Manager Employee Services - Global Lead

Business Title : Manager Employee Services - Global Lead

Job Grade : Deputy General Manager

Global Department : HR Services

Role Purpose Statement :

This role will be responsible for setting up, managing, and continuously improving our Colleague Services Helpdesk operations, leveraging cutting-edge digital tools such as portals, virtual agents / chatbots, and chat & call centre solutions to deliver an exceptional experience to our colleagues.

Main Accountabilities :

• Design, a global Colleague Services Helpdesk, including portal, virtual agents, and chat & call channels. 
• Lead the setup and integration of digital tools such as service portals, chatbots, and case management systems.
• Develop and execute strategies for improving colleague experience through digital-first solutions enablement.
• Implement consistent procedures for incident management, service requests, and problem resolution across all regions to ensure uniform quality.
• Collaborate with HR Service Leads, HR, IT, Vendors (if applicable) and other business stakeholders to align colleague services helpdesk operations with organizational goals.
• Ensure appropriate support for a global workforce developing staffing strategies through data insights.
• Define and monitor SLAs, KPIs, and performance metrics for helpdesk operations to ensure service excellence.
• Enhance capability of the team to support queries of higher complexity, while starting with Level 1 (simple), to reach advance like Level 2.
• Ensure continuous documentation of operating procedures and knowledgebases to improve the effectiveness of support channels.
• Ensure procedures for hand-offs between teams are simple, effective and minimize effort or loss of information.
• Develop and evolve strategies to develop and increase cultural and language skills.
• Coach and develop a global team of colleague service representatives and team leaders.
• Drive continuous improvement through data-driven insights, root cause analysis, and automation opportunities.
• Manage vendor relationships, budgets, and contracts for outsourced support services (if applicable).

Education & Experience:

• Bachelor’s degree in a related field (master’s preferred).
• Highly desire experience in a shared services or with a services provider.
• Exposure of working in a manufacturing set-up with blue-collar workforce is a plus.
• Proven track record of designing and implementing Global colleague helpdesk.
• Strong experience with digital HR tools, chatbots, and omnichannel service platforms.
• Experience with case management systems and knowledge management solutions.
• People leadership experience with a focus on coaching and developing teams.
• Strong understanding of colleague experience and service design principles.
• 14+ years’ experience in colleague service leadership role and HR operations.

Collaborative, Respectful, Inclusive
Agile, Empowered, Innovative
Safety, Sustainability, With Integrity