Sr. Manager, Employee Service Center
Location: Fort Mill South Carolina
Description: Domtar is presently looking of Sr. Manager, Employee Service Center right now, this career will be placed in South Carolina. Detailed specification about this career opportunity kindly see the descriptions. Domtar Human Resources team creates value for our businesses and serves our employees through a shared services delivery model, utilizing Centers of Expertise (COE) inclu! ding Compensation, Benefits, Learning and Development, Strategic Human Resource Professionals (Strategic HR) and an Employee Service Center for delivery of wide range of operational support. As part of a broader transformation of the HR function, we are seeking to build out and enhance Domtar Employee Service Center serving U.S. and Canadian businesses/employees.
Reporting to the VP of HR Optimization, the Sr. Manager, Employee Service Center will assist with leading the design, implementation and continuous improvement of a US Service Center. This position will be responsible for creating value through seamless customer service and highly effective operational services delivery.
More specifically, you will:
DETAILED ACCOUNTABILITIES:
1. Provides leadership, strategic direction and guidance for the planning and execution of the DESC team.
2. Plans and manages workflow priorities, provides technical assistance, oversees staff ! schedules
3. Manages team members locally, remotely, ! and in dotted-line globally
4. Creates and fosters a motivating work environment
5. Owns overall accountability for delivering services, meeting SLAs and providing continuous improvement in the areas of:
- Contact Centre support for Tier 1 and 2 case resolution
- Production Centre services supporting the execution of HR processing
7. Supports HR Optimization Vice-President in working with all customer groups to strategize, communicate and identify HR needs based on customer feedback for the group in order to provide a higher level of service and customer satisfaction in achieving an amazing employee experience
8. Evaluates day-to-day operating effectiveness of the group
9. Interfaces with customers and other HR Optimization teams, COEs and HR Local Partners as required
10.! Initiates and participates in ongoing policy and process improvements; Approves processing and support policies and procedures;
11. Ensures Tier 1 & 2 documentation, training and tools stay current and up-to-date
12. Provides coaching and leadership to Spoke Managers of Tier 1, Tier 2 and Production Centre as well as staff; approves departmental training and development activities
INTERNAL(HRSS) & EXTERNAL (Domtar/other) relationships:
1. Works collaboratively with the Spoke Managers; provides coaching and leadership to their staff
2. Maintains relationships with other HRSS teams, COEs and HR Local Partners as required
3. Supports HR Optimization Vice-President in interacting with customer groups and vendors to develop relationships, agreements and solving any critical issues
- * * Candidates must have right to work in the United States. * * *
- * * Local Candidates Preferred * * *
Domtar is an equal opportunity employer. We are also committed to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam VeteransÂ' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990.
Your profile:
KNOWLEDGE, CAPABILITIES & EXPERIENCE
BachelorÂ's degree in human resources, business administration, or related field; MasterÂ's degree in business or HR a plus
A minimum of 10 or more years of experience, including 5 or more years in a supervisory position and at least 2 years in a Shared Services Centre / Contact Centre environment
Proven experience in HR Shared Services, HR business process improvement and redesign, and operational management
Strong knowledge of DomtarÂ's HR policies and procedures !
Deep HR functional knowledge
Information technology expertise (Workday preferred)
Experience in a mill/plant/unionized environment a plus
COMPETENCIES
Excellent customer service skills
Strong problem-solving skills
Ability to manage and prioritize competing priorities
Ability to handle confidential and sensitive information
Leadership skills to effectively manage a large diverse team
Our offer:
Convenient 1-77/Fort Mill location minutes from Rock Hill and Charlotte
Competitive salaries (Work schedules are typically M-F only)
Medical/Dental Insurance
401(K) with company match
Company funded pension plan
Paid vacations/holidays
Employer paid development and tuition reimbursement program
- .
If you were eligible to this career, please email us your resume, with salary requirements and a resume to Domtar.
If you interested on this career just click on the Apply button, you will be redirected to the official website
This career starts available on: Sun, 14 Jul 2013 21:03:33 GMT