HR Shared Service Center Manager

The HR Shared Service Center Manager leads a dedicated team of HR professionals within the HR Shared Service Center (HR SSC) serving over 40000 NIQ employees globally. This role is responsible for ensuring exceptional customer service across multiple communication channels. The manager oversees the timely addressing of all inquiries ensures they are logged in the ticketing system and provides guidance for timely and accurate resolution to customers. They manage the triaging troubleshooting and resolution of issues or escalate and assign cases to the appropriate team or team member to ensure prompt assistance. As the first point of contact for customer inquiries regarding HRrelated questions the manager demonstrates a high level of support customer service and leadership.

Key Responsibilities:

Oversee Customer Query Management: Supervise the handling of all incoming queries to the HR Shared Services Center (HR SSC) ensuring the team utilizes internal tools effectively to assist customers with their inquiries or issues.

Manage Case Management Processes: Ensure adherence to case management guidelines including timely customer notifications accurate resolution and thorough documentation.

Handle Escalations: Oversee the escalation of timesensitive and highimpact inquiries to Senior Specialists supervisors or managers as needed.

Direct Inquiry Distribution: Supervise the response resolution and distribution of customer inquiries to the appropriate team or team member for resolution.

Provide General HR Support: Ensure the team addresses and resolves general HR payroll benefits and leave inquiries efficiently.

Monitor FollowUp Processes: Oversee followup on outstanding issues to ensure resolution keeping customers informed on the status of their inquiries and closing support cases when complete.

Facilitate Online Navigation Assistance: Guide the team in providing online navigation assistance for customers utilizing screen sharing to effectively identify and resolve problems.

Ensure Data Privacy and Security: Enforce the securing safeguarding and confidentiality of employee information complying with all company data privacy requirements.

Multiple Time Zones: Manage the teams support across multiple time zones ensuring adherence to scheduled onqueue time during shifts and maintaining flexibility to accommodate unanticipated events that drive volume. Ensure flexibility to support peak volume events throughout the year.

Manage SLAs and KPIs: Monitor and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure the team meets performance targets and delivers highquality service. Routinely analyzing trends customer feedback to enhance overall support and customer satisfaction.

Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and service quality. Lead initiatives to streamline workflows reduce response times and improve customer satisfaction.

Collaborate with HR CoEs and Stakeholders: Work closely with HR Centers of Excellence (CoEs) and other stakeholders to provide seamless HR support and identify issues ensuring continuous improvement in service delivery.

Leadership Skills: Demonstrate strong leadership skills fostering a collaborative team environment and contributing to a positive work atmosphere.

Qualifications :

Bachelors degree in HR Business Administration or related field is preferred.

At least 57 years of experience in HR with a focus on shared services or customer service roles. Experience in managing a team and handling highvolume HR transactions is crucial.

Six Sigma Yellow or Green Belt certification is preferred.

Workday experience is preferred.

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• EmployeeAssistanceProgram (EAP)

About NIQ

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023 NIQ combined with GfK bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through stateoftheart platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90 of the worlds population.

For more information visit NIQ

Want to keep up with our latest updates

Follow us on: LinkedIn  Instagram  Twitter  Facebook

Our commitment to Diversity Equity and Inclusion

NIQ is committed to reflecting the diversity of the clients communities and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce measurement and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative ActionEmployer making decisions without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability status age marital status protected veteran status or any other protected class. Our global nondiscrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq/global/en/newscenter/diversityinclusion