Boston Scientific HR Delivery Support Team Lead - EMEA 

Poland, Masovian Voivodeship, Warsaw 

909918696

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 EMEA 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 EMEA 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 EMEA 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.

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration or related field.
• At least 5+ years of experience preferably in Talent Acquisition, Total Rewards, Benefits administration, HR Shared Services.
• Experience managing and coaching a team.
• Language skills required English fluency required and another European language highly desired.
• Strong communication and writing skills in English and desirable in another European language
• Experience with Workforce and case management systems, preferred experience with SuccessFactors and ServiceNow.
• Experienced in MS Office Applications (Excel, Word, PowerPoint).
• Analytical & problem-solving skills.

Additional Qualifications & Competencies:

• Customer service orientation: ability to provide excellent support and service to internal and external clients
• Attention to detail: Ensuring accuracy and thoroughness in all tasks
• Team Collaboration: Ability to work effectively within a team and across departments
• Adaptability: Flexibility to handle changing priorities and workloads
• Leadership skills: ensure and assist the team to achieve business goals.