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About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About The Job
The Manager, Global HR Shared Services is responsible for managing the shared services team and ensuring the delivery of high-quality HR services and support to internal and external HR customers. This includes overseeing HR operations, managing employee inquiries, developing and maintaining HR policies and procedures, and coordinating with other HR teams to ensure seamless delivery of HR services.
As Manager of Global HR Shared Services, You Will…
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About The Job
The Manager, Global HR Shared Services is responsible for managing the shared services team and ensuring the delivery of high-quality HR services and support to internal and external HR customers. This includes overseeing HR operations, managing employee inquiries, developing and maintaining HR policies and procedures, and coordinating with other HR teams to ensure seamless delivery of HR services.
As Manager of Global HR Shared Services, You Will…
- Manage the HR shared services team, including coaching, training, and developing team members to ensure the highest level of service delivery and customer satisfaction
- Implement and monitor key performance indicators (KPIs) and service level agreements (SLAs) to track the effectiveness of HR services.
- Deliver insights to leadership, highlighting trends and opportunities to boost HR service performance across regions.
- Develop and maintain HR policies and procedures in compliance with legal and regulatory requirements
- Ensure accurate and timely processing of HR transactions, such as employee data changes, new hires, terminations, and benefits administration
- Collaborate with other HR teams to ensure seamless delivery of HR services
- Lead continuous improvement initiatives to enhance service delivery and operational efficiency
- Provide support and guidance to employees on HR policies, procedures, and programs
- Develop and deliver HR metrics and reporting to measure and monitor the effectiveness of HR shared services and identify opportunities for improvement
- Ensure HR shared services resources are utilized effectively
- Bachelor's degree in Human Resources or a related field
- 5+ years of experience in HR, with at least 2 years in a shared services role, preferably in a global setting
- Experience managing a team and leading through change management
- Strong knowledge of HR policies, procedures, and best practices
- Experience with HR information systems and technologies
- Experience with building and maintaining a knowledge base
- Excellent communication and interpersonal skills, with the ability to work effectively with employees at all levels of the organization
- Strong analytical skills and ability to use data to drive decision-making
- Ability to manage multiple priorities and deliver results in a fast-paced environment
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