Goal of function:

The holder of this position is responsible for:

Provide leadership and direction to the respective teams (HR Ops and PY) for the smooth running of the in-scope activities (Tier 1 & Tier 2 HR support).Act as primary contact for employees, internal and external business partners, as well as other third-party entities by handling customer inquiries related to human resources in general and across domains of HR policies, practices, processes and systems.Manage the operations on regional level, collaborating with respective stakeholders (listed below)the Backoffice Administration support team(s) and Country/Global HR team(s) adhering to the governance processes.

Tasks:

Team & Service Management

Lead and prioritize teams’ workload by managing resource allocation and capacity planning.Responsible for assigning, monitoring and prioritizing escalations, responding with a sense of urgency. Research and apply problem solving, where applicable, in cooperation with respective Process Owners/ Tier 3 teamsEnsure there are robust procedures and processes within the application support function remit. Manage, own and ensure adherence to the defined processes (E.g. change control, security and auditing, release, configuration, problem and incident management) & related SLAs.Develop, co-ordinate and promote the effective functioning of application support management activities across organization. Work proactively to minimize the adverse impact of issues on the business by preventing reoccurrence of similar Incidents.Foster process improvement and implement them in the team and/or make recommendation to respective Process Owners/ Tier 3 teamsInteract with respective teams and external vendors to trouble shoot and resolve complex problemsProvide in scope leadership tasks such as recruitment, performance assessment, provide feedback, goal settingSupport Transformation & Transition phases

Personal and Team Development

Share knowledge with team members as well as internal customers (Contact Center team or HR Users)Pro-active in maintaining and increasing the teams’ and your own process and technical knowledge. Coach and develop team members and support to manage & prevent resultant problemsIdentify training needs or requirements for yourself and for the team.Responsible for team performance and coordinate the communication and information flow within team.

Documentation & monitoring

Responsible for regular analysis of performance reports from the ticketing tool to monitor performance against SLAs & KPIsMonitor & support efforts periodically and provides assessment reports to management on status and recommendations for improvementsDocumentation, & monitoring of HR policies, practices, processes and systems.Monitor system performance and report issues.Ensure incidents and problems status trackers are up to dateEnsure all process documentation is up to dateContribute to management reports

Quality, Legal & Compliance

Follow and comply with all relevant FME policies, guidelines, manuals and SOPs in the version as amended from time to time (“FME Policies”),Keep yourself updated about the current version of the FME Policies that are relevant for your role and integrate corporate values in daily business, Compliance with SSC’s internal procedures and instructions.

REQUIREMENTS:

Bachelor’s / master’s degree preferably in human resources management, business, IT or related field or an equivalent combination of education and experienceMinimum of 2-4 of experience in Team management.Enterprise Resource Planning expertise in the following areas/modules preferred: Workday: ERP System-Modules, Human Capital Management (HCM), HR Core, Absence & Time-off, Benefits, Compensation, Job Catalogue, HR Adm, HR IT and HR Reporting.Good understanding of HR business processes. Familiar with standard concepts, procedures and practices within HRStrong customer service and Team Management skills including ability to diffuse challenging situations.Ability to prioritize workload and provide timely follow-up and resolution by the team.Ability to work effectively in a fast-paced, self-directed environment subject to changing priorities and short deadlinesGood management skills with ability to lead cohesive and productive teams (both onsite and virtually)Team player with proactive approach and problem solving skillsMS Office, HR IT systems (Workday, SuccessFactors, ServiceNow etc)Fluency in English and Cze language in the business environment