Global HR Service Delivery Manager - REMOTE

100% Remote but candidate must be residing in Illinois, Texas or California

Contract Role

The Global HR Service Delivery Staff Manager is responsible for successfully organizing the design and implementation of the HR Service Delivery Strategy. This position works closely with HR Departments, Regions/Districts/Business Units, and GBS to align expectations, design, and enhance processes that are efficient, meet HR Department needs, and maintain employee experience standards. The manager drives the design and implementation of HR processes, including employee self-service options, and ensures continuous oversight of the HR Roadmap. This position facilitates and promotes collaboration across GBS and HR to provide quality end-to-end service while addressing escalation concerns. The manager also analyzes appropriate HR service delivery channels (e.g., web portal, phone, online request chat, and mobile) and monitors compliance issues to improve business results, ensuring consistency, accuracy, and process optimization. This role requires maintaining relationships with Corporate SMEs, GBS, and the field and may involve managing others within the department. Travel may be required as part of the assignment, including the use of a personal vehicle, a rental car, or public transportation such as a commuter train. No international travel is allowed.

Job Duties & Responsibilities:

Manages the Employee Experience with the HR Service Center/Central Employment Office

Acts as the employee advocate within HR and HRSC/CEO to ensure employee needs are met.

Oversees service exception requests to assess service issues and ensure corrective action is taken.

Ensures a positive employee experience to increase the effectiveness of the HR delivery strategy.

Reviews employee feedback obtained through research and internal analysis to create a prioritized list of employee issues.

Identifies process gaps and employee concerns to improve the employee experience.

Continually assesses and measures the employee experience, identifying gaps and solutions, and driving collaboration to implement solutions across HR and GBS.

Collaborates with GBS on HR Service Delivery Performance

Facilitates ongoing communication between HR departments and GBS process teams to determine needs, identify and solve root causes of process design failures, and ensure compliance.

Monitors performance metrics to ensure expected business outcomes.

Defines expected outcomes to determine end-to-end process performance.

Reviews business process documentation with GBS and HR departments to facilitate process improvements.

Collaborates with Cross-Functional Groups to Provide HR Service

Provides expertise to assist in identifying and mitigating compliance risks.

Collaborates with cross-functional groups and other departments to identify root causes of issues, determine solutions, and implement action plans.

Provides financial analysis and business rationalization of change processes to increase cost savings and efficiencies.

Collaborates and communicates with cross-functional groups on new processes, procedures, and policies to ensure group requirements are incorporated and consensus on changes is obtained.

Collaborates with other functions to ensure compliance with regulatory requirements and HR policies.

Other Duties

Design and implement communication plans.

Identify and work with all affected groups and functions to support project impact.

Research trends and best practices; develop industry knowledge and expertise.

Make decisions about prioritizing or planning own work.



REQUIREMENTS:

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