Talent Shared Services (TSS) is a core service line within the Global Delivery Services organization, providing multiple HR support services including recruitment support, onboarding support, people data administration, learning administration and performance management support to Ernst & Young member firms.
TSS provides services to country, sub-area, area and global people teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.
These services are delivered from our centers in Manila, Philippines; Dalian, China; Kerala, India and Wroclaw, Poland.
The TSS Supervisor leads a team that provides HR shared services operations support in accordance with the established policies, procedures and service level agreements. This position supervises service delivery in respect of specific or multiple HR functions (Recruitment Support, Onboarding Support, People Data Administration, Learning Administration and Performance Management Support and/or other HR areas including contact center support) and oversees a team with up to 10+ staff. This role is responsible for ensuring service delivery and quality standards are consistently met by the team. Additionally,the Supervisor is responsible for training, developing and motivating team members.
Essential Functions of the Job:
Ø Schedules, administers, and monitors the day-to-day activities for their team in the GSS in accordance with established policies, procedures and service level agreements
Ø Develops and maintains a thorough understanding of the functional process
Ø Reviews work product and deliverables (including MI reporting) as necessary to ensure service levels and quality standards are consistently met by the team
Ø Conducts quality checks and/or reviews select work of team members; provides appropriate feedback on performance
Ø Oversees team staffing, scheduling, holiday & vacation management
Ø Trains, develops and motivates team members; providesguidance, direction and evaluation of team members
Ø Participates in the staff recruitment process
Ø Challenges existing processes and approaches and provides innovative suggestions; implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or customer service
Ø Ensures process documents are reviewed and updated on a regular basis
Ø Serves as the escalation point for functional issues; works with HR Services Manager, Customers or others to resolve as necessary
Ø Participates in leadership meetings and/or customer calls to share feedback and operational results
Ø Participates on service transitions projects as needed
Ø Participates in GDS initiatives and other projects (as assigned)
Knowledge and Skills Requirements:
Ø Has very good understanding of general TSS concept
Ø Has in-depth knowledge in the assigned processes
Ø Excellent communication skills (facilitation and presentation skills a plus)
Ø Strong verbal and written English
Ø Demonstrated supervisory skills such as teambuilding, training/coaching, providing constructive feedback to staff, effective delegation, staffing and scheduling
Ø Good organization, analytical and problem-solving skills; logical flow of thought and process orientation
Ø Strong interpersonal skills and customer orientation; positive outlook, open, honest and ethical
Ø Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements
Ø Proficiency with HR specific technology (PeopleSoft and/or Taleo a plus)
Ø Proficiency with firm standard technology such as Lotus Notes, IE, Windows, Excel, Word, PowerPoint
Ø Acts as a counselor for Associates and Senior Associates
Ø Leads teams of ca. 10-15 people, it may involve people working on various processes
Ø Assigns work, monitors completion, provides timely feedback; recognizes outstanding individuals and team performance
Ø Sets performance goals, conducts performance appraisal sessions with the counselees during year end and mid year
Ø Set performance improvement plans and works on their execution
Ø Solves people related issues observing HR procedures / policies and legal requirements
Ø Plans training for the team
Ø Follows HR procedures related to people management (e.g. reports sick leaves, plans working time and settles working hours according to the legal requirements and the firm’s procedures, ensures any changes in assignments are reported to people team (eg change of process, team etc.))
Ø Ensures good communication within the team (runs team meetings, 1-1 meetings, ensures the team participates in the firm wide communication events
Ø Is employed in task based working time system
Ø May need to travel during transition, otherwise travel time will be very limited.
Ø Bachelor’s Degree in HR/other studies, postgraduate diploma in HR (or completed HR courses) a plus
Ø Minimum of 5+ years of progressive experience including at least 1-2 years of supervisory experience
Ø None specifically noted.