Location : Decatur, IL 62526
Duration : 18-24+ Months Contract (possibility of extension)
Shift : 8AM to 4PM (CST)
Pay rate : $70 - $75/hr on W2
Job Description:
This is managed services, with a contact center
There is currently a centralized Payroll corporate team, as well as decentralized local payroll clerks that assume some responsibility.
Scope includes: customer care center and support, payroll/tax processing, integration management inclusive of dependent recipient teams like benefits and finance, ongoing AMS
We are kicking off with new system in mid-May.
Summary
This is a key role within a project to implement a new time/attendance technology across US and Canada. In addition to transforming our colleagues’ payroll interactions and experiences, the scope of this project also includes the delivery of a 3rd party contact center, and work content changes for the internal retained team.
As a member of the Service Delivery workstream, this role will ensure the HR team and support resources in plants and in Finance are trained, equipped and ready to work in concert with the new payroll & WFM partner to deliver transformed processes that drive efficiency, accuracy, control and a great user experience. Ensure new partner team is ready to deliver its services and that appropriate E2E controls are in place. Implement optimized roles and structures within operational HR teams to complement the work performed by vendor and provide strong oversight of data entry and process support work retained in the plants/wider business.
Who you are:
• 8+years working in Human Resources or HR Shared Services, with a focus on service delivery.
• Experienced with process documentation creation, inclusive of SOPs and training/education content.
• Data and detail-oriented with ability to think strategically and drive continuous improvement.
• Experience with contact centers (either internal or 3rd party) preferred
How you will contribute
• Act as the focal point and coordinator of all activities identified within the E2E Service Delivery (HR) project plan. Act as day-to-day contact for cross-tower activities including participation in project meetings, reporting on tower status and providing updates to the project plan.
• Coordinate and facilitate (as required) creation of company process documentation ensuring integration and appropriate hand-offs with supplier SOPs; all necessary stakeholder review and approval of supplier and companies SOPs; consistent standard & format; definition of processes to maintain. Support cross-project process mapping activities as required.
• Oversee knowledge content creation; identify optimal use of different repositories for ease of reference by end users (internal SharePoint; vendor portal tools, etc); create knowledge content relating to service delivery management processes (case creation, escalations, etc).
• Work with supplier contact center service delivery lead to confirm case management tool set-up, liaising with company process towers to ensure appropriate use of case management tool is built into all applicable processes. Identify company access requirements to case management tool (service delivery roles). Confirm supplier reporting on case/service level metrics meet companies requirements
• Coordinate planning for service rehearsal testing including definition of E2E test scenarios, identification of testers and execution of test scenarios.
• Partner with OCM Learning lead regarding learning content requirements for HR service delivery roles.
• Support role mapping and training needs analysis for HR service delivery teams
What you will bring:
• Ability to be an advisor to a variety of project team members. Advocate for the business, using knowledge of company to help shape program assumptions and strategy.
• A strong desire to drive the success of company. A willingness to ‘roll your sleeves up’ and deliver practical outcomes. A practical mindset to solve problems collaboratively and creatively.
• Technical aptitude– confident and capable user of a variety of systems.
• Experience with managing to set deadlines & operating in an accelerated working environment alongside a variety of other functions (Finance, Operations, etc.) Prior project involvement is a plus.
• Proven ability to develop strong working relationships and to engage, communicate with, influence, and manage different stakeholders.
• Experience of process design and/or of delivering system training to others would be an advantage.
How you can grow with this position:
• This is a strategic role, a great opportunity to develop your leadership skills within a project environment.
• Grow your project management and technology implementation experience.
• Become a subject matter expert and point of contact for companies HR Operations processes.
Additional Information:
• This role will support all company locations across US and Canada. For this reason the work location of applicants will not impact their suitability for this role. Occasional business travel may be required
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