What success looks like in this role:
• Benefits Administration queries from associates that includes New hire inquiries (understanding coverage), Pension inquiries (eligibility), Reporting a death, Understanding when to reach out to Alight versus Accolade, Updating contact information (pension recipients), CMS Medicare form completion requests, Qualifying life event inquiries, 401k contributions (limits & how to modify), Escalations, complaints, or suggestions (typically vendor or associate related), How to retrieve insurance ID cards.
• Gaining knowledge and coordinating on US Processes supported from HRSS APAC team
• Ensure Service Delivery, Stakeholder Management, Team Management, Timely Communication on BAU and additional scope contributing to continuous improvements.
• Responsible for the end-to-end HRSS Operational activities from Onboarding to Offboarding, Audit & Compliance, Logistics, Associate Queries, Change Management
• Responsible for gaining an in-depth understanding of the Client requirements and expectations relating to processes delivered by the HRSS team globally and understanding the impacts and owners of respective CoEs or Corporate Enabling Functions.
• Ensure that agreed processes are delivered in line with the agreed service levels and that any deviation from this standard is highlighted immediately to the local and onshore leaders outlining proposals for resolution.
• Identify opportunities for improvement and consult with the leaders to agree solutions. Create and lead a culture of continuous service improvement.
• Handle escalation from Stakeholders and provide the detailed RCA and the Action plan.
• Quality check on the key/critical HR transactions processed by Offshore team
• Ownership of client calls on a regular basis and ensures required documentation. Update/ review SOP’s and process maps of related HRSS processes
• Responsible for regular, proactive and transparent communication with the onshore stakeholders regarding project and service updates, business as usual activities, system issues, team updates, training schedules, etc. Conduct Weekly/Monthly meetings with Stakeholders to provide an update on business performance
• Keep the stakeholders apprised of changes to the policies and procedures relevant to them.
• Responsible for building and maintaining strong relationships with stakeholders. Actively engage with onshore stakeholders to fully understand impact of decisions.
• Responsible to prepare daily, weekly and monthly operational reports related to SLAs/KPIs and other performance parameters.
• Ensure process documentation are reviewed on Monthly basis and relevant changes are made and agreed upon by stakeholder
• Ensure teams are supported to deliver processes and work in a cohesive manner providing guidance and support as needed.
• Ensure that the relevant Onshore compliance needs are adhered / completed within agreed timescales.
• Ensure that all requests for leave / flexibility are approved with minimal impact on service delivery.
• Comply with the policy, processes, procedures, support in timely recognition of HR Operation team members.
• Actively manage and support the team on a day-to-day basis including providing one to one coaching, training and development, management of timekeeping, leaves/PTO, organization of shift patterns, resource planning, hiring and ensuring service level agreements and targets are met.
• Effectively manage and resolve conflict and cultivate a culture built upon respect & inclusion.
• Lead a culture of open, proactive and transparent communication between the Offshore and onshore teams.
• Support with the resolution of escalations and putting in place actions to mitigate future reoccurrences.
• Report and present suggested service delivery improvement recommendations including those from the Offshore teams for discussion with onshore leaders / stakeholders.
• Proactively identify & raise potential issues related to the team for discussion with the stakeholders. Cascade and support the implementation of agreed actions with the Team members.
• Conduct team huddle on regular basis to keep team UpToDate with changes in the process.
• Conduct Performance review on Monthly basis with team member and guide them through their career path and their development.
• Drive Engagement Activities initiatives within the team to keep team members engaged and motivated
• Responsible for one’s own development and continuous learning relating to relevant policy, legislative and process developments ensuring that knowledge and experience is shared with the team to increase their knowledge, skill and competence within the role.
• Ensure compliance with HR Operation first line of defense activities and appropriate Data Protection legislation at all times.
• Drive innovation with the team to improvise the existing process and drive ideation session to add client value.
• Responsible for a smooth process transitions, training and documents and successful go live.
• Responsible for managing day to day operations, meeting SLAs, driving Operations Excellence and ensuring we are managing the cost to serve
• Responsible for motivating, building, coaching and developing a group of SME/TL into becoming a highly responsive team that meets the required published performance standards.
• Manages the specification, development, and implementation of new or redesigned systems, reports, policies and procedures.
• Includes the UK Transition support and management for New scope added.
You will be successful in this role if you have:
• An, experienced professional with a full understanding of area of specialization/HRSS with a minimum of 5 plus years of leading the HRSS team.
• Minimum 3 to 5 years of experience in people leading exposure
• Resolves a wide range of issues in creative ways.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Networks with senior internal and external personnel in own area of expertise.
• Normally receives little instruction on day-to-day work, general instructions on new assignments.
• Uses knowledge to independently resolve moderately complex issues.
Traits: Emotional Intelligence • Critical Thinking • Communication Skills • Client Handling • Innovation And Creativity • Ownership Mentality • Domain Knowledge • Learning Agility • Attention To Detail & Quality Mindset
▪ Involved in Global Workday & ServiceNow transition. Provide Inputs/Document the Process Flow & Documents, Train the Offshore team and guide through-out the transition and Go Live Phases
▪ Involve in Multiple Process Transitions from Onshore to Offshore support team:
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
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