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Boston Scientific HR Service Delivery Support Team Lead 
China, Liaoning 
373542682

06.09.2024

Key Responsibilities

  • Supervise the HRSD Support team (to be organized by country/language).
  • Act as a team leader: ensure onboarding activities, presence, availability, access rights, tools, etc.
  • Participate in the development of a Service Delivery cross-training plan and ensure team members become appropriately trained.
  • Escalation points for support team to resolve complex issues.
  • Monitor tickets, activities & performance of the team daily.
  • Ensure strong quality as well as productivity standards & accountability within the team.
  • Coach team members to drive improvements and service standards.
  • Build strong relationships with key customers & partners (HR Service Center (HRSC), Employees & HR community) to meet end-user expectations.
  • Partner with the HRSC and APAC HR Team to the tiered governance structure.
  • Execute continuous improvement activities across HRSD Support Team and support HR Center of Excellence (CoEs) to improve core HR processes.
  • Support Service delivery analysts in issue resolution by providing information on root-cause analysis and execute intervention plans to address issues systemically. Act as point of escalation for any issue resolutions with HR services provided.
  • Participate in and represent APAC region in regular HR Service Delivery activity/performance review meetings.
  • Ensure work is supported by appropriate documentation which is reviewed, updated, and maintained on a routine basis.
  • Partner with Regional Process Lead to ensure appropriate processes are in place.
  • Support optimization and updates to HR processes (methods & procedures) working with the HRSC.
  • Track Service Level Agreements (SLAs) and measure achievement against team/individual performance criteria.
  • Monitor cases to ensure quality and consistency across APAC by providing feedback and coaching HR Service Delivery Support team where necessary.
  • Ensure services are delivered in compliance with corporate policies and procedures or any other federal / country regulation as requirements.
  • Ensure that the HR Service Delivery Support team prioritizes activities in accordance with SLAs/Key Performance Indicators (KPIs).
  • Oversee the dispatching of cases within the HRSD Support team.
  • Monitor the volume of cases and activities against available resources.
  • Escalate and solve difficult cases and manage customer relationships where necessary.
  • Lead, develop and coach Support the team in their professional development needs by ensuring they receive ongoing regular feedback, training and help in identifying, supporting and achieving agreed development objectives.