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About Us
We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential commercial and industrial spaces through HVACR technologies. We protect temperaturesensitive goods throughout the cold chain. And we bring comfort to people globally. Bestinclass engineering design and manufacturing combined with categoryleading brands in compression controls software and monitoring solutions result in nextgeneration climate technology that is built for the needs of the world ahead.
Whether you are someone looking for a career change a professional an undergraduate student exploring your first opportunity or recent graduate we have opportunities that will allow you to innovate be challenged and make an impact. Join our team and start your journey today!
We are seeking a highly skilled HR Transaction Delivery & Service Excellence Supervisor to support our HR Reporting initiatives!
The ideal candidate will be responsible for leading all aspects of the data gathering analysis and the creation of reports that help in decisionmaking and improving service delivery within the GBS center leading both teams to deliver toptier customer service.
This role involves collecting analyzing and managing information from various sources within the organization identifying gaps in the existing reports and recommending improvements.
This job is based in ClujNapoca Romania.
We provide a flexible working schedule with the option of working hybrid.
In This Role Your Responsibilities Will Be:
Supervise the Transaction Delivery and Service Excellence teams providing leadership and support to ensure highquality service delivery.
Design contact management and transaction delivery strategy in line with the overall HR strategy.
Monitor and evaluate team performance against service level agreements (SLAs) and critical metrics to meet or exceed targets.
Develop and implement strategies to improve service quality efficiency and customer happiness.
Coordinate regular team sessions to discuss performance share standard methodologies and address service delivery challenges.
Work together with departments and collaborators to grasp service requirements and align team efforts with organizational goals.
Drive continuous improvement initiatives by identifying enhancement opportunities and implementing process changes.
Design the team budget and supervise financial performance versus budget.
Manage customer feedback mechanisms ensuring feedback is analyzed and used for service improvements.
Provide coaching and training to team members on service excellence principles.
Manage complex service issues and partner concerns providing solutions that address both customer needs and organizational goals.
Prepare and present reports on service performance improvement initiatives and customer feedback to management and collaborators.
Contribute to the development and revision of service delivery policies and procedures.
Ensure compliance with company standards policies and regulatory requirements.
Foster a positive and collaborative work environment that encourages innovation and excellence.
Address and resolve complex inquiries related to reporting automation and knowledge articles.
Report performance metrics to higher management.
For This Role You Will Need:
A bachelors degree in human resources business administration management or a related field.
A minimum of 4 years of experience in a service delivery or customer service management role preferably within a shared services environment.
Proven supervisory or leadership experience with the ability to lead and motivate a team.
Proficient in service excellence principles and practices.
Effective communication and interpersonal skills skilled at engaging with internal and external partners.
Experience with Workday and ServiceNow platforms and services.
Experience with HR technology (HRIS case management tools etc..
Proficiency in using service management software CRM systems and data analysis tools.
Fluency in English.
Proficiency in at least one additional language (French Italian Spanish Romanian or Czech) both spoken and written.
Preferred Qualifications That Set You Apart:
Experience with process improvement methodologies and a track record of driving service enhancements.
Analytical skills to assess service performance data and make informed decisions.
Ability to manage multiple priorities and adapt to changing demands in a fastpaced environment.
Commitment to providing exceptional customer service and fostering a customercentric culture.
Experience in performing quality review and compliance checks on customer interactions and service delivery.
Understanding of HR service principles metrics and industry standard methodologies.
Technical Skills and Knowledge:
Experience with timekeeping systems.
Certifications such as Certified Business Analysis Professional (CBAP) Certified Data Analyst (CDA) or specific certifications in tools like Tableau or Power BI.
Experience with Workday HCM (Human Capital Management) modules including Core HR Talent Management Recruiting and Payroll.
Knowledge of Workday integration tools and techniques including EIB (Enterprise Interface Builder).
Experience with ServiceNow modules particularly in HR Service Delivery Incident Management and Knowledge Management.
Skills in managing and analyzing data within ServiceNow including reporting and dashboard creation.
Proficiency in analyzing HR metrics and data to contribute to decisionmaking.
Statistical analysis and the use of statistical software.
Proficiency with Microsoft Suite.
Familiarity with programming languages such as Workday Studio.
Experience with configuring ServiceNow HR Service Delivery to manage payroll inquiries and service requests.
Skills in managing and analyzing payroll data within ServiceNow including reporting on service requests and payroll discrepancies.
Understanding of basic accounting principles and practices as they relate to payroll such as general ledger entries and reconciliations.
Our Commitment to Our People
Across the globe we are united by a singular Purpose: Sustainability is no small ambition. Thats why everything we do is geared toward a sustainable futurefor our generation and all those to come. Through groundbreaking innovations HVACR technology and cold chain solutions we are reducing carbon emissions and improving energy efficiency in spaces of all sizes from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion openness and collaboration empowers us to work toward the same goal to make the world a better place. We invest in the endtoend development of our people beginning at onboarding and through senior leadership so they can thrive personally and professionally.
Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans including parental leav vacation and holiday leave.
Together we have the opportunity and the power to continue to revolutionize the technology behind air conditioning heating and refrigeration and cultivate a better future. Learn more about us and how you can join our team!
Our Commitment to Diversity Equity & Inclusion
At Copeland we believe having a diverse equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed heard respected and valued for their experiences ideas perspectives and expertise. Ultimately our diverse and inclusive culture is the key to driving industryleading innovation better serving our customers and making a positive impact in the communities where we live.
Equal Opportunity Employer
Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex race color religion national origin age marital status political affiliation sexual orientation gender identity genetic information or disability. We are committed to providing a workplace free of any discrimination or harassment.
Work Authorization
Copeland will only employ those who are legally authorized to work in the Country in which they apply. This is not a position for which sponsorship or work authorization will be provided.
No calls or agency requests please.
Required Experience:
Manager
Full-Time