HR Service Delivery Manager

Job Description

HR Service Delivery Manager
Location: Manchester
Salary: Highly Competitive plus benefits
Opening date Friday 13th March closing date 23rd April 2020

Job Purpose:

The Human Resources (HR) Service Delivery Manager will be responsible for leading and managing a team of HR Service Delivery Representatives dedicated to serving BNY Mellon. The team is responsible for EMEA HR data administration/input into the HR system of record ensuring pre payroll data is sent accurately and timely to the payroll team and payroll vendor. HR activities and projects, as well as responding to and being the escalation point for HR related queries via phone and case management tool are also required. The Manager is also responsible for establishing an environment, which promotes superior customer service. Achieved by monitoring workflow, reporting, and continuously improving processes and procedures whenever possible. Mitigating risk and ensuring compliance regulatory/legal and statutory requirements including GDPR.
The ideal candidate for this role is knowledgeable about HR, highly organized, tech savvy and data driven. They have strong customer service and process improvement skills. They also possess a leadership skillset, with the ability to coach and give immediate feedback, as well as develop their teams. HR PeopleSoft, Workday or Cloud system knowledge beneficial.

Responsibilities:

- Lead day to day operations of a team of administrators/Team Leads and data entry to HR system of record
- Ensure Audit/SOX requirements relevant to function are delivered timely
- Ensure process documentation is current. Timely delivery of MI/KPI
- Ensure teams cross train with primary, secondary and tertiary cover
- Timely and accurate pre payroll data processing with customer focus.
- Manage, motivate, and develop staff through delegation, support and evaluation
- Coach team members to identify root cause and solutions for queries
- Develop and execute processes including policies, procedures with operational efficiency and a high touch customer service experience in mind
- Drive a “one HR” approach by partnering with global counterparts to ensure standardization of processes where applicable
- Use reporting and data measurements to monitor and continuously improve metrics, feedback, performance and workloads
- Establish and ensure client service level agreements are met on a consistent basis
- Ensure procedures and policies meet business needs and comply with organizational policies and/or country laws and regulations
- Serve as an escalation point for highly complex or unprecedented issues
- Stay abreast of legislative changes and develop solutions to implement process adjustments in response to these changes
- Adhoc duties as directed by management

Minimum Requirements:

Bachelor‘s degree or the equivalent combination of education and experience is required.

- Extensive previous work experience including proven management experience
- Cloud based technology experience preferable
- Experience with case management systems, Audit, HR life cycle and HR system of record data input in line with local regulations and requirements including GDPR.
- Proven ability to engage, interact, and influence business outcomes
- Superior management skills, ability to coach and develop more junior talent.
- Passion for excellent customer service
- Ability to handle sensitive and highly confidential personal information on a daily basis
- Ability to work effectively at all levels of the organization and inspire diverse teams
- Strong data analysis skills
d April 2020

Job Purpose:

The Human Resources (HR) Service Delivery Manager will be responsible for leading and managing a team of HR Service Delivery Representatives dedicated to serving BNY Mellon. The team is responsible for EMEA HR data administration/input into the HR system of record ensuring pre payroll data is sent accurately and timely to the payroll team and payroll vendor. HR activities and projects, as well as responding to and being the escalation point for HR related queries via phone and case management tool are also required. The Manager is also responsible for establishing an environment, which promotes superior customer service. Achieved by monitoring workflow, reporting, and continuously improving processes and procedures whenever possible. Mitigating risk and ensuring compliance regulatory/legal and statutory requirements including GDPR.
The ideal candidate for this role is knowledgeable about HR, highly organized, tech savvy and data driven. They have strong customer service and process improvement skills. They also possess a leadership skillset, with the ability to coach and give immediate feedback, as well as develop their teams. HR PeopleSoft, Workday or Cloud system knowledge beneficial.

