HR Shared Services Manager

**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 (HRSS) **Processing Centre is a key contributor within OpenText HRSS Delivery and will play a significant role in setting up and maintaining the HR Shared Services Processing team which includes oversight of a team of individual contributors that are responsible for ensuring timely and accurate processing of various tasks and activities that fall into HR Shared Services with focus on employee life cycle management activities and related benefit administration, administration and processing of benefits offered by OpenText.

**You Are Great At**

Service Excellence
- Manages day-to-day operational transaction, including coordinating with other operational functions and third-party vendors as required
- Drive HR operational excellence acting behind the scenes through processing moderate to complex transactions
- 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
- Soliciting regular feedback and proactively recommending and implementing solutions to ensure processing and service levels are in line with expectations
- 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
- Serve as the primary contact for HRBP’s and COE’s relating to all HRSS Processing Centre activities
- Focal point for internal and external audits and reporting requirements
- Maintaining confidentiality and ensure security of personal and company data are in accordance with legislative guidelines, company policies and procedures.
- Ensure consistency and competency in human resource processes, including compliance with all applicable labor laws

Problem Solving
- Lead and perform human resources related transactions and business processes to ensure timely and accurate data based upon system workflow and business requirements
- Lead the ongoing development, impact analysis and documentation of procedures, processes, and protocols in partnership within HR Operations Team
- Participate in the testing, implementation, upgrading and support of new or modified system changes
- Serve as the departmental resource and troubleshoot unusual data entry issues, collaborate with stakeholders (ex. HR CoEs) on resolution when necessary

Business Engagement
- Collaborates effectively with other team members within HRSS to execute tasks and fulfill key deliverables within the service delivery support function. Create and foster relationships with division resources to expand or modify services to support departmental growth and efficiency, legal entity mergers
- Working in partnership with the cross-functional HR team, oversees the development, documentation, and enhancement of the Processing Centre procedures and processes to ensure timely and accurate processing
- Proactively briefs the COE’s, HRBP’s and payroll on the KPI’s and suggests improvements to all processes
- Engages with team members to educate employees on relevant HR content and updates, drive employees to self-service for quick answers

Continuous Improvement
- 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 HR Shared Services leadership team, play a leading role in driving initiatives, team performance against defined service level agreements, measure operational Key Performance Indicators (KPI’s), manage triaged corrections / identified exceptions by the HRSS Response and/or Specialist Centres, respectively, ensure all complaints are prompts 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.
- Ensure processes with HR Shared Services are optimized and scale to meet the business needs
- Continually assesses existing programs and processes, and develops new initiatives to increase efficiency, quality and reduce waste. Identify process gaps and improve work efficiencies
- Leverage the HR Knowledgebase to ensure team members have up to date knowledge, are provided with regular and timely feedback and are held accountable for high-quality work
- Working closely