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HR Global Process Staff Manager at UPS

Posted in Transportation 30+ days ago.

Location: Atlanta, Georgia

Job Description:

UPS Human Resource function is undertaking a global transformation of its HR operating model from an organization that is transactional and tactical in nature into one that is strategic and focused on strategic talent needs and exemplary customer service.  

The Director of HR Service Delivery will initially serve as a key member of the HR transformation team to implement our 2020 vision. This role will collaborate internally with our business partners, both HR and Operations, Global Business Services, I.T. and Enterprise Transformation team to lead the implementation of the HR Services segment of our new operating model. The Director of HR Service Delivery will report to the Vice President of HR Service Delivery. The successful candidate must be a strong and proactive business leader with a transformational mindset who has deep experience in global process design with experience identifying and migrating work into a shared services environment for multi-disciplinary HR services.

Once fully implemented, this role will manage and lead defined captive and outsourced Recruit to Retire services, which may include but not limited to:

  • HRIS
  • Learning and Performance Management
  • People Analytics
  • Talent Acquisition
  • Time & Payroll Services
  • Total Rewards Administration

To effectively lead the HR Services organization, the Director of HR Service Delivery must demonstrate a global, cross-sector mindset to:

  • Cultivate and maintain relationships (Corporate HR, GBS, Business Units, 3rd party providers) to ensure that the organization delivers business outcomes in support of the overall corporate strategy
  • Enable a value-driven and consistent culture across the HR Service Delivery organization including working with the HR Centers of Expertise (CoEs), business partners, both HR and operations, and GBS that is metrics driven, outcome-focused, process-based, service-oriented, and focused on continuous improvement
  • Ensure the compliance and accuracy of all HR Service Delivery work with all policies, procedures, and regulations

Responsibilities and Duties

  • Works within the HR Transformation team to implement the 2020 strategic vision for HR Service Delivery
  • Identifies opportunities to automate, document system requirements, and/or transition HR work to a captive or outsourced shared services model
  • Collaborates with internal stakeholders while balancing corporate goals and being flexible to accommodate changing business needs
  • Accounts for all HR service delivery, customer experience, and performance SLAs
  • Fosters a “customer service” focus and culture throughout the HR Services Delivery organization and is viewed as a change leader
  • Defines strategies to improve processes and programs
  • Makes decisive decisions on difficult issues that may impact the organization, including decisions such as the insourcing/outsourcing of a given activity
  • Establishes and maintains a strategic relationship with external HR organizations to align on engagement dependencies and consumption choices
  • Stays aware of latest developments, trends, and best practices for process, policies, etc.
  • Ensures compliance through frequent monitoring and emphasis on accuracy and adherence to policies, procedures and regulations
  • Delivers performance and adheres to SLAs for captive and 3rd party HR service providers
  • Identifies improvement opportunities and actively sponsors and engages in implementation efforts
  • Manages multiple manager-level team members to successfully execute the HR Service Delivery mission
  • Monitors health of processes, programs, policies, systems and tools to identify pain points and then develops and implements solutions to eliminate identified issues
  • Available to travel and work additional hours as necessary

Knowledge and Skills

  • Strong background in HR service delivery and/or HR shared services experience (i.e., consulting or previous position) for a large, complex, and global organization; proven ability to effectively and proactively navigate across geographies and resolve conflicts
  • Demonstrated working knowledge of ERP and related specialty HR systems, frameworks and functionality; knowledge of automation tools and service management software
  • Advanced knowledge and use of Microsoft Office productivity tools (MS Office, Skype, Zoom, email, etc.)
  • Strong verbal and written communication skills and executive presence balanced with a high degree of humility
  • Must be comfortable with ambiguity, adept at change management, and capable of working in cross-functional teams