Job Summary
As Manager for the People Services Center, the individual will lead a team of tier 1 People Operations Service Representatives that act as the frontline for people-related queries globally, in addition to ensuring daily operations, priorities, and processes are executed with excellence and strong ‘customer’ centricity. A key priority of this role will be to focus on owning and enhancing existing programs, processes, and team operational practices with the goal of achieving greater efficiencies for the People team.
- Minimum Qualification : Degree
- Experience Level : Mid level
- Experience Length : 3 years
Job Description/Requirements
Responsibilities
In this role, you’ll:
Oversee global tier 1 people-related work across the entire employee lifecycle
Lead and manage the People Services Center, setting direction, prioritizing work, enabling efficient execution and quality employee support
Evaluate and drive work transition opportunities from other People Team COEs (benefits, compensation, etc,) into the People Service Center.
Work within core HR systems (PSP, Workday) ensuring data quality, audits, and reporting
Develop, oversee, monitor, and continuously seek improvement to HR operations service delivery standards and performance metrics for the team to ensure timely execution and process consistency. Design, improve, measure, and automate core processes, ensuring compliance with local laws and Twilio policies
Collaborate closely with other HR functions, Talent Acquisition, IT and other stakeholders to streamline cross-functional programs and processes
Management of external vendor relationships including contract negotiation, results attainment, and on-going partnership
Work closely as a critical strategic and operational partner with the People Operations leadership team other regional leaders on team roadmaps, team career development, prioritization of projects, and the overall people operations shared service model opportunity areas
Represent HR Operations in corporate projects which require HR engagement and execution, as and when needed
Focus on excellent employee, partner, and stakeholder support, approaching everything with a problem-solving mentality and an operational perspective
Required:
Bachelor's Degree in Human Resources, Business, or related field
3+ years of experience in HR Operations; at least 1 years leading a team focused on operations, systems, data, or global processes and efficiency
Nurtures team success and development through empowerment and accountability by modeling, coaching, and caring
Ability to anticipate business needs, think proactively, and execute open communication with key partners
Experience establishing or transforming regional HR operational processes for a multinational technology company, integrating local practices with global policies and processes
Demonstrated experience establishing and improving processes, including design, build, rollout, and adoption to users and stakeholders
Experience operating in an HRIS and employee ticketing system as an HR administrator, HR partner, or as HR operations (Workday and ServiceNow preferred)
Experience managing multiple projects concurrently, demonstrating a sense of urgency while achieving defined requirements
Exhibited balanced judgment, ability to leverage data for decisions, and experience handling sensitive and confidential information
Clear communication skills with the ability to concisely summarize a root cause problem, proposed solutions, project status, and performance metrics to People Operations leadership team or key stakeholders
Experience managing HR transaction environment with global complexity
Self-motivated individual with a strong sense of accountability that will thrive in a dynamic global team environment
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