverage best practices, lessons learned and provide continuous coverage during absences
- Lead the project execution phase of key projects in partnership with global HR project leaders and HRSS Support Centres, and manage coordination efforts with key cross-functional departments (e.g., IT, Finance, Facilities, etc.)
- Provide project management expertise and coaching to HR Shared Services Specialist Centre team members
- Enable the management of key organizational KPIs and assist in the definition of baseline metrics
- Interacts with all levels of management to research needs and determine appropriate employee communication messages and activities
- Partner with HRSS Support Centre Managers and Digital Employee Experience Senior Manager with overall culture change related to positive employee relations
- Play pivotal role by being part of the centre’s regular team huddles/meetings to discuss service excellence enhancements to departmental procedure
- Drive service excellence by engaging and providing continuous support to HRSS Support Centre team members
- Support & monitor operations to make it measurable, repeatable, and predictable
- Performs other related duties and responsibilities as assigned to support initiatives which align with business goals and promote collaboration across HRSS Support Centres
- Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and building relationships with key stakeholders across HR and the business

The HRSS Service Excellence will identify solutions for managing the following activities:

- Lead in the service excellence design of Human Resources related transactions and business processes to ensure timely and accurate delivery based upon system workflow and business requirements
- Lead project and innovation development in partnership with Global HR Project Delivery Team
- Participate in the testing, implementation, upgrading and support of new or modified system changes

**Business Engagement**
- Projectization of HRSS work in-take integration objectives
- Collaborates effectively with HRSS Support Centre Leaders to execute tasks and fulfill key deliverables within the service delivery support function. Create an

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