Sykes Director, Regional HR Shared Services (virtual / remote) in Tampa, Florida
This position is responsible for providing direction and leadership to HR Shared Services onshore and offshore Tier 1 and Tier2 Teams, including operational oversight of processes, activities, customer relationships and other related services within HR Shared Services.
Required qualifications, skills and experience
Adheres to SYKES policies on ethics and integrity.
Leads efforts to standardize and to improve key processes.
Maintains deep systems and process knowledge to effectively manage transactions and deliverables to drive related efficiencies.
Makes effective recommendations and decisions while aligning to initiatives with the strategic priorities of the broader organization by using in-depth knowledge of customer services practices, systems and business processes.
Uses financial and/or quantitative analysis to evaluate and act on strategic options and opportunities.
Accountable for multiple HR processes with high complexity and broad scope including but not limited to, Employee services center, employee portal content management, benefit administration, LOA administration and employee data administration
Leads and works closely with vendors to ensure service delivery accountability, and customer partnerships to learn system best practices.
Develops and partners with stakeholders on implementation strategies that identify the appropriate goals, resources, communications, metrics and progress reviews.
Analyzes issues, situations, and circumstances and their impacts on the business and recommends customer centered solutions which may include moving the task into the shared services environment.
Recommends and implement methodology or tools to ensure the overall integrity of the data.
Ensures service level agreements (SLAs) and key performance indicators (KPIs) are in place to improve quality and customer experience.
Serves as the escalation point to resolve complex issues or requests coming into HR Shared Services that cannot be resolved by the team.
Ensures data management and documentation of the end-to-end employee lifecycle HR processes are optimal.
Integrates information, guidelines, and requirements from different sources to evaluate alternatives and make effective decisions.
Draws accurate, useful conclusions from financial, business, and quantitative information.
Develops and manages employees' performance for both on-shore and off-shore resources, holding the HR Shared Services team accountable to effectively and efficiently complete work responsibilities.
Ensures that they have the resources, information, authority and support needed to achieve objectives. Fosters personal achievement and excellence.
Provides feedback and coaching to enhance the team's skill development.
Motivates and clearly communicates how each team member can contribute to the goals of the organization.
Provides more general oversight of the teams' daily work, focusing on more high-level or long-term guidance.
Participates in HR industry dialogues to keep abreast of new technologies, trends and best practices in people and process solutions management.
Develops, presents and obtains approval for labor and expense forecasts and budgets.
Manages internal customer relationship and leverage SLA reporting to provide full transparency on service effectiveness.
Manage issues and new service needs timely and effectively.
Partners with other departments including but not limited to, Global HR Systems, TA Shared Services, COEs, HR business partners, payroll and other corporate functions as needed to ensure handoffs, communication and interactions are customer focused, seamless and delivered with high quality.
Leads and participates in projects in support of SYKES' strategies and policies.
Maintains compliance requirements for all processes, whether systematic or manual in nature. Ensures preparation and compliance for internal, external, Sarbanes Oxley and other company-required audits.
Recruits, directs, motivates and develops staff, maximizing their individual contributions, their professional growth and their ability to function effectively as a team.
May perform other additional duties and responsibilities as assigned.
Desired qualifications, skills and experience
EDUCATION and/or EXPERIENCE:
Bachelor's degree and ten (10) years plus experience in an HR Shared Services or Service Center management role required; or any equivalent combination of related training/education and experience required. Prior People management experience required. Functional HR and case management experience preferred.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Strong influencing and collaboration skills with key stakeholders.
Strong collaboration with customers to continuously identify and move repetitive common processes from the business unit into the HR Shared Services environment.
Ability to develop performance goals and performance manage teams to inspire a culture of accountability and continuous improvement empowering team members to reach and exceed performance expectations.
Deep knowledge and expertise in customer service and the employee lifecycle core processes
Excellent oral and written communication skills and ability to convey business requirements and technical needs in a clear, concise, and effective manner.
Excellent interpersonal skills and ability to work effectively with business partners.
Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, quality of service, and costs.
Ability to manage multiple and/or large-scale projects successfully and simultaneously.
Deals with interpersonal conflict, stressful work conditions and rejection by coping in a mature, problem-solving, solutions-oriented manner.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.
COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.
Equal Employment Opportunity & Affirmative Action SYKES observes and supports all applicable laws and regulations concerning equal employment opportunities - regardless of race, color, religion, national origin, disability, gender, age, sexual orientation, or any other protected classification.