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Connecticut: HR Director, Resolution Team

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The Resolution Team Director is responsible for managing a large team of HR Managers, HR Specialists, and a team responsible for data management, contracts, document management and HR case management.  They will resolve queries that have been escalated from the Contact Centre team, with a focus on superior customer service, high quality and rigorous measurement of performance.  These teams may focus further on specialist areas such as Employee Lifecycle activity (e.g. on-boarding and exit, resourcing, contracts) and Employee Relations.  The Resolution Director is responsible for the ongoing and continuous development of the team.  They will play a strong coaching role for individuals and their development.

Key Activities this role is accountable for:

  • People Management   Lead, coach and motivate high performing teams to achieve SLA’s and quality standards and continually improve performance (total headcount of team is 17)
  • Leads a team with responsibility for resolving, tracking and monitoring HR queries that cannot be answered at the first point by the contact centre team.  This would include for example, exits, on boarding, job changes and Employee Relations activity.
  • Ensure that Diageo is fully compliant in accordance with employment laws & regulations in the Americas. Manages ad hoc requests and audits as needed in order to remain in compliance with applicable laws.
  • Ensure individual Employee Relations casework and queries (investigations, performance management, reductions in force, etc.) are handled in a consistent and accurate manner and managed through end to end with support to line managers.  Is the escalation point for complex ER issues.
  • Advanced interpretation and development of policy, investigation and resolution of escalated queries, ensuring appropriate and timely communication to all parties.  First point of contact for any complaints raised by the business or HR relating to service delivery.
  • Continuous Improvement – Reviews processes and feedback with the resolution team in order to assist in process improvement, ensuring proper documentation is produced following review or new process mapping, working in conjunction with the Contact Centre and Continuous Improvement Team
  • Ensures team are trained and equipped to answer queries.
  • Is responsible for the tracking and measurement of key performance indicators, ensuring deliverables and service targets are met to agreed levels
  • Responsible for producing standard and ad hoc reports and statistical information
  • Works with SSC Directors to ensure consistency of approach and delivery of agreed service levels
  • Ensures data is captured accurately and measured in order to provide measurement and trend reporting of employee data and HR transactions
  • Works with SSC VP looking at internal metrics and identifying and flagging any out of service issues
  • Experience
    Previous People Management Experience
  • Commercial or business partner experience or exposure is preferred
  • Previous exposure to an Employee Relations Environment and case management is essential

More info here

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Wednesday, October 18, 8:15 pm

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