As North America’s Service Delivery Lead, you will be responsible for providing HR Services advice, support and expertise to the Region’s HR Function and to business stakeholders. You will work with Manila Service Center, HR Services, Talent Advisors, HR Generalists, Employee Relations, HR IT, NA Payroll, IT, Recruiting, Facilities, General Counsel, HR Solutions & Systems, Peer Service Delivery Leaders and Centers of Team Members of the expert to assist in shaping and planning service strategies to meet the needs of the NA region. Must be able to coordinate the effective integration of the experience of colleagues, managers, and leaders within the NA and ensure compliance with national legal and regulatory requirements.
The successful candidate must have a strong track record of expertise and experience in HR processes, management and HR systems.
The Paper
HR Services
Direct HR Services operations as described in the HR service catalog, to ensure a positive and constructive experience with business, colleagues, and managers. Ensure that HR Services work within specified service levels for timeliness, quality, and cost.
- Identify opportunities to align processes, people, and technologies to achieve an approach that focuses on the right work performed by the right person, in the right location with the right results and outcomes.
- Oversee the design and delivery of HR processes to support HR initiatives in compliance with relevant employment law as well as identifying opportunities for continuous operational improvement.
- Manage employee lifecycle management for the region:
- Complete, accurate and timely data maintained across all HR Systems
- Review audits and make sure they are timely and relevant, add to them as needed
- Support colleague/manager inquiries and process requests following the required process and procedure
- Troubleshoot and provide expertise and guidance for complex issues
- Be sure to provide relevant correspondence throughout the employee’s life cycle, from onboarding to termination
- Build and maintain strong relationships with Regional HR delivery teams and other key stakeholders such as NA Payroll.
- Work with the Center of Expertise, for the delivery of key HR programs such as the Annual Cycle activity and with the Recruitment team to ensure end-to-end recruitment and onboarding experience.
- Support the implementation of new systems and technology solutions, ensuring compliance with NA law. Work with the Global Operations team to improve current HR technology solutions, Oracle HCM Cloud (core HCM, Recruiting, Compensation, Talent Management, Absence Management moducles) and ServiceNow to create efficiency and productivity, optimize resources and enhance the experience of the colleague and candidate.
- Responsible for providing strategic, managerial and day-to-day support and guidance to the HR Services team throughout the NA region.
- Take responsibility for ourselves to deliver disciplined excellence in everything we do; and do the right thing for our company and colleagues.
Operational Efficiency
- Ensure continuous improvements by managing operations and working with cross functional partners to establish, achieve, and exceed performance targets for service levels, quality, experience, and cost to deliver end-to-end service in a coordinated manner.
What’s needed
- An experienced HR professional, with operational and administrative experience in a wide spectrum of areas
- Must have a strong service mindset and the flexibility and adjust at short notice to rapidly changing environments
- Experience as a collaborative leader, who is comfortable managing a large team and is able to hold the team accountable for deliverables in a fast-paced and dynamic environment and promote continuous mindset improvement through effective delivery
- Experience with Oracle HCM Cloud and ServiceNow is a plus
- Speak with clarity, transparency and honesty
- Demonstrated proficiency in using a wide range of technology, HR system and admin/ticketing system
- Demonstrated flexibility to work across multiple work streams with a wide variety of different deadlines, outcomes and goals
Willis Towers Watson may be subject to mandatory work-related COVID-19 vaccination requirements. Therefore, as long as any such mandate applies, you may be required to certify and provide documentation of full vaccination against COVID-19 if you have been accepted in the US If you accept an offer from WTW and are subject to a mandate but you have not unable or unwilling to be vaccinated due to medical reasons or sincere religious beliefs, you may request a medical or religious accommodation. If you need an accommodation, the Company will review your request and work with you to identify reasonable vaccination alternatives, if available.
EOE, including disability/vets