Boston Scientific HR Service Delivery Support Team Lead 

China, Liaoning 

373542682

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.