Responsibilities:

- Lead day to day operations of a team of administrators/Team Leads and data entry to HR system of record
- Ensure Audit/SOX requirements relevant to function are delivered timely
- Ensure process documentation is current. Timely delivery of MI/KPI
- Ensure teams cross train with primary, secondary and tertiary cover
- Timely and accurate pre payroll data processing with customer focus.
- Manage, motivate, and develop staff through delegation, support and evaluation
- Coach team members to identify root cause and solutions for queries
- Develop and execute processes including policies, procedures with operational efficiency and a high touch customer service experience in mind
- Drive a “one HR” approach by partnering with global counterparts to ensure standardization of processes where applicable
- Use reporting and data measurements to monitor and continuously improve metrics, feedback, performance and workloads
- Establish and ensure client service level agreements are met on a consistent basis
- Ensure procedures and policies meet business needs and comply with organizational policies and/or country laws and regulations
- Serve as an escalation point for highly complex or unprecedented issues
- Stay abreast of legislative changes and develop solutions to implement process adjustments in response to these changes
- Adhoc duties as directed by management

Minimum Requirements:

Bachelor‘s degree or the equivalent combination of education and experience is required.

Preferred Qualifications:
- Extensive previous work experience including proven management experience
- Cloud based technology experience preferable
- PeopleSoft knowledge beneficial
- Experience with case management systems, Audit, HR life cycle and HR system of record data input in line with local regulations and requirements including GDPR.
- Proven ability to engage, interact, and influence business outcomes
- Superior management skills, ability to coach and develop more junior talent.
- Passion for excellent customer service
- Ability to handle sensitive and highly confidential personal information on a daily basis
- Ability to work effectively at all levels of the organization and inspire diverse teams
- Strong data analysis skills

 

HR Service Delivery Manager
Location:
Manchester
Salary:
Highly Competitive plus benefits

Opening date Friday 13th March  closing date 22nd April 2020
 
Job Purpose:


The Human Resources (HR) Service Delivery Manager will be responsible for leading and managing a team of HR Service Delivery Representatives dedicated to serving BNY Mellon. The team is responsible for EMEA HR data administration/input into the HR system of record ensuring pre payroll data is sent accurately and timely to the payroll team and payroll vendor. HR activities and projects, as well as responding to and being the escalation point for HR related queries via phone and case management tool are also required. The Manager is also responsible for establishing an environment, which promotes superior customer service. Achieved by monitoring workflow, reporting, and continuously improving processes and procedures whenever possible. Mitigating risk and ensuring compliance regulatory/legal and statutory requirements including GDPR.
The ideal candidate for this role is knowledgeable about HR, highly organized, tech savvy and data driven. They have strong customer service and process improvement skills.  They also possess a leadership skillset, with the ability to coach and give immediate feedback, as well as develop their teams. HR PeopleSoft, Workday or Cloud system knowledge beneficial.
 
Responsibilities:


- Lead day to day operations of a team of administrators/Team Leads and data entry to HR system of record
- Ensure Audit/SOX requirements relevant to function are delivered timely
- Ensure process documentation is current. Timely delivery of MI/KPI
- Ensure teams cross train with primary, secondary and tertiary cover
- Timely and accurate pre payroll data processing with customer focus.
- Manage, motivate, and develop staff through delegation, support and evaluation
- Coach team members to identify root cause and solutions for queries
- Develop and execute processes including policies, procedures with operational efficiency and a high touch customer service experience in mind
- Drive a “one HR” approach by partnering with global counterparts to ensure standardization of processes where applicable
- Use reporting and data measurements to monitor and continuously improve metrics, feedback, performance and workloads
- Establish and ensure client service level agreements are met on a consistent basis
- Ensure procedures and policies meet business needs and comply with organizational policies and/or country laws and regulations
- Serve as an escalation point for highly complex or unprecedented issues
- Stay abreast of legislative changes and develop solutions to implement process adjustments in response to these changes
- Adhoc duties as directed by management
 
Minimum Requirements:

 
Bachelor‘s degree or the equivalent combination of education and experience is required.
 
Preferred Qualifications:
- Extensive previous work experience including proven management experience
- Cloud based technology experience preferable
- PeopleSoft knowledge beneficial
- Experience with case management systems, Audit, HR life cycle and HR system of record data input in line with local regulations and requirements including GDPR.
- Proven ability to engage, interact, and influence business outcomes
- Superior management skills, ability to coach and develop more junior talent.
- Passion for excellent customer service
- Ability to handle sensitive and highly confidential personal information on a daily basis
- Ability to work effectively at all levels of the organization and inspire diverse teams
- Strong data analysis skills

 

Qualifications

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BNY Mellon is an Equal Employment Opportunity Employer.
Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

Primary Location: United Kingdom-Greater Manchester-Manchester
Job: Human Resources
Internal Jobcode: 75047
Organization: People Analytics, Ops & Tech-HR18050
Requisition Number: 1917835