HR Data Management Team Lead
hace 2 semanas
About the Role:
The Team Lead, HR Data Management, will provide support to managers and HR Data Management Advisors across all teams, Canada and IB, to deliver accurate, effective, and efficient responses to cases and transactions. This role is also responsible for providing technical support to Managers and Advisors for escalated cases, on-demand training, and relief management support as required.
Key Responsibilities:
• Provide day-to-day guidance to HR Data Management Advisors on the proper usage of the knowledge management and case management systems to drive accurate, effective, and efficient responses to inquiries from internal and external partners.
• Drive a customer-focused culture throughout the HR Data Management Team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Partner with HR Data Management Managers to promote an outstanding customer experience and quality assurance in every closed case and transaction.
• Suggest, participate, and support change initiatives across the HR Data Management Team; identify, analyze, and support opportunities for improvement in the process and effectiveness of delivering project objectives and goals.
• Contribute to the education and ongoing development of HR Data Management Advisors by creating, delivering, and maintaining training and communication materials across appropriate channels.
• Manage high-profile, sensitive, or complex inquiries or escalations by providing the necessary support to HR Data Management Advisors and Managers.
• Act in an advisory role by providing end-user support for those interacting with HR systems, resolving issues and promoting/guiding employees in the usage of self-service functionalities.
• Ensure professional, positive, and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery, and identifying next steps.
• Monitor trends in inquiries and/or issues and share key insights with Senior Manager, HR Data Management.
• Seek opportunities to improve processes and customer service by identifying service deficiencies and consulting with Managers and Sr. Manager to develop solutions.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Create an environment in which the HR Data Management Team pursues effective and efficient operations while ensuring adherence to day-to-day business controls.
• Champion a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team.
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