Team Lead HR Technologies

Eaton

Global Team Lead
JOB DESCRIPTION 

 

Summary/Objective 
The HR Technologies Regional Team Lead provides leadership to the global HR Technologies support team and works to ensure HRT polices and performance standards are followed. The incumbent is responsible for managing daily operations of the team by monitoring and assigning case work, completing audits and compiling and reviewing performance metrics. In addition, the team lead is responsible to conduct coaching and training to team members to ensure compliance with policies and procedures, customer service standards, and established team goals.

 

The HR Technologies Regional Team Lead is also responsible to ensure compliance with Data Privacy guidelines and the integrity of the data within the HR systems. This includes analyzing customer requests to identify system issues, performing testing to identify and document root cause, and serving as a liaison between customers, Centers of Expertise and System Support teams. The Regional Team lead serves as the subject matter expert on end user functionality for HR Technology systems and supports the HR Technology Road Map.
Essential Functions

 

  1. Case Management and Support (40% of time):
  • Manages a large volume of user requests via the Case Management System and assigns cases to HR Technology team members.
  • Reviews and analyzes customer reported requests and issues to determine root cause, global impact and risk. Documents and escalates issues to appropriate Technology Support Group, Center of Excellence, and/or management.
  • Provides support to all global customers by responding to "how to" questions, special requests, issue research/resolution and required activities related to processes such as HRMS Self Service processing, payroll, recognition and review systems. These requests are often unique in nature and require quick analysis to determine cause and proper resolution of these critical processes.
  • Monitors case resolution by team members to ensure established team targets are met and cases are resolved within policy. Conducts case audits and documents scores.
  • Monitors team performance metrics and analyzes trends. Reviews team monthly reports to ensure work is balanced and within policy.
  • Provides monthly reports to team management on performance metrics and team member performance.
  • Researches and resolved customer complaints on case resolution.
  • Manages the creation of IT requests in Remedy (GSC) for issues requiring IT support and coordinates with assigned IT resource to provide the necessary details to ensure proper/timely completion of tasks.
  1. Coaching and Development (30% of time):
  • Evaluates staff performance by utilizing APEX tools and performance metrics. Monitors individual performance and establishes the proper goals and development opportunities to motivate employees and ensure continued growth.
  • Participates in staffing activities to recruit and secure qualified candidates for assigned regional teams.
  • Provides coaching and guidance to HRT support team members on case resolution, policy interpretation and escalation procedures.
  • Provides training to team members and other internal support teams utilizing supported systems and processes.
  • Assists in the development and maintenance of customer and internal team training materials using a variety of media. Includes job aids, e-learning courses, video demonstrations, User Productivity Demos and recordings, presentations and process documentation.
  • Develops and conducts skill assessments on internal processes.
  • Consults, coordinates and partners with internal and external process owners to ensure all processes are documented and meeting their needs.
  • Assists in the development of training roadmaps for HR Technology customers and team members.
  • Conducts training sessions with customers (individual and group) on supported systems and processes.
  • Responsible to develop, schedule, review and post customer and team communications on HR Technology related topics such as system enhancements/upgrades, processing "tips", upcoming events, etc.
Provides Project Support for HRT Roadmap (10% of time):
  • Serves as subject-matter expert for all supported processes and coordinates/consults with Project Managers and IT regarding development of process enhancements and new functionality.
  • Participates in Project Teams for new system implementation, patches, upgrades or enhancements. Identifies and escalates risks in all project phases.
  • Completes UAT scripts and documents results in support of system upgrades or patches.
Process Improvement and Data Integrity (10% of time):
  • Assists in maintaining data integrity in systems by running reports and analyzing data.
  • Collects and documents feedback and data from COEs, customers, end users, and other team members on process improvements.
  • Presents process improvement suggestions to HRT Leadership team.
  1. Provides front-line technical support for all supported systems (10% of time):
  • Identifies recurring issues from cases, collects data and documents support from end users, performs and documents tests in production and QA systems to assist in root cause and impact analysis.
  • Researches HRMS problems, unexpected results or process flaws by conducting large data analysis and system tests to identify patterns, impacted users, groups or regions.
  • Manages the creation of IT requests in Remedy (GSC) for issues requiring IT support and coordinates with assigned IT resource to provide the necessary details to ensure proper/timely completion of tasks.
  • Documents results of analysis and works with technical support team on issue urgency and resolution.
  • Participates in UAT testing for break fix issues and documents results.
Qualifications
  • Bachelor degree in Human Resources, Communications, Training, Computer Science or related field or equivalent work experience
  • Two years of experience in coaching or leading others
  • One year experience conducting data analysis
  • Two years of HRIS, IT or HR generalist or specialist experience
  • Two years of experience in process documentation
  • Two years of experience in a global customer support role
     
     
Required Qualifications
  • Demonstrated Proficiency in Microsoft Word, PowerPoint.
  • Ability to complete advanced operations and formulas in Microsoft excel with large data sets.
  • Demonstrated coaching and mentoring skills for performance improvement and goal achievement of a remote workforce.
  • Demonstrated ability to create goals and evaluate and document performance of self and others.
  • Experience interfacing with all levels of HR and IT professionals and business customers.  Must be able to communicate effectively with functional, business and technical stakeholders. 
  • Excellent communication skills (oral and written), including clear and comprehensible assistance to customers and other team members and detailed process documentation. 
  • Excellent interpersonal relationship building and team work skills which are especially critical to our “global” team environment. 
  • Thorough Knowledge of Human Resource Policies and Practices
  • Thorough knowledge and understanding of HR Technology applications, how these applications and systems are developed and maintained, as well as how they interface with other systems.
  • Ability to coordinate/prioritize multiple, often complex, tasks in order to ensure continued effectiveness in meeting the company’s recordkeeping, reporting and compliance needs.
  • Strong analytical skills for completing complex problem solving and analysis of business processes and systems.
  • Proactive about identifying problems and continuous improvement with focus on data integrity
  • Demonstrated ability to work under pressure and meet deadlines
 
Preferred Education and Experience
  • Two years of experience in project management
  • Two years of experience with systems training
  • Previous supervisory experience

Eaton is a power management company with 2016 sales of $19.7 billion. We provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technologies and services. Eaton has approximately 95,000 employees and sells products to customers in more than 175 countries. For more information, visit Eaton.com.

At Eaton we see things differently. We see opportunities to innovate, go above and beyond, and we work hard because what we do reflects who we are. If you see things differently – if you’re determined, motivated and focused on improving the world around you – then it’s time to see where a career at Eaton can take you. For more information visit www. Eaton.com/careers.

Job: Human Resources

Region: Asia Pacific
Organization: Corporate Sector

Job Level: Team Leader/Supervisor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time

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Confirmed 16 hours ago. Posted 30+ days ago.

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