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Global HR Service Delivery Staff Manager

The Global HR Service Delivery Staff Manager is responsible for organizing the design and implementation of the HR Service Delivery Strategy. This position collaborates with HR Departments, Regions/Districts/Business Units, and GBS to align expectations, design, and enhance processes that improve efficiency, meet HR Department needs, and enhance employee experience.

The role drives the design and implementation of HR processes, including employee self-service options, and provides continuous oversight of the HR Roadmap. The Manager facilitates collaboration across GBS and HR to ensure high-quality end-to-end service while addressing escalations. This position also analyzes HR service delivery channels (e.g., web portal, phone, online request, chat, and mobile) to optimize efficiency and effectiveness.

The role monitors compliance, improves business results, and ensures consistency, accuracy, and optimization of HR processes. The Manager maintains relationships with Corporate SMEs, GBS, and field teams. This role may involve managing team members within the department.

Travel Requirements: This role may require travel using a personal vehicle, UPS rental car, or public transportation such as a commuter train. International travel is not allowed.

Job Duties & Responsibilities: Managing the Employee Experience with the HR Service Center (HRSC) / Central Employment Office (CEO):

• Acts as the employee advocate within HR and HRSC/CEO to ensure employee needs are met.
• Oversees service exception requests, assesses service issues, and ensures corrective action is taken.
• Ensures a positive employee experience to improve the effectiveness of HR delivery strategy.
• Reviews employee feedback through research and internal analysis to create a prioritized list of concerns.
• Identifies process gaps and employee concerns to drive improvements in the employee experience.
• Continuously measures employee experience, identifies gaps, and implements solutions in collaboration with HR and GBS.

Collaborating with GBS on HR Service Delivery Performance:

• Facilitates ongoing communication between HR departments and GBS process teams to identify and resolve root causes of process failures and compliance needs.
• Monitors performance metrics to ensure expected business outcomes.
• Defines expected outcomes to assess end-to-end process performance.
• Reviews business process documentation with GBS and HR departments to support process improvements.

Collaborating with Cross-Functional Groups to Provide HR Services:

• Provides expertise to help identify and mitigate compliance risks.
• Works with cross-functional teams and other departments to analyze root causes of issues, determine solutions, and implement action plans.
• Conducts financial analysis and business rationalization of process changes to increase cost savings and efficiencies.
• Communicates and collaborates with different teams on new processes, procedures, and policies, ensuring alignment and consensus.
• Ensures compliance with regulatory requirements and HR policies.

Additional Duties:

• Design and implement communication plans.
• Identify and collaborate with all affected groups to manage project impact.
• Research industry trends and best practices to develop expertise.
• Make decisions about prioritizing and planning tasks effectively.

Technical Problem Solving & Analytical Processes:

• Apply knowledge of UPS's internal business information systems.
• Maintain and apply specific knowledge of information systems elements.
• Resolve incidents and problems throughout the information system lifecycle, including classification, prioritization, initiation of action, root cause documentation, and remedy implementation.

Technical Skills:

• Experience with HR systems, particularly SaaS solutions such as Workday, Workday VNDLY, or other cloud-based contingent worker platforms.
• Strong functional knowledge of contingent worker processes.
• Advanced proficiency in Microsoft Excel.
• Experience with VNDLY configuration.

Non-Technical Skills:

• Background in HR Service Delivery.
• Experience managing Contingent Worker Programs.

Must have:

• HR Systems Experience: Previous experience with SaaS solutions such as Workday, Workday VNDLY, or other cloud-based contingent worker platforms.
• Contingent Workforce Expertise: Functional knowledge of contingent worker processes.
• HR Service Delivery: Prior experience in HR Service Delivery and managing Contingent Worker Programs.
• Technical Skills: Advanced knowledge and experience with Microsoft Excel.
• VNDLY Configuration: Hands-on experience with VNDLY configuration (non-technical